Account, payments & subscriptions

[T-K-L]

I am having the same problem a year later than the last post.  Why in the world does Roku continue to offer the one-year discount on Roku if it is aware of the problem?  My payment went to Roku and I believe it is responsible for resolving the problem or refunding the charges which it collected.   I have notified my credit card company that I am disputing Roku’s charge.  I will use the information I’ve found in the foregoing posts to back up my dispute with the credit card company if necessary.

[RokuRhea-V · Accepted solution]

Hey @T-K-L,

Thanks for flagging this here!

You seem to be struggling to get into your subscriptions. To isolate this issue, our Account and Billing Team will assist you regarding this trouble. To reach out to them, visit Roku Support. Below, you can see the check support options. 

For more information, visit here for support.
Thanks,
Roku Community Team

[georgealinger62]

March of 2025 and I am having the same issue.  It only happened when I upgraded from monthly to yearly.

[T-K-L]

I was able to get Roku to refund the $91.59 that I paid to Roku for the discounted one year Paramount Plus subscription.  I started by spending almost an hour on the phone with a Roku Help person.  The Roku help person made me do all the same troubleshooting that I had already performed on my own.  Of course, it did not work.  In the end he told me that I would have to contact Paramount Plus for a solution. (Paramount phone is 888-274-5343.)  When I called Paramount Plus, they were able to look up my subscription info.  It showed that my Paramount Plus subscription ended on March 6 which was the same date that I had signed up for the one-year deal and paid Roku $91.59.  So it appears that the one year subscription was not processed properly. Paramount Plus could not do anything for me because it has no access to Roku's billing information for subscriptions that Roku processes.  Paramount Plus said that if I could provide Roku's Order ID or Transaction ID for the one-year subscription, it could ask Roku to investigate it.  Instead of doing that, I called the Roku help number again and asked the help person to cancel the subscription and give me a refund which she agree to do after looking at the info on the ticket number for my earlier call with Roku Help.

[Kerrberr2003]

I’m having the same issue and there is no remove app option showing

[RokuRhea-V]

Hey @georgealinger62 @Kerrberr2003 

We are aware of the current issue. Please provide more details for our investigation.

• Model number, Serial number, device ID, and OS version. (this can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID).
• Modem/router model and ISP.

Please do a quick restart by pressing Settings > System > System Restart.

Let us know what you find out!

Roku Community Team

[rrhodes2]

I am having the same issue I am paying for the Paramount Plus Roku channel I have the same app on two separate TVs in my household and I can only sign into one The other one is asking me to subscribe a second time

[rrhodes2]

Thanks for attempting to help but I just tried signing in through the Roku app and it's still asking you to sign into the free trial even though we already have the existing Paramount and Roku channel subscription does anyone from Roku support actually monitor these questions

[Tina90210]

I’m having the same experience but they are still charging me for both!!! Ugh!

[RokuRhea-V]

Hey @Tina90210 @rrhodes2 

Thanks for informing us. To double-check, are the Roku devices connected to the same email? To check, go to Home > Settings > System > About. We recommend using the same Roku account to organize your subscriptions in one place and share them across all Roku devices.

Visit here to manage your account.

Thanks,
Roku Community Team