Account, payments & subscriptions

[Kyterrell]

I have Paramount+ through Roku.  Today when I try to watch anything it gives me a message “We’re having trouble processing your payment. Please update your payment  method on Roku…..”. I’ve done that and signed out and back in to Paramount+, restarted my system, made sure software was up to date  but I continue to get this message.  Payment has come out of my account.  So I know there is no problem.  Roku rep was no help.    I’ve paid for a channel that I can not watch.  Anyone else had this problem?

[rqchqel]

This is happening to me too, since yesterday. I can’t figure out any solution but you aren’t the only one!!

[Kyterrell]

Hi!  I did another chat with Roku last night and after trying everything to reset the channel and not knowing why I was getting that message, they suggested canceling the subscription due to the channel not working, which they did effective immediately and gave me a one time refund of my payment.  The guy also said to get the subscription directly from Paramount+ and not through Roku.  So went I did that last night.  I set up a totally new account (with my email, which is different than the one we originally used)  and got the 7 day free trial.   No problems since.   I hope you are able to get your channel working!  

[RokuReynan-L]

Hi, @Kyterrell and @rqchqel.

Welcome and thank you for posting here in the Roku Community!

Thank you for bringing this to our attention! Rest assured, we will forward your information to the appropriate Roku team for review. We'll continue to investigate your reported issue and hope to provide you with a more detailed update when additional information is available.

In the meantime, we're grateful for your patience and understanding as we work on this. If you need further clarification and assistance, please don't hesitate to let us know.

Regards, 
Reynan

[DanBe1]

I have the same issue. However, I do not appear to have an active Paramount subscription showing on my Roku account so I am unable to cancel and resubscribe. I am unable to remove the "update payment method" message from Paramount even though payment method is updated. Paramount won't help as they are saying I need to communicate with Roku. and Roku won't help as there is no subscription showing on my account. Customer service by Roku has been absolutely shocking. 

[RokuReynan-L]

Hi, @DanBe1.

Welcome to the Roku Community!

We appreciate you letting us know about having an issue canceling your subscription. We're here to provide some steps you can try.

Have you tried checking the email address associated with your streaming device? To check, go to Home > Settings > Sytem > About.

Note: Subscriptions purchased directly from a service provider or otherwise purchased outside the Channel Store or The Roku Channel will not appear on the subscription page. Please feel free to contact your service provider directly with any subscription or billing questions.

Furthermore, you may visit this support article on how to manage or cancel subscriptions through Roku

We hope this will be sorted out soon.

Thanks,
Reynan

[Billwizer]

I did the same. Worked.also,I have paramount on my tablet. Bonus!

[DanBe1]

Yes, I’ve sent a number of emails to Roku over the last week yet no response. Roku support team har probably the worst customer support team i have ever had to deal with. No commitment or little interest shown in helping resolve my issue. 

[RokuReynan-L]

Hi, @DanBe1.

Thanks for getting back to us!

We'd like to inform you that our appropriate team is still looking into this issue. We'll let you know once we have an update. 

We hope this will be sorted out soon.

Thanks,
Reynan