Account, payments & subscriptions

[Toeblacke]

I got a TCL 55R613 connected in Wi/Fi and when i go to watch movies or anything on the Roku chandl nothing works. I'm in Canada it use to work but not anymore. When I click to play it loads for a second then go back. 

All other apps on the TV works DAZN, Netflix, YouTube. So connection isn't the problem. 

[RokuTannerD · Accepted solution]

@Toeblacke Thanks for the note here. In this case, this would be occurring because your TV is registered to a US region Roku account, but your internet connection is located in Canada. In order to resolve this issue, your TV needs to be registered to a Canadian region Roku account (created in Canada, using a Canadian internet connection) in order to be able to play content from The Roku Channel, and to be able to see the correct selection of available channels on your TV.

In your current setup, you may see channels that are available in 'Streaming channels' that are not available in Canada, and may not work correctly if you try to add them, due to regional differences. 

You can create a new Roku account at my.roku.com in Canada. Then, you'd factory reset your TV and go through the setup process once more to link it to your new Canadian Roku account. 

Let us know if there are any other questions we can help answer! 

Thanks,

Tanner

[klrkt]

How can I tell if my account was created in Canada or US?

In my case "live tv" works.

Some "free content" will take me to plex or elsewhere for a free  trial.

Other "free content" simply just does nothing. e.g. House S1, E1 - and others.

NOTE: The system should post an error code or something.

This is very frustrating.

[TrooperDada326]

@klrkt  It’s your account. Your account is attached to your address. So you’re saying you don’t know where you live? 🤣

[walter_wpg]

>>> Your account is attached to your address.

It is?? I just logged into my Roku account, and looked at settings and profile,. and saw no information which said what country I was located in.

And in any case, if there _is_ some kind of mismatch between the country associated with the account, and the country where the Roku is connected, why isn't there some kind of useful error message to help users resolve the problem?

[RokuDanny-R]

@walter_wpg

Thanks for the post.

Can you please specify the issue you are experiencing? What are the steps to reproduce the issue you are seeing? What troubleshooting steps have you already taken to try to resolve the issue?

With more detailed information, we will be able to assist you further.

Thanks,
Danny

[walter_wpg]

All sorted out now. It was related to Canada-vs-US Roku accounts, but I've fixed it, and the Roku free channels now play as they should. (But oh, my, the number of un-skippable ads on some services! 😞  )

[blakeaholics]

You were able to fix it by creating a new account? I've tried that but with no luck. Maybe I'll try a different browser

[walter_wpg]

Yes, I created a new Roku account, using a different email address, using a credit card with a Canadian address. Then I did a factory reset of my Roku device, and then linked it to the new account that I just created. Then, went through the process of setting up channels. The Roku free movies and TV shows now play correctly. The Roku account that I originally used was, I think, attached to a US address, and I think that is why there was a problem with playing that Roku content. I am using the Roku in Canada. 

[RokuDanny-R]

@blakeaholics

Thanks for the post.

It sounds like you may have created a Roku account that isn't located in your current region. If channels in your region are not available, it may indicate that your device is linked to an account that was created in a different region where that channel may not be offered by the channel provider. You'll want to make sure that you are using an internet connection located in the correct region when creating your account. You can check your IP address reported location by visiting www.whatismyip.com - If you see an issue, you'll need to contact your ISP to help resolve any issue.

We would recommend creating a new Roku account in your region. For more information about how to create a new account, visit our Support page here: How do I create a Roku® account? Once your new account is set up, try to perform a factory reset on your device and link it to your new account. For more information about how to perform a factory reset, visit our Support page here: How do I factory reset my Roku® streaming device?

Thanks,
Danny