Account, payments & subscriptions

[Installation]

I just subscribe to this channel Canada Entertainment and my credit has been charged but I got in a looping situation.  The channel did not appears.  It keeps returning to renew your subscription.  Which I have attempted a few time, when you get to go the the channel it  must subscribe,,, so we end up going in circle with no access. 

if within 24 hours I have no access to my paid subscription I will ask for refund and reverse the charge from my credit card.  Small amount, but if you can’t get the service, then Roku removed the channel from your list. 

respectfully.

[RokuKariza-D]

Hello @Installation

Thanks for letting us know about the issue you're experiencing. 

If you haven't tried yet, you can remove the affected channel then re-install it. To ensure the process is successful, make sure to restart your device before adding the channel back in. We would recommend doing this from the Settings menu by navigating to Settings > System > System restart > Restart.

For detailed instructions, refer to this Support link: How do I resolve channel playback issues?

Moreover, for account & billing concerns, it may be more effective to get help from our Billing team. You can contact them here: support.roku.com/contactus then choose 'Questions about my account or billing' on the drop-down menu. They are the best ones to help you out with that matter.

Let us know how it goes!

All the best,
Kariza

[Installation]

Thank you for responding.

regarding your recommendation, ROKU doesn’t have the option to removed the channel CANADIAN ENTERTAINMENT available when I press the star* option. (strange!)

my rating, move channel, manage subscription, check for updates, give us feedback, close.
i did verify the channel is up to date.

so when I press to active that channel I have 3 choices

purchase, remove channel cancel

when I press remove channel i get COULD NOT REMOVE CANADA ENT. PLEASE TRY AGAIN LATER.

so I am out of option,

i did restart Roku, but I have exactly the same result.

 Ed. Ore info on how to manage the problem.

respectfully.

[RokuDanny-R]

@Installation 

Thanks for the follow up.

Please be aware that if you subscribed to the channel through Roku Pay, you will not be able to remove the channel unless you first unsubscribe from the channel (this is to avoid you removing a channel that you are currently paying for).

For more information about that channel's authentication and functionality, you'll want to contact the channel provider support directly to inquire further. Many channels on Roku are developed and maintained by the channel provider themselves. 

Thanks,
Danny

[Hmwalter]

Hi, 

I am having the same problem. It just tells me to subscribe again. My credit card has already been charged but I have nothing. What do I do about this. 

Thanks 

[RokuMary-F]

Hi @Hmwalter,

Welcome to the Roku Community!

We recommend starting here to troubleshoot channel issues: Follow these steps in order:
1. Navigate to the channel tile on the Roku home screen, press the * key on your remote, and choose 'Remove channel'.
2. Next, restart your device from Settings>System>System restart. (For Roku TV Settings>System>Power>System restart)
3. Once your player/TV starts up again, go to 'Streaming Channels' on the Home screen, and add the channel back once more.
You may also refer to this link: How to resolve a channel playback issue | Official Roku Support
If you need further assistance with billing concerns, feel free to contact Roku support at https://support.roku.com/contactus.

Best regards,
Mary

[Installation]

I requested a refund or ask your credit card company to reverse the charge as you never got the service. I never got it to work even after following their info. I am still unable to removed the channel even after my subscription has been terminated.  They told me to reach to the channel author but there is no link or address.  

[db136]

We have purchased Canada Entertainment and our credit card was charged.   I am stuck in a loop where roku doesn't recognize I paid for the channel.   I followed the directions up above to remove channel, restart the device but still doesn't work.  Roku, why keep this channel on your list?

[RokuDanny-R]

@db136

Thanks for the inquiry.

For account and billing related issues, please reach out to our support team directly here for your 'Account or billing' issue, here: https://support.roku.com/contactus. They will be able to further assist you.


Thanks,
Danny

[Cbourg]

Has this issue ever been resolved?

I have tried all if the suggestions listed and am not able to get this channel to load and am stuck in the loop

Please update 

thank you