Account, payments & subscriptions

[cdobson]

I am subscribed to Canada Entertainment. The channel has been fine until today. When selected, a message is displayed that says it is no longer active. I cannot find it in the channel options anymore. I am paying for the subscription. Do you have any contact information for them so I can cancel my subscription?

[renojim]

If you subscribed through Roku you can cancel your subscription at https://my.roku.com/account/subscriptions or highlight the channel on the Home Screen and press the * button on your remote and there should be an option to manage your subscription (again, if you subscribed through Roku).

If you didn't subscribe through Roku then how did you subscribe?  If it was via a website go back to the same one.

[gpreville]

I have the same problem. Can we at least get an explanation of what happened to the channel?

[DBDukes]

@gpreville 

I don't really have an answer for you, but I do have some information that may be useful.

Roku doesn't make the apps (they call them "channels" but they're just apps). They're just like Apple, Amazon, or Google in this respect.

If a service were to shut down or decide to no longer support Roku, the app would go away. Roku would only know that it went away if they looked for it. There's a long process to submit an app for approval, but pulling the app is easy.

Being in the USA, I'm not familiar with the Canada Entertainment app or service. If that a thing outside of having an app on Roku? Is that something you can get on a phone as well? iOS or Android? Or on cable or satellite?

If there's a glitch in the Channel Store, that could be a factor. Failing that, we're back to either the app was pulled by Roku (they usually only do that if it violates terms of service, usually piracy, but privacy violations as well), which Roku would likely not comment, or pulled by the service (shut down, or decision to drop Roku support) and Roku would likely not say much.

Perhaps @RokuDanny-R, @RokuKariza-D , or @RokuMary-F can offer some insight.

[RokuMary-F]

Hi @gpreville,

Thanks for posting in the Roku Community!

We'd like to gather more information about the issue you're running into.

Where are you currently located? What are you seeing on screen? Can you provide a screenshot of the issue you are experiencing? 

In addition, please be aware that If you can no longer find the channel in the Roku Channel Store or the access code no longer works, the channel may no longer be available on the Roku platform.  
Note: If you subscribed to or purchased content on a channel that is no longer available on your Roku device. you'd want to contact any specific channel to inquire further about whether they offer their channel/service on the Roku platform. Many channels on Roku are developed and maintained by the channel provider themselves.

Please keep us posted.
 

Best regards,
Mary

[RokuMary-F]

Hi @cdobson,

Thanks for reaching out to the Roku Community. We'd like to investigate and try to help.

Can you please specify the issue you are experiencing? Please provide us with the following information:
-Roku device model
-serial number
-device ID
-software OS/version
(these can all be found in Settings > System > About)
-does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found by selecting the channel on the Home screen and pressing the * button)
-tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times)

-what are you seeing on screen? Can you provide a screenshot of the issue you are experiencing?
-steps to reproduce the issue you are seeing
With more information, we will be able to assist you further.
 

Best regards,
Mary

[gpreville · Accepted solution]

I am in the US. It looks like the developer discontinued the app.

[gpreville]

Roku Streaming Stick + YH00DC299502

The screen says 'No longer in service'

Do I need to unsubscribe to avoid monthly billing?

[RokuMary-F · Accepted solution]

Hi @gpreville,

Thanks for the follow-up.

If you subscribed to or purchased content on a channel that is no longer available on your Roku device, you may cancel the subscription through my.roku.com on your PC or smartphone.

or feel free to contact Roku Customer Support for further assistance.

In addition, you can also contact the content provider for more information.

You can learn more at: Why is a channel no longer available on my Roku® streaming device? | Official Roku Support 

Hope you'll find this info useful. Let us a know in case you've still got any questions.

Best regards,
Mary

[Sass]

The app disappeared on my device as well. I deleted then tried to re-install and it is nowhere to be found. Also, the subscription has been removed from the app store. Usually the subscription would be visible.

Im very disappointed, I enjoyed that app. Out of all of the Roku apps, I used that most often