Account, payments & subscriptions

[grssd]

I received a $5 Roku credit.  Attempting to use it to purchase a digital movie copy from Fandango at Home does not access the credit.  Contacting "Support" by phone has been unhelpful.  I think I have identified the problem , i.e., the credit is only accessible via Rou Pay.  Roku Pay can only be used for purchases on apps that are subscribed/signed up thru the Roku account or device. 

Question: How to unsubscribe from the Fandango app (when I have already had the account previously), in order to resubscribe thru the Roku account/device?  

Note: I also already have Apple, Amazon, and Google Play (YouTube) accounts/apps for purchasing and streaming   movies. so am I out of luck?  

[Auroran]

I have encountered the same problem.  There appears to be no way to use the Roku credit to buy a movie on any streaming service (Vudu, Prime Video, etc.).

For me, then, the credit is utterly useless.

[RokuArjiemar · Accepted solution]

Hello! @Auroran, @grssd ,

Thank you for your inquiry about the $5 email credit from Roku. We're here to help and provide the information you need to take advantage of this offer.

• Eligible customers will receive the following email notifying them of a $5 credit that can be claimed. 

• Customers need to click the link in the email and log into their Roku account. 

• Once logged in, the $5 credit will be applied to the account and visible to your Roku account and device at Settings > Payment method. 

You can utilize it for eligible subscriptions and movie rentals to enhance your entertainment experience.

For a heads up on this, there is a promotion end date and a credit expiration date.

If you have questions about this promotion or experience any issues, contact customer support.

Thanks,
Arjiemar

[Auroran]

You totally ignored the issue we described.

I have the $5 credit in my account.  The problem is that when I open the Fandango At Home app on my Roku and buy a movie, the app does not draw from the $5 credit but instead from my regular payment sources (credit card, gift card).  There is no way to 'tell' the app to draw from the $5 credit.

[Auroran]

I contacted Customer Support.  After waiting on hold multiple times, they finally concluded that I would have to create a brand-new (empty) Fandango At Home account on the Roku device, and tell it to use Roku Pay for payment.

This is nonsensical, of course, because it would result in a Fandango At Home account with only one movie in it, whereas my thousands of already purchased movies would be in my previous Fandango At Home account.

Quite literally:  Thanks for nothing!

[RokuReynan-L]

Hi, @Auroran.

Welcome to the Roku Community!

We appreciate you reaching us about having an issue utilizing the credit on your account. We'd like to know more about this.

Have you tried using another device to purchase a subscription with the credit on your account? Also, have you tried checking your account credit? You can view this credit on your streaming device at Settings > Payment Method.

In the meantime, you may also try restarting your streaming device.

Furthermore, you may visit this support article on how to use your credit from Roku

We'll wait for your response.

Regards,
Reynan

[cea583]

I attempted to use the $5.00 credit I received to rent a movie, which I found on Fandango at Home. After I agreed to the rental I realized this was a third party app and the credit would not be applied. Fortunately, when I explained the situation Hulu/Fandango at Home issued a refund. 

I contacted customer service through Chat. The person I had the chat with told me the only way I could the credit is if I changed my payment to Cash App. I asked why would I do that, which I was not going to do? The reply was Cash App is the only way I could use the $5.00 credit. This sounds very suspicious. I ended up closing the chat. 

[RokuReynan-L]

Hi, @cea583.

Welcome to the Roku Community!

We're here to provide information about the credit you have on your account.

Please be informed that this is a limited-time offer. The Fandango at Home promotional code (“Code”) is good for $5 off the purchase or rental of any content with a price greater than $5. The code must be redeemed here and cannot be redeemed on the Fandango app.

Furthermore, you may visit this support article on how to use your credit from Roku

We hope you find this information helpful.

Regards,
Reynan

[cea583]

Hi Reynan,

Can you provide the code to use the $5.00 credit?

Thank you for your help and I hope you have a good day.

[RokuReynan-L]

Hi, @cea583.

Greetings from the Roku Community!

We understand that you wanted to get the code for the credit. In this case, visit this here to redeem the code. You may see the unique promo code in the email you received.

If you're still having an issue locating the code, you may contact our Account and Billing team for further assistance. Visit our Account and Billing Support page and select the "Account, payments & subscriptions" category. You'll have an option to call or chat with us.

If there's anything else we can do to assist you, please let us know. We're always willing to help.

Regards,
Reynan