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Kocowa subscription not recognized in app

My trial to Kocowa expired and I was billed for the monthly fee, however the app will not recognize the active subscription, it asks me to subscribe, then says this item has already been purchased for this account, then order failed (-3). How do I get it to recognize the subscription? Or do I need to cancel and purchase directly from Kocowa?

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Community Streaming Expert

Re: Kocowa subscription not recognized in app

To be honest, you're almost always better off subscribing directly with the provider and bypassing any third party like Roku.  However, if you've been charged then your subscription should work.  Maybe @Hector-Roku can help.

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Retired Moderator

Re: Kocowa subscription not recognized in app

Hi @DWeaver82, we're more than happy to look into why you're getting an "order failed" notification for Kocowa. Just being that we will need to get more information to figure this issue out, we will be sending you a direct message here on the Roku Community. Definitely keep an eye out in your inbox for a message from us.

We appreciate the tag on this one @renojim!

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