Account, payments & subscriptions

[Dejected]

I wanted to take advantage of the Black Friday deal for Max so I went on the Roku page to purchase to find out that it showed I paid for a year subscription back in June of 2024. I did not purchase a subscription, but this is at the exact time I cut the chord and cancelled my Spectrum cable subscription. Up until the cancellation I always accessed Max using my cable provider. I didn’t subscribe and I’ve missed 5 months of access, but at this point, the money is gone and I just want access to Max. I confirmed that the funds were taken from my bank account. Now, when I go to the Max app it shows I do not have a subscription. I can only assume that the subscription is attached to my old Spectrum account/login somehow??? I went to the Roku channel app to see if I could access Max there, but shows I have no subscription there either. I have a paid year subscription of Max with no way to access it. If anyone has any suggestions I would appreciate it or if anyone knows how to talk with a human at Roku to straighten this out directly.

[andyross]

Do you have multiple email addresses? Is there one you used for Spectrum? That may be the one tied to Max. Did you go to the Max website to see if you can log in, or try a password recovery?

[Dejected]

Thanks for replying. I use the same email for all entities that could be involved including my old Spectrum account. I did go to the Max website and tried all the different passwords used for Spectrum, and Roku, but wasn’t recognized. My email though was recognized, so I was able to update a password with Max. Still shows I have no subscription. I do think this has something to do with my direct access to Max through my old cable provider, Spectrum. I don’t think the timing is a coincidence. Of course since I canceled Spectrum, my old login credentials don’t work on their site anymore.