Account, payments & subscriptions

[Quepasarad]

Max Home Screen tells me I need to unpause my account or change my payment method and I have updated my payment method but I can’t unpause the subscription. When I log into max and try to manage to subscription it takes me to Roku where it’s billed to buy Roku does not have an active subscription for me. I feel like I’m stuck between a rock and a hard place and cannot figure it out 

[RokuJechealR]

Hi @Quepasarad,

Thanks for the first post to the Roku Community!

We appreciate you letting us know what happened to your account with the Max subscription. You can check if you have an active subscription by logging into your Roku account online at my.roku.com and clicking subscriptions, or you can review your purchase history and charges on your account.

Note: If you do not see your subscription in your Roku purchase history but see it on a credit, debit, or other financial statement, it means that you purchased the subscription directly through the service provider and not through Roku. You'll need to contact that service provider directly for help with your bill for that subscription.

Moreover, if you have more questions about your account and billing, it would be best to talk to our Roku Support, as they can further assist with your concerns.

You can reach them here. Choose "Account, payment, & subscription," and you should be able to talk to one of our live representatives.

Please let us know if there's anything else we can do to assist you further.

All the best,
Chel

[katemez]

Glad I’m not the only one! So frustrating

[notLocd]

I see in my bank account that I purchased the subscription through Roku, but when I check the account center I don't see any active subscriptions or previously purchased subscriptions. Is there anything I could be doing wrong?

[renojim]

@notLocd, if you have multiple Roku devices it's possible that you have multiple Roku accounts.  Check the email address that's displayed on each one under Settings->System->About.  Subscriptions through Roku are tied to the email address and not any payment method or name.

[RokuRiamie-D · Accepted solution]

Hi @JF4766,

Thanks for posting!

We understand that your Max subscription is no longer working after you changed the payment method.

If your Max subscription is through Roku, please contact our Account and subscription team for further assistance. You can reach them by visiting our Roku Support website and clicking the Check Support Option below.

If your subscription is through the Max app provider, contact them directly.

You may reach them here: Max App|Contact Us

Roku Community Team