Account, payments & subscriptions

[Tonyp145]

Well that went downhill fast! Today is the day HBO Max becomes Max and at 5:04 am I get an email from Warner saying my payment couldn't be processed through Roku. So I logged into my Roku account and see charges of $17.61 for "Legacy Ad-Free Monthly" (last month I got an identical $17.61 charge for HBO Max Ad Free Monthly so I'm pretty sure that's it) dated 5/23, today. Also yesterday I got charged $16.52 for HULU -- isn't Max supposed to be both of those services combined now? 

Has anyone else experienced this? I'm at work now so I won't have a chance to check my TV until later. I'm assuming the HBO Max app won't work anymore and I'll need to add the MAX app and log in. Can't wait to see how that goes.

Also, does anybody have a way of contacting Warner to dispute this? Their help system appears designed to just make users give up in disgust.

[RokuMary-F · Accepted solution]

Hi @Tonyp145,

Thanks for posting in the Roku Community!

We appreciate you letting us know about this issue with your HBO Max (Max) channel subscription through Roku.

For these issues, it may be more effective for you to get help from our billing team.
Please contact them directly through our Account-Billing Support page. Choose the options for "Account, payments & subscriptions" and they are the best ones to help you out with that matter.

Please let us know if there are other related issues that we can further take a look at.


Best regards,
Mary

[Tonyp145]

Thanks, I'll do that!

[brittonsa]

Iam having the same issue but i pay directly to Warner Brothers (Max) and i didnt recieve an email about my payment, it didnt even start processing and it was due yesterday (23rd) and it still hasnt been processed. Another thing its HBO Max and Discovery + that has merged. Hulu has for as know is staying the same. If anybody is still having issues and what to do please help. Thanks  

[RokuMary-F]

Hi @brittonsa,

Thanks for your first post in the Roku Community!

We understand that you are inquiring about your paid subscription to the Max channel.

Please be advised that you can manage your Roku account and view your subscription by signing in to your Roku account here: my.roku.com 

However, if you subscribed to or purchased content directly on a channel, you can contact the content provider for more information.

If you continue to have questions about a charge and managing your Roku Pay charges, contact customer support and you'll be able to send an email request there.

If you have any other questions or concerns, please let us know.


Best regards,
Mary