Account, payments & subscriptions

[ML76]

When I clicked on my Disney Plus channel, I saw someone had set up a new profile, complete with a new email (not mine).  I logged out and tried to log back in with my email only to be told no such email exists!  Of course, the email exists because I can sign on to my Roku account and see that I am paying for Disney Plus- I just can't enjoy watching it because someone changed the Disney Plus logins.  I spoke with Roku and they told me it was something Disney Plus needed to fix.  I called Disney Plus and they said Roku needs to fix.  I did cancel my subscription, but it won't cancel until the end of Jan.  Help!  I am paying for someone else's Disney Plus experience.  

[RokuMary-F]

Hi @ML76,

Thanks for reaching out to the Roku community!

We're sorry to hear about this wasn't a smooth resolution.

I can see that you’ve been in contact with our support team regarding your channel access and Disney+ account, we would recommend continuing to work with them regarding the issue you are experiencing.

We sincerely appreciate your patience. Keep an eye on your email, a member of our support team will be in contact for follow-up.

Best regard,

Mary

[ML76]

Mary,

They have been in contact.  They emailed me to ask me if I recognized a certain email address.  Here is the great part though - the email address they are asking me about is the same email address that they have been using to contact me.  It's my email!  It's like me asking you if you know Mary.🤦‍♀️

Waiting patiently,

ML76

[drc0717]

Did you ever find a fix to this, I just got a new Roku and it changed Disney + to another account on all my Roku devices. There is no number I can call to fix this 

[ML76]

Drc0717,

It was a nightmare to fix because Roku said it was a Disney problem and Disney said it was a Roku problem.  You can get either company on the line but you'll be on hold forever only to hear there is no resolution.  Save yourself time and cancel everything.  I had to cancel all my streaming accounts and my credit card, then work with my credit card to get reimbursed (which they did).  I then set up my new Roku and streaming accounts under a new email and secured the heck out of those accounts.

Good luck!  

[RokuDanny-R]

@drc0717 @ML76

Thanks for the posts.

If you are experiencing an issue with channels being signed into another user's account, it's possible that you are experiencing the auto sign-in issue through your Roku device. 

A couple of things to consider regarding what you are experiencing:

-do you have multiple Roku devices linked to your Roku account?
-has anyone ever authenticated the Disney+ channel on one of your Roku devices?

For more information about this feature, visit our Support page here: Auto sign-in on your second Roku.

Thanks,
Danny

[MahoganyJohnson]

Similar issue...  I had to cancel my bank account because changing the debit card still allowed it to be charged from the same account automatically. Endless nightmare!

[RokuLianna]

Hi @MahoganyJohnson

Thank you for the inquiry!

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.

We hope it helps!


Warm Regards,
Lianna