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stormiealbrecht
Level 7

Can you pause annual Roku subscription (disney+)

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I recently received the 12 month subscription for Disney+ through Verizon as a promo for setting up a new account. I already had a Disney+ annual subscription (which was purchased through my Roku in February 2020). While completing the Verizon sign-up, it indicated that my existing Disney+ subscription would "pause", and then restart once the Verizon promo subscription ended. Perfect! However, I just received an email from Disney+ that since my existing subscription was purchased through my Roku (and not directly from Disney), I may need to change my subscription through Roku account to avoid being charged. The only option I have on Roku.com is to cancel my Disney+ membership. Since I've only held the Disney+ subscription 5 months, I don’t know want to cancel.
My question: Will the annual Disney+ subscription I purchased through Roku "pause" for the next 12 months, and then restart once the Verizon promotion ends? What are my options?

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RokuDanny-R
Roku Employee
Roku Employee

Re: Can you pause annual Roku subscription

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@stormiealbrecht 

Thanks for the inquiry.

For more information about that channel's subscription, we would recommend reaching out to Disney+ support. They would be best able to assist you with your inquiry.

You can reach Disney+ support here: https://help.disneyplus.com/csp


Thanks,
Danny

Danny R.
Roku Forum Moderator

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RokuDanny-R
Roku Employee
Roku Employee

Re: Can you pause annual Roku subscription

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@stormiealbrecht 

Thanks for the inquiry.

For more information about that channel's subscription, we would recommend reaching out to Disney+ support. They would be best able to assist you with your inquiry.

You can reach Disney+ support here: https://help.disneyplus.com/csp


Thanks,
Danny

Danny R.
Roku Forum Moderator

View solution in original post

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JMD11
Level 7

Re: Can you pause annual Roku subscription

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Disney+ has confirmed that this would come from Roku. No one at Roku can contact or confirm that this is happening. My end date still says the original expiration date.

 

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RokuDanny-R
Roku Employee
Roku Employee

Re: Can you pause annual Roku subscription

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@JMD11 

Thanks for the post.

For account and billing related issues, please reach out to our support team directly here for your 'Account or billing' issue, here: https://support.roku.com/contactus. They will be able further assist you.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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JMD11
Level 7

Re: Can you pause annual Roku subscription

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Danny,  Roku has not allowed this savings to occur. If any of you can call instead of email, any customer could explain this issue to you. Try and even obtain a India call center. It will help.

Thank you


@RokuDanny-R wrote:

@JMD11 

Thanks for the post.

For account and billing related issues, please reach out to our support team directly here for your 'Account or billing' issue, here: https://support.roku.com/contactus. They will be able further assist you.


Thanks,
Danny


 

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Jlb1964
Level 7

Re: Can you pause annual Roku subscription

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@JMD11  ... I’m having the same issue with my new Verizon Disney+ subscription... we’re you ever able to find a resolution to this with Roku support? Thanks!

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