Accounts, Billing, & Orders

Assistance with managing your Roku account on device or on the web, logging into my.roku.com, billing or subscription questions, www.roku.com orders, promotions, and more.
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Jamie3
Level 7

Cant login to paid subscription

Subscribed to acorn through roku.  Worked for a year and now asking for login.  Used my roku user password and rejected on acorn; user password work on roku.com.  verified acorn subscription still active on roku. Other channels stream well..Selected forgot password on acorn and entered my email address.  Never received reset email; checked inbox and junk folders.  Cannot contact roku.

What to try next?

6 Replies
MaryFranco
Roku Employee
Roku Employee

Re: Cant login to paid subscription

Hi @Jamie3,

 

Thank you for reaching out to us.

 

We'll have a member of our support team follow up on this case. Rest assured that we'll send you an update via email once we have it.

 

We appreciate your patience for the time being!

 

Thanks,

Mary

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renojim
Level 21

Re: Cant login to paid subscription

No channel should ever ask for your Roku account login information.  If they want you to log in they're referring to an account you have set up directly with the provider - in this case Acorn.

This has come up before with no clear answer as to what's happening, but if you're paying for Acorn through Roku then I believe you can only access it through The Roku Channel, not the stand-alone Acorn channel/app.

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nullerror
Level 8

Re: Cant login to paid subscription

Same here.  Annual subscription with 11 months to go.   It happens on a weekend right?

Here's what I did.   Do them all.

1.  Star(*) click on the Acorn app.  Chose "Give up feedback" then "Could not log in or authenticate". Close

2. Star(*) click on the Acorn app.  Chose "Manage subscription".  Take a picture of the screen. close

3.  Open the Acorn app.  Hit Star (*) key. Go to help tab.  Go to information.  Take a photo of the screen.

4.   Back to Acorn main menu. Attempt to play a video.  Take a photo of the error message.

5.   (redundant) Check your subscription status Roku.com.

6.   Go to AMCNetworks.com, a US company.  Go to About, then Leadership.  Read for most relevant to Acorn leadership.  I figure it is SVOD (Streaming Video on Demand).  Get the name, figure out how to contact that office.    If they are also robots, bots, chat bots, then quit and invest in robot technology.

7.  Contact acorn through the general "support contact us" system on the Acorn web page.  Send them a note, understanding they will ultimately say it is a Roku deficiency.  Ask them to help you reach the right person at Roku, possibly a colleague/counterpart at Roku.   The photos will help.

8.  Talk to your credit card company.  Mine offered a merchant block going forward which treats any charge from Roku as suspicious.   Ask whether they will freeze payment while this is worked out.  With Roku barricaded behind a high wall with little contact, that could take some time.

9.  Send an email to Roku support.  Include the photos.

10.  Consider the possibility or using either Acorn directly or a broker of better repute, such as Amazon Prime and eating the $60 or so you have just lost with an "uncredentialed" subscription that cost you real money but it virtually worthless.

 

 

 

 

 

makaiguy
Level 20

Re: Cant login to paid subscription


@Jamie3 wrote:

Subscribed to acorn through roku.  Worked for a year and now asking for login.  Used my roku user password and rejected on acorn; user password work on roku.com.  verified acorn subscription still active on roku. Other channels stream well..Selected forgot password on acorn and entered my email address.  Never received reset email; checked inbox and junk folders.  Cannot contact roku.

What to try next?


Most (all?) premium channels you subscribe to through Roku are viewed through The Roku Channel.  Have you looked for it there?

To view via the channel's own Roku app, you typically must have a subscription directly with the channel, not one through Roku.

  • Roku Streaming Stick +, 3810X, Ser YH0059427035, wifi - Samsung UN55ES6100
  • Roku Streaming Stick, 3600X, Ser 5S56D8240827, wifi - JVC EM37T
  • TCL Roku TV 43S425/C107X, Ser X000001R60KV, wifi
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nullerror
Level 8

Re: Cant login to paid subscription

Most (all?) premium channels you subscribe to through Roku are viewed through The Roku Channel.  Have you looked for it there?

To view via the channel's own Roku app, you typically must have a subscription directly with the channel, not one through Roku.

thanks.  I was previously a Roku developer, working with one interation of the SDK when it was in a visual basic format, back in the day 

The subscription seems to fail on the 5th of the month.  In January, it couldn't automatically bill the next month.  I required me to resubscribe.  I did, getting an annual sub.  DONT DO THAT.  I thought is would be a year before there would be any more drama.  WRONG.  It went dark on February 5th.   It has always been through the Roku Acorn App with Roku billing.    The Roku Channel app offers me a 7 day free trial, so I'll subscribe.  I'm already out $60, do I really want to spend more just in case someone at Roku figures out why some internal data base didn't update on the 5th?  The best Roku can do is refund the subscription which is really counter to their business model.  But they have  proved they cannot deliver the programming already paid for.

 

 

roku1.jpgroku.jpg

 

Roku is a great engineering company.  But a subscriber content, pre-paid business model can only work with actual technical support for subscription software problems. 

 

Otherwise it's just pay up first, and maybe we'll get around to your problem if we feel like it.  We're saving so much on not having an actual customer service number, we'll look good on the stock market for another quarter until customers leave.

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MaryFranco
Roku Employee
Roku Employee

Re: Cant login to paid subscription

Hi @nullerror,

 

Thanks for reaching us.

 

Our support team responded via email recently. Please check your email from our support team, they will be assisting you from there. 

 

Thanks,

Mary

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