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26mileRunner
Level 7

Roku Prime Video accessing wrong country

I have recently moved to the United States from Canada.

I have two Amazon Prime accounts one in the US and one in Canada, both use the same email log in.

When i go only i can clearly see the purchases from each country. My Roku on the other hand still thinks it is in Canada. I have reset the device, resigned in, re-linked my device and all with the same result, I see my Canadian purchases and all of the items to rent or buy are listed in Canadian dollars. 

Is there a way to get my Roku to realize that it had moved?

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2 Replies
boogernose
Level 18

Re: Roku Prime Video accessing wrong country

My experience with Amazon and Prime is they are very accomidating to

Their customers. I would contact them directly https://www.google.com/search?sxsrf=ALeKk01YotKJCBeTx_fYvDrnZqtVxyfdAw%3A1607031865376&source=hp&ei=...

---A problem clearly stated is a problem half solved---.
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RokuDanny-R
Roku Employee
Roku Employee

Re: Roku Prime Video accessing wrong country

@26mileRunner 

Thanks for the inquiry.

It sounds like you may have created a Roku account that isn't located in your current region. If channels in your region are not available, it may indicate that your device is linked to an account that was created in a different region where that channel may not be offered by the channel provider. You'll want to make sure that you are using an internet connection located in the correct region when creating your account. You can check your IP address' reported location by visiting www.whatismyip.com - If you see an issue, you'll need to contact your ISP to help resolve any issue.

We would recommend creating a new Roku account in your region. For more information about how to create a new account, visit our Support page here: How do I create a Roku® account? Once your new account is set up, try to perform a factory reset on your device and link it to your new account. For more information about how to perform a factory reset, visit our Support page here: How do I factory reset my Roku® streaming device?

Please keep us posted what you find out.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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