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tshores28
Level 7

Subscription Paid, Not Working

My monthly subscription to NFHS Network was charged to my account a few days ago, but the channel/app says I do not have a subscription. We rely on this to watch our children play sports, any ideas on why it's not showing our subscription as being active? 

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6 Replies
RokuMary-F
Roku Employee
Roku Employee

Re: Subscription Paid, Not Working

Hi @tshores28,

Thanks for the post.

Have you verified that you currently do not have any active subscriptions by logging into your Roku account online at my.roku.com and clicking Manage your subscriptions? What was the error message when attempted to stream the channel?

Please let us know and we'll continue assisting you from there.

Thanks,

Mary

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tshores28
Level 7

Re: Subscription Paid, Not Working

Active Subscriptions on my account show Monthly Pass for NFHS and that it’s renews next on 4/5/21. 
When trying to watch the app, it says Subscription required. 

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RokuMary-F
Roku Employee
Roku Employee

Re: Subscription Paid, Not Working

Hi @tshores28,

Thanks for the note.

Try removing the channel that you are experiencing the issue with from the Roku home screen. Then, disconnect your device from power for a minute. Plug it back in, then try to add the channel back once more and see if this clears up the issue. 

Does this clear up the issue you are seeing? Please keep us posted.

Thanks,

Mary

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tshores28
Level 7

Re: Subscription Paid, Not Working

Still having the same issue. 

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tshores28
Level 7

Re: Subscription Paid, Not Working

Any chance I can just get a refund and then I’ll re-subscribe. This is getting ridiculous. 

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RokuDanny-R
Roku Employee
Roku Employee

Re: Subscription Paid, Not Working

Hi @tshores28,

Thanks for the follow-up.

For these issues, it may be more effective for you to get help from our billing team. Please contact them directly at https://support.roku.com/contactus. Choose the option from the drop-down menu for "Questions about my account or billing," and you'll be able to send an email request there.
Thanks,

Mary

Danny R.
Roku Forum Moderator
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