Channel Issues & Questions

Help & troubleshooting for channels on your Roku device, including adding/removing channels, logging in to, authenticating, or activating a channel, channel-specific playback issues, assistance contacting channel publishers to report issues, and adjusting channel-specific settings.
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SebastianAR
Level 7

Can't add Disney+ channel

I have a 4K Roku Streaming Stick+ (model: 3810MX) and can't see the Disney+ channel to add it from the device or from the web. I'm in Argentina where the service is enabled and I have an account that works fine on Google TV, Samsung SmartTV and PS.

Any thoughts? Thanks!

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8 Replies
atc98092
Level 21

Re: Can't add Disney+ channel

Disney controls the countries where their channel can be installed on Roku devices. Even if Disney+ is available in your country, that doesn't mean that Disney has made it available in the Roku channel store there. Roku has no control over that. Only Disney can make their channel available in your country, so they are the ones you have to contact. Don't let their customer service tell you it's available, as they are simply reading a script that says the service is available there. They have to make it available on Roku devices, and only they can do it.

Dan
Ultra (4640), Ultra (4670), Ultra (4800), Premiere (3920), Insignia 720p Roku TV, Sharp 4K Roku TV, Nvidia Shield, Windows 10 Pro x64 running Serviio and Plex on a wired Gigabit network.
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DBDukes
Level 16

Re: Can't add Disney+ channel

It is up to the app developer to determine where the apps are available. Usually, in areas where Roku is supported, such as Argentina, if a service is available on other platforms, it's normally available on Roku.

There are places where it wouldn't be, but those are normally regions where Roku isn't supported. Your country is supported, though.

Just ruling out one possible cause: Are you using a VPN?

DBDukes
https://www.dbdukes.com/
Roku Ultra (4660)
Roku Streambar (9102)
Roku Streaming Stick+ (3810)
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SebastianAR
Level 7

Re: Can't add Disney+ channel

I know that, but I have friends here that have the channel added, that let me think that Disney has already enabled the channel on our region.

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DBDukes
Level 16

Re: Can't add Disney+ channel

You never answered the VPN question. A VPN can cause issues such as what your experiencing. That's why I asked it.

DBDukes
https://www.dbdukes.com/
Roku Ultra (4660)
Roku Streambar (9102)
Roku Streaming Stick+ (3810)
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SebastianAR
Level 7

Re: Can't add Disney+ channel

No, no VPN.

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DBDukes
Level 16

Re: Can't add Disney+ channel

Since other Roku users in country have the app, it seems you should too. Perhaps @RokuDanny-R can help. He's been tagged now and will likely be able to respond soon.

DBDukes
https://www.dbdukes.com/
Roku Ultra (4660)
Roku Streambar (9102)
Roku Streaming Stick+ (3810)
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makaiguy
Level 21

Re: Can't add Disney+ channel

Related to the VPN question -- where does the IP number of your internet connection indicate you are located?  You can check via websites like https://www.whatismyip.com/

One more question.  Were you in Argentina when you created your Roku account?

  • 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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RokuMary-F
Roku Employee
Roku Employee

Re: Can't add Disney+ channel

Hi @SebastianAR,

Thanks for the post.

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's 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?

Otherwise, please reach out to our accounts team directly. They can be contacted at http://support.roku.com/contactus. Choose the option for "Accounts and Billing." This should resolve the error you are seeing.

Thanks,

Mary
 

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