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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Level 7

Cannot find Amazon Prime, HBO, Hulu etc channels to add on new Premiere device

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I feel like I am going crazy!

I bought a new Premiere device, activated it under my existing Roku account, updated software on device but when I try to find channels/apps to add (such as Amazon Prime, Hulu, etc) they aren't listed anywhere. Not under recommended, movies & tv, apps... I also tried and cannot connect to Hulu, sling, or HOW using buttons on remote. 

I also do not see any search option within the channel store menu.

My old Roku LT had all of this, but I bought new one After we started to have issues with it randomly disconnecting from the internet.

Any help is appreciated

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Roku Employee
Roku Employee

Re: Cannot find Amazon Prime, HBO, Hulu etc channels to add on new Premiere device

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@Lyleg4439 

Thanks for the inquiry.

It sounds like you may have created a Roku account that isn't located in your current region. If Search isn't appearing on your device, it may indicate that your device is linked to an account that was created in a different region as Roku Search is currently available in English in the following regions: Canada, the United Kingdom, and the United States. If a channel isn't appearing in Search, 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, then create a new Roku account in the correct region. We'd also recommend reaching out to the channel provider directly for more help and information regarding the availability of their service on the Roku platform in your area. They can also assist with any login or troubleshooting questions that you may have. 

Please keep us posted.


Thanks,
Danny

Danny R.
Roku Forum Moderator

View solution in original post

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3 Replies
Roku Employee
Roku Employee

Re: Cannot find Amazon Prime, HBO, Hulu etc channels to add on new Premiere device

Jump to solution

@Lyleg4439 

Thanks for the inquiry.

It sounds like you may have created a Roku account that isn't located in your current region. If Search isn't appearing on your device, it may indicate that your device is linked to an account that was created in a different region as Roku Search is currently available in English in the following regions: Canada, the United Kingdom, and the United States. If a channel isn't appearing in Search, 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, then create a new Roku account in the correct region. We'd also recommend reaching out to the channel provider directly for more help and information regarding the availability of their service on the Roku platform in your area. They can also assist with any login or troubleshooting questions that you may have. 

Please keep us posted.


Thanks,
Danny

Danny R.
Roku Forum Moderator

View solution in original post

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Level 7

Re: Cannot find Amazon Prime, HBO, Hulu etc channels to add on new Premiere device

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Yes, i made the mistake of using a vpn connection when i set up the account. How do i undo this?

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Roku Employee
Roku Employee

Re: Cannot find Amazon Prime, HBO, Hulu etc channels to add on new Premiere device

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@nnazim 

Thanks for the inquiry.

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?

When doing this, you should make sure that you are not using your VPN.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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