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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Crissy87
Level 7

Disney+ not available on one device but is on another

The roku in question is a roku is 3900X model at my dads. I have another one at my house. Mine has a search bar and I added Disney+ easily. My dad's has no search so I tried to download it on the site to his channel list, but it says Disney + isn't available in thks region and won't allow me to download. Clearly it is available because I am using it on my phone and roku at home. This also happened when I attempted to at Amazon Prime video. His remote even has a prime video button but it isn't an option on his roku, and won't let me download off the site. 

 

This is incredibly frustrating. He can basically only have youtube, netflix and a bunch of random channels no one has heard of. 

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2 Replies
makaiguy
Level 20

Re: Disney+ not available on one device but is on another

Where is he located?

Is he connecting to the internet via a VPM that masks his apparent location?

  • 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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RokuDanny-R
Roku Employee
Roku Employee

Re: Disney+ not available on one device but is on another

@Crissy87 

Thanks for the post.

As @makaiguy mentioned, where is your dad located. I suspect that 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?


Thanks,
Danny

Danny R.
Roku Forum Moderator
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