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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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dts
Level 8

Disney+ purchased thru Roku & cannot login

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I purchased Disney+ thru Roku on 18-Nov-2020 and I paid for a full year. The channel was working until last week. I never had to login to Disney+ because I purchased it thru Roku.

Last week the channel would not load. I restarted my Roku, and then the channel would load but it asked me for login credentials. However, Disney+ claims, "We couldn't find an account for that email". I provided my Roku account email because I signed up thru Roku (and other messages here say that is the correct procedure).

Next I removed the Disney+ channel and restarted my Roku. Then I reinstalled the channel. That did not resolve the problem either. I was again asked for login credentials and again told there is no account for my email.

Attempting to login in directly at disneyplus.com gives the same error: "We couldn't find an account for that email".

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2 Solutions

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RokuDanny-R
Roku Employee
Roku Employee

Re: Disney+ purchased thru Roku & cannot login

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@dts

Thanks for the post.

For account and billing related issues, please reach out to our support team directly here for your 'Account or billing' issue, here: https://support.roku.com/contactus. They will be able to further assist you.

Thanks,
Danny

Danny R.
Roku Forum Moderator

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dts
Level 8

Re: Disney+ purchased thru Roku & cannot login

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Roku refunded me for the Disney+ subscription. Thank you!

All would be forgiven if I didn't have to suffer through long reCaptcha barriers just to post this message.

View solution in original post

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4 Replies
RokuDanny-R
Roku Employee
Roku Employee

Re: Disney+ purchased thru Roku & cannot login

Jump to solution

@dts

Thanks for the post.

For account and billing related issues, please reach out to our support team directly here for your 'Account or billing' issue, here: https://support.roku.com/contactus. They will be able to further assist you.

Thanks,
Danny

Danny R.
Roku Forum Moderator

View solution in original post

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dts
Level 8

Re: Disney+ purchased thru Roku & cannot login

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Roku puts up too many barriers for customers to receive proper support. For example, your "contact us" page requires that I first login. But that requires that I solve a ridiculous Captcha. Your company clearly does not value my time. When I finally navigate to the point where I can actually choose "contact us", the chat option is disabled and the email option doesn't work.

Then to reply here, I have to again complete a Captcha.

Your company seems to want to make me dislike even the thought of the Roku name. Amazon would never ever make it this hard to get support.

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dts
Level 8

Re: Disney+ purchased thru Roku & cannot login

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I spent over an hour on the phone with Disney support. I also finally managed to chat with Roku support. Roku has the record of my account. I only have one Roku device and the serial number matches my account used to subscribe to DIsney according to Roku support. I also have the Roku payment invoice. However, Disney does not have any record of my account. They searched by name, email, zip code, and every other way they could search.

Disney did give me some useful advice: never sign up for any channel through Roku. For Disney, register on their website, not any 3rd party site/device.

In my case, it looks like I paid for a full year of Disney+ at $69.99 and received only 3 months of service.

Roku is unwilling to help. Disney tried to help, but Roku has not provided Disney with anything that shows I have a subscription.

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dts
Level 8

Re: Disney+ purchased thru Roku & cannot login

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Roku refunded me for the Disney+ subscription. Thank you!

All would be forgiven if I didn't have to suffer through long reCaptcha barriers just to post this message.

View solution in original post

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