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

Kittens Theme Channel Disappeared

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Had my theme change from Kittens to Default the other day and cannot for the life of me find out what happened to my theme. It's not showing up on my Roku, it's not showing up on the website--it's like it disappeared off the face of the earth. What happened?? That was the only theme I actually liked. Does anyone know what might have happened? As well as the likelihood of it returning?

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Level 19

Re: Kittens Theme Channel Disappeared

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Thanks for the notes here. Channels may be removed at any time for a variety of reasons. You can see more about this here: https://support.roku.com/article/360004150534-why-is-a-channel-no-longer-available-on-my-roku-stream...

For any further status updates, we'd recommend reaching out to the channel or service provider directly. 

 

Thanks,

Tanner

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8 Replies
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Level 7

Re: Kittens Theme Channel Disappeared

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Same here, I loved that theme, I hope its not gone

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Level 19

Re: Kittens Theme Channel Disappeared

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Thanks for the notes here. Channels may be removed at any time for a variety of reasons. You can see more about this here: https://support.roku.com/article/360004150534-why-is-a-channel-no-longer-available-on-my-roku-stream...

For any further status updates, we'd recommend reaching out to the channel or service provider directly. 

 

Thanks,

Tanner

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Level 7

No refund for removed theme

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I purchased the Kitten Theme a few years ago and now it has been removed. I contacted customer support and they confirmed it is no longer available. Since I had paid money for this, I think I am due a refund or some sort of compensation just out of principle, but apparently nothing will be done.

So, if you give them money for something just be aware that it may be taken away and your money is gone.

from Customer Support emails:

The kitten theme is removed from the Roku platform and that is the reason you are not able to pull the theme in the Roku.
A refund request has been denied for the charges you were billed for Kitten theme. 
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Roku Employee
Roku Employee

Re: No refund for removed theme

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@rick_hughes 

Thanks for the inquiry. I'm sorry to hear about the experience—that's not what we aim for.

I'd be happy to assist you further with this. I've passed along your concerns to our Support team. They will follow up and assist you.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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Level 7

Re: No refund for removed theme

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Thanks, I received a phone call from customer support saying I would get my refund. I will update when received.

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Level 7

Re: No refund for removed theme

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I have received a $5 credit on the channel store, so I consider this resolved.

 

Thanks

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Level 7

Re: No refund for removed theme

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Can you tell us why it was removed?  I also purchased this theme a while back and then it just disappeared recently.  No notice or refund or anything was provided.  I can tell you it has certainly put me off buying any other themes or digital content from Roku in the future.

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Level 19

Re: No refund for removed theme

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@Danw99 Our apologies for any inconvenience. Channels, Themes, or Screensavers can be removed at any time for a variety of different reasons. We don't have any other details to share, but I can definitely help get you in touch with our support team for billing assistance here. Please send me a private message with your Roku account email address and the approximate date of purchase. I'll follow up directly to assist you further. 

 

Thanks,

Tanner

 

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