Channels & viewing

[StickUser87]

I bought a subscription to Bentkey through my roku stick but when I try to view the premium content it just keeps asking for my birth year and for me to create an account. I created an account but its only letting me view the free content.

I was charged for the subscription but no matter what I do I cant get it to work on Roku. If I open it on my phone it seems to work fine.

I have uninstalled and reinstalled the app as well.

[RokuERey]

Greetings @StickUser87,

Thanks for making your first post here in the Roku Community!

We'd like to know how we can get you up and running. Is this your first time accessing this app? Do you see any error messages?

Please let us know more about this so that we can further look into it.

Thanks,

Rey

[StickUser87]

This is my first time using the app as it was just released. I am not getting any error.

When I open the app and click on the premium content, it asks me for my birth year, then it asks me to sign into my Bentkey account. When I sign in to the Bentkey account, it only recognizes the free version of the account, and not that I have purchased the subscription through Roku.

[RokuJanadeeK]

Thanks for your response, @StickUser87.

As per checking, you have no subscription to this channel on your account. In this case, it will be more effective if you directly contact our account-billing team, as they are the best ones to further assist you. Visit our Account and Billing Support page and choose the "Account, payments, and subscriptions" category. There should be an option where you can talk to one of our live representatives.

If you need further clarification and assistance, let us know.

Regards,
Janadee

[verneisa]

i too am having these same issues and have paid for the channel twice now, once with roku and once with bentkey so would like a refund on one of these as this was on the same day.  but first i'd like to get it up and running on my tv via roku.  roku doesn't give me the option to delete app. it does for other apps so not sure why..... i was going to delete and reinstall but no can do.  looking forward to your response and help please.

[renojim · Accepted solution]

@verneisa, you can't remove an app if you have an active subscription through Roku, although I've heard you can by using the Roku mobile app.  As for a refund, you'll have to contact support at https://support.roku.com/contactus.  Choose the "Account, payments & subscriptions" option and then look for any option that might lead to an actual human.

Roku Mobile App - Free for iOS® or Android™ | Roku

[verneisa]

removing the app and reinstalling and logging in with the bentkey login and pw seemed to make it work as it should.  thank you! and the charges are as they should be.  thank you for your help.

[verneisa]

where do i go to 'accept as a solution'?

[RokuERey]

Hey @verneisa,

Welcome, and thanks for joining us here in the Roku Community!

I see that you get the ginks out with the help of @renojim. Here is how you can accept it as a solution.

To mark a message as a solution, click Accept as Solution on the reply.

If you change your mind or if another reply provides an even better answer, you can revoke the first selection and accept the second reply.

To revoke an accepted solution, click Options > Not the Solution.

You can choose another solution or leave the question unsolved.

Best regards,
Rey

[verneisa]

accept as a solution.