Channels & viewing

[EdwardK2]

I keep getting a message from Disney saying my TV is not part of my household account.  When I click on "Update Household" Disney emails me a 6 digit code and the TV displays a screen to enter the code however there is no way to enter the code, there is no onscreen keyboard and the keyboard on the Roku App on my smartphone doesn't do anything. I can press all the numbers I want but they are not entered on the screen.  I have reinstalled my Roku smartphone app as well as the Disney app on the Roku box and rebooted the Roku box but nothing seems to work. Anyone have a fix for this?

[RokuCarly]

Welcome, @EdwardK2!

We're grateful to have you here in the Roku Community.

Thank you for reaching out about being unable to successfully enter the code provided by the Disney+ app on your Roku. We'd love to suggest some steps you could try to troubleshoot.

Kindly follow the steps precisely to refresh the system of Disney+:

1. Remove the channel: navigate to your Home screen, move to the right, highlight the app, press Star*, then select Remove channel
2. Perform a system reboot: navigate to your Home, select Settings > System > Power (skip if unavailable) > System restart
3. Re-install the channel: navigate to your Home, scroll and select Store, look for the app, then press Add channel

Here's our support article for reference: How to resolve a channel playback issue

After doing so, kindly try to access this app again and enter the code to see if this helps. Keep us posted on how it goes and we'll go from there.

Best regards,
Carly

[EdwardK2]

Hi Carly

I tried everything you suggested but it did not work. I am not sure you understand the problem - there is no way to enter the code that Disney sends me.

I can open a keyboard on my Roku smartphone App but nothing I enter using it is entered on the TV screen.

The Disney screen on the TV does not have a keyboard or any icon to call one up.  It only has a sic digit field for the code and a "continue" button to be pressed once you are done. 

Here is the screen shot of the TV screen - no keyboard or keyboard icon anywhere.  Disney has just rolled out added security so perhaps the Roku App has not been updated to accommodate it?

This is really frustrating since I cannot access my Disney subscription. If I can't get it fixed I will have to look at another different set top box to stream with.

Here screen shot 

[RokuTakashi]

Thanks for keeping us posted, @EdwardK2 

In this case, we would recommend reaching out to Disney+ support directly and inquiring further for assistance since channel providers handle their customer's credentials and access management.

For more information, you can refer to Contact Us - Disney+ Help Center

We hope that this will be sorted out soon.

Best wishes,
Kash