Channels & viewing

[paulscottreaney]

I trialled Shudder on my Roku. 

Trying to cancel it before the 7 days is up has been an absolute time drain. 

Now I've been charged. 

It says on my Roku web account, I have no subscriptions. So I can't cancel it! 

Turns out Shudder really is the stuff of nightmares. 

[RokuCarly]

Welcome, and thank you for posting here in the Roku Community, @paulscottreaney!

We'd be happy to be of assistance here and provide further information regarding this matter.

If you've checked your Roku account for any active subscription and haven't found this app, it means the subscription isn't managed through Roku but directly through the streaming service provider. You'll need to contact them directly to cancel your subscription.

You may reach them here: Shudder Support

We hope you find this information helpful.

Warm regards,
Carly

[paulscottreaney]

Roku keeps saying contact Shudder. Shudder says contact Roku. 

I booked the channel through my Roku device. 

I think it may be because it’s linked to an email I no longer use. 

I cannot find the subscription anywhere online. 

no-one seems willing to help me. 

[renojim]

---

@paulscottreaney wrote:

I think it may be because it’s linked to an email I no longer use. 

---

Are you logging into to your Roku account using the email address that's displayed on your Roku device under Settings->System->About even if you no longer use that email address?

[paulscottreaney]

No. I can’t log in. I don’t know the password and don’t have access to that email any ore. 

[renojim]

@paulscottreaney, you're probably going to have to contact account support at https://support.roku.com/contactus.  The subscription is tied to the Roku account you can no longer access, so there's no way to cancel it from the Roku website.  If you still have a Roku device linked to the account you can't access, you should be able to highlight the icon on your Home Screen, press * on your Roku remote, and choose "Manage subscription".

[RokuCarly]

Hi, @paulscottreaney.

In addition to what our Community expert provided above, we highly suggest coordinating this with one of the live experts from our Accounts and Billing team. They will be able to locate your previous account and cancel this subscription for you. 

Kindly visit the link provided above and choose the "Accounts, payments & subscriptions" category.

We hope this will get everything sorted out soon.

Warm regards,
Carly

[paulscottreaney]

Sent an email, no response. And the Live Chat is never active. 

Not great. 

[RokuCarly]

Hi, @paulscottreaney.

Thanks for letting us know about this. 

Kindly check your inbox here as we will send you a Private Message for further details regarding this matter. 

Thank you for your patience and understanding and we apologize for any inconvenience this may have caused you. 

Regards,
Carly