Forum Discussion

Ruggles's avatar
Ruggles
Channel Surfer
3 years ago
Solved

Unable to view Acorn TV after subscribing getting an error code

I subscribed to Acorn TV on the Roku device, not through the Roku channel. I received a confirmation email from Roku. When I try to view the Acorn TV channel on the Roku device, or when I try to sign...
  • RokuJohnB's avatar
    RokuJohnB
    2 years ago

    Hi jabatx,

    Thank you for posting here in the Roku Community!

    We understand you're having a problem with the charge on your account.

    We recommend verifying that you currently do not have any active subscriptions by logging into your Roku account online at my.roku.com and clicking Manage your subscriptions. 

    Additionally, please check whether you have multiple Roku accounts.

    For more information about how to review unrecognized charges, you can take a look at this link: What to do if there is a charge you do not recognize | Official Roku Support

    If you need further assistance with account and billing-related issues, please contact them directly through our Account-Billing Support page. Choose the options for "Account, payments, and subscriptions," and they are the best ones to help you out with that matter.

    Kind regards,
    John

  • RokuCarly's avatar
    RokuCarly
    12 months ago

    Hi, lanagrl78.

    Welcome to the Roku Community.

    Thank you for informing us about your streaming issues with the Acorn TV app on your Roku. We'd be happy to provide a resolution regarding this matter.

    If you wish to cancel your subscription to the Acorn TV app, kindly follow the steps provided below:

    1. Sign in to my.roku.com and go to My Subscriptions.
    2. Under Active subscriptions, select the subscription you want to cancel.
    3. Select Manage subscription and then select Turn off auto-renew. Turning off auto-renew means you've canceled your subscription, and you will not be billed for it in the future.
    4. After canceling your subscription, you'll continue to have access to it until the end of your current billing cycle.

    Note: If this option isn't available, 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.

    Furthermore, if you want to request a refund, our Accounts and Billing team would be more than happy to help you with this. You may reach them here: Roku Support | Contact Us

    Feel free to let us know if there's anything else you'd like us to assist you with. We'd be happy to continue doing so. 

    Warm regards,
    Carly

Ruggles's avatar
Ruggles
Channel Surfer
3 years ago

Thank you for your reply, Mary. When I click on the link you provided, a new web page opens, but then nothing further happens, other than I see the Windows spinning icon as if the computer were processing, but the screen never updates. I tried this same link last night, but the computer ran all night without taking me to the Accounts - Payments support page. I don't know how to contact them since the link doesn't work for me. Thanks.

Ruggles's avatar
Ruggles
Channel Surfer
3 years ago

For the third day in a row, I still cannot watch the Acorn TV channel, even though I have paid for it through Roku Pay. The link to the Payments and Billing page does not work for me in Windows 10. I have not been able to resolve my issue. I am still paying for a channel via Roku that I cannot watch. This situation in not acceptable. I need directions that will allow me to connect to the Payments and Billing group. There is no way that works for me, even though I have tried all the support links on the Roku site.

Please advise.

 

  • RokuMary-F's avatar
    RokuMary-F
    Community Moderator
    3 years ago

    Hi Ruggles,

    Thanks for following up.

    We'd like to take a closer look to see if there's anything else we can suggest to help. Please provide us with the serial number of your Roku device from Settings>System>About.

    Once we have this information, we'll be able to pass it along to our Support team who can assist you further.


    Best regards,
    Mary

    • Ruggles's avatar
      Ruggles
      Channel Surfer
      3 years ago

      Thanks kindly for your reply, Mary.

      My Roku serial number is X004007NV9K5. That is the one on which I placed the order.

      I have another device as well: 4124CF101929.

      I don't know if you need both numbers, but now you have both if you need them.

      I look forward to hearing from you.

      Best regards, Ruggles

  • Msdwagner's avatar
    Msdwagner
    Reel Rookie
    2 years ago

    For the 2500-000000-607 error:

    Short answer: I suspect you are trying to sign in to Acorn with the wrong password. For instance, if you were signing in using your Acorn.tv website password, try signing in with your Roku password. Or if your Roku password doesn't work, try your Acorn.tv website password.

    Long answer: I have struggled with this most of the afternoon. Ultimately, after speaking to a good tech at Roku, it turned out that I was trying to log into Acorn with my Acorn.tv website password. The problem was that I had signed up for Acorn through Roku, and was paying for Acorn through Roku, so I should have used my Roku password.

    Once we figured that out, I signed in to Acorn on Roku with my Roku password, and the problem went away. A message did open up as soon as I logged in, but I just clicked the screen behind the message, and I was good to go. (I was too desperate and exhausted at this point to actually read the message.) I hope this helps someone.

    • Jorgensent's avatar
      Jorgensent
      Channel Surfer
      2 years ago

      We’ve experienced the same problem and have paid $69 for a service we cannot access.   Is there a solution?   Can we at least cancel the subscription and receive a refund? 

      • heididj's avatar
        heididj
        Reel Rookie
        2 years ago

        Yes, cancelling and getting a full refund is what I did. The Roku CS seems to not have a clue which is odd given how common this problem is for customers and how long it has been occurring.