I have the same problem. In addition if I visit my account and view my purchase history I can’t download any of my paid-for themes either. The website says there has been an “error” and to contact customer service if it continues. It doesn’t matter what browser I use or what invoice I click, nothing will download out of that history whatsoever.
It’s one thing for a ROKU to “glitch” and lose a theme. It’s another thing for paid-for themes and wallpapers to become inaccessible even after logging into my account (should be available to re-add to my ROKU through the invoice history but the website “error” has been going on at least three years — so they obviously would rather have their users think it’s just a fluke rather than a decision to pull those purchases from the Roku store. It feels like ROKU engages in bait-and-switch (deceptive business practice) because they never tell you that if you pay for something they can yank that purchase at any time. As a result of this, I have REMOVED payment information from ROKU and refuse to buy anything from them anymore. And that brings me to my next point…
I also have begged for help repeatedly for an explanation for why my Home Screen keeps being partially erased and replaced with stuff I don’t use. I will end up with Channel apps like FUBO TV, Spotify and Disney+ — which I don’t subscribe to — whereas I have now spent MOST OF THIS YEAR without Premium Channel I do subscribe to because every time I add them back to my Home Screen they are “erased” within a week or two (to the point where I gave up loading my Home Screen with my own lineup because roughly half of that lineup will just disappear on me no matter what!)
I posted to the forums and none of the moderators jumped in to help. I messaged ROKU support and none of them acknowledged my issue after I provided the device ID and the rest of the info they requested. It literally went nowhere.
I did what I could based on forum advice: I changed my ROKU password, PIN and even updated my network security and I still see my Home Screen overwritten.
Inferring from ROKU’s lack of support on this issue, I suspect there is some kind of conflict of interest in that a lot of the Premium content I am missing can also be purchased through ROKU Channel, which is obviously how they would prefer to see ROKU users subscribe to content.
I have been using ROKU since the ROKU 3 (~15 years). In all that time, I have never had a support issue addressed by ROKU. Their interface is simple to use — when it works. But it’s all downhill from there. Honestly, there is nothing left to do in situations like this but to look to non-ROKU streaming alternatives.
