Issue Tracking Board

[Staceypaterson]

I am being charged each month for a NFL $14.99. But I show no subscription on my device or on the app. The phone number on my checking account 1-816-272-8107 which directs me to support.Roku.com.  I have already tried this way but I am not getting any were with this issue. I have been trying to cancel it for months now.  I will soon cancel my card if we can not get this issue resolved another way

[RokuMaryEF]

Hi Roku Community users,

We’ve received reports from NFL app users experiencing the error message "Something went wrong, please try again or go to id.nfl.com/account" when trying to accept the "Terms of Service, Subscription Terms of Service, and Privacy Policy."

Update: 9/23

To help resolve this issue, please follow these steps:

1. Go to id.nfl.com/account on a computer, phone, or tablet using a browser.
2. Sign out of the website (if you’re currently signed in), then sign back in.
3. After signing back in, you should see a prompt to re-consent. Please try this and let us know if it resolves the issue.
4. If the consent pop-up does not appear, please sign out and sign back in again.
5. Once consent is accepted on the website, return to your Roku; the pop-up should be gone.
6. If the pop-up still appears, restart your Roku, reopen the NFL app, and try again.

If these steps do not resolve the issue, please keep us updated. We are actively working with our partners at the NFL app to find a solution. Thank you!

Best regards,
The Roku Community Team

[Trippnwo]

Got it to load finally. I tried the steps above and it didn’t work. Below is what exactly what I did to get it to work. On a side note…I never received a re-consent popup during this entire process. 

I went to id.nfl.com/account and signed in and signed out and back in. 

I then went to tv app and tried to sign in and it wanted to load but looped back to the Roku home screen when loading “live and upcoming” like it’s been doing for weeks  

So I deleted the app from the tv.  Then cleared the cache on the tv twice (home button 5 times, then up button once, then rewind twice, then fast forward twice…this is the process for my tv model…yours may differ)

I then went back to id.nfl.com/account and signed in.

Then went back to my tv and reinstalled the nfl app.  Opened it up and it loaded up after some tense moments and flashes and spinning circles on the “live and upcoming screen.”

I am currently watching GameDay Final live right now after the WAS/CIN game.

I hope this helps some people out.  This has been extremely frustrating.  I will post throughout the week and especially on Sunday my results of trying to load the app up.  

thank you

[Ploudenback]

Solution: I factory reset one of my players and created a new Roku Account...then I was able to login to NFL and it worked just fine.

I'm going to delete my Roku Account and start over. I'll update a status when I'm done.

[RokuMaryEF · Accepted solution]

Hi Roku Community,

We've identified a solution for the "Something went wrong" error message some NFL app users are encountering. We apologize for any inconvenience this may have caused.

Update: 10/02

Here's how to resolve the issue:

1. Update the NFL App: Go to the Roku Channel Store and ensure you have downloaded the latest version of the NFL app.
2. Remove and Reinstall: Remove the NFL channel from your Roku device.
3. Restart Your Roku: Power down your Roku device completely for a few seconds, then turn it back on.
4. Reinstall the NFL App: Go back to the Roku Channel Store and reinstall the NFL app.

After following these steps, you should be able to access the NFL app without encountering the error message.

If you continue to experience issues, please let us know.

Thank you for your patience and understanding!

Best regards,
The Roku Community Team

[ft4life]

NFL app on my tv does not have the option to remove it so I can re-install it. resetting ROKU does not work. I tried for hours on 20 OCT 24 to fix this. No joy! Please advise.

[Lmyoung13]

This is terrible I cannot get this error resolved and haven’t been able to watch for weeks! 

[Ploudenback]

I have 2 things that happened to resolve my issue. 

1: I factory reset one of my Roku's and created a new Roku account using a different email. Then I was able to login to NFL app and everything worked.

2. About a week later there was an update that occurred and after I updated my other Roku's, the NFL app worked properly on all of them.

Good Luck!

[GreerMc]

I am happy to say that I’m back online!  Received a private message with the following instructions:

”… Please perform a software update by going to Settings > System > Software Update > Check Now. If there is a new version available, please download it. After the update, try launching the app again to see if the issue has been fixed.”  The solution solved the problem.

[kspec24]

This app is the biggest POS. I’m paying for this subscription and I can’t even get this app to start.