Playback Issues - Audio/Video & Power

Help with audio & video playback issues, TV display type recognition & compatibility, HDCP messages, troubleshooting playback errors, advertisements, and resolving power issues.
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Level 7

Playback Failed error

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Hello - not sure what is happening and hope someone can help. We have the FandangoNOW app and tried purchasing a movie. Payment was charged and everything yet when we went to play the movie, we got an error stating: "Playback failed. Your Roku could not be registered for playback. It is already registered to another account. Unregister your device from that account, or call FandangoNOW customer care for assistance."

I can't figure out what account needs to be unregistered. Is this talking about another Roku account or another FandangoNOW account and how do I know which one has to be unregistered? As far as I know, we only have one account.

The only frustrating thing as I noted before is that payment was charged for this even before I could attempt to watch the movie. Very frustrating.

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Level 19

Re: Playback Failed error

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Hi there, 

Thanks for the note! You'll need to contact Fandango NOW support for more help with this. It sounds like your Roku device is currently registered to a different Fandango NOW account, and needs to be re-registered to the account you have made this purchase under. They can assist you with that process. 

You can reach Fandango NOW support here: https://fandangonow.custhelp.com/app/chat/chat_launch/

Please let us know if you need any further assistance after speaking with Fandango NOW support! 

 

Thanks,

Tanner

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Highlighted
Level 19

Re: Playback Failed error

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Hi there, 

Thanks for the note! You'll need to contact Fandango NOW support for more help with this. It sounds like your Roku device is currently registered to a different Fandango NOW account, and needs to be re-registered to the account you have made this purchase under. They can assist you with that process. 

You can reach Fandango NOW support here: https://fandangonow.custhelp.com/app/chat/chat_launch/

Please let us know if you need any further assistance after speaking with Fandango NOW support! 

 

Thanks,

Tanner

View solution in original post

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Level 7

Re: Playback Failed error

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We resolved this issue by signing out of and signing back into our FandangoNow account on the Roku using these instructions:

  1. Highlight Movie Store by Fandango or TV Store by Fandango.
  2. Press the star (*) button on your Roku remote.
  3. Select Sign out of existing FandangoNOW account.
  4. Select Sign in of existing FandangoNOW account.
  5. Follow the on-screen instructions to sign in.
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