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WarrenHardy
Level 7

My Crave Subscription I pay for through Roku is not working on my Hisense TV

As of Oct 26, Crave has changed their plans to include all the content they offer, some how this has interrupted my subscription to Crave that I pay for through Roku. 

My tv now says "Your Crave Mobile subscription plan does not allow you to play content on this devise. Take your viewing experience to the big screen! Visit Manage Account on crave.ca to upgrade now. 

So apparently in this update at Crave, it now considers my account a mobile account? weird since I pay for Crave through my Roku account that I set up when I bought my 70" TV.

This begs me to ask myself why am i paying for Crave through Roku, I think I will be cancelling it asap and signing up directly with Crave, cutting out the Roku middle man. Also I don't seem to be able to find a contact number, live chat or any easy way to get hold of anyone at Roku.

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3 REPLIES 3
AvsGunnar
Community Streaming Expert

Re: My Crave Subscription I pay for through Roku is not working on my Hisense TV

@WarrenHardy 

Subscriptions purchased through Roku generally need to be viewed through the Roku Channel.

For the most part, if you wish to view a subscription you purchased through Roku, you should be able to login to the Roku Channel on your mobile device (phone/tablet) and then be able to access your subscription content. (https://therokuchannel.roku.com/)

The login credentials for the subscriptions are usually different.  As a rule, you cannot just watch the content through the subscription provider's app if you purchased through Roku and vice-versa.  In your case, if you pay through Roku, you have to watch through Roku Channel.  If you pay Crave directly, you will have to install the Crave Channel/app on your RokuTV or streaming device and login with their credentials. (You will not be able to watch through Roku Channel).  Additionally, you would be able to watch on any device simply through the Crave App without accessing the Roku Channel first.

Here is Roku's information regarding this. https://support.roku.com/article/1500008104062

More info can be found on their support pages.

Feel free to post back if you need more clarity. 

Roku Community Streaming Expert
Just another Roku user... I am not a Roku employee.
Insignia RokuTV, Ultra 4660x, Premiere+ 3921, Express 4k+ 3941
sabsah
Level 7

Re: My Crave Subscription I pay for through Roku is not working on my Hisense TV

Hello, ROKU needs to fix this I think. 

I think it is an issue with ROKU not having the correct address for the new app on their side. They must be setting it up wrong. Maybe they do not know about the changes Crave have made and the older app is defaulting to the new Mobile. one The crave end of things looks exactly right when I go to my Crave account online.

I don't think it is a case of you paying via roku. I pay Crave direct and since the change I get the same message as you too when I try to watch Crave.  I have a Roku 3 connected to my TV and it has Crave on it.

Crave email me on Oct 29 to say they were going to move me to a new Crave total account and I checked by logging in and they did.  The other option is the mobile account which I am not subscribed to. 

 (I did email Crave anyway and I am waiting for a reply).

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RokuDanny-R
Roku Employee
Roku Employee

Re: My Crave Subscription I pay for through Roku is not working on my Hisense TV

@sabsah

Thanks for the post.

For more information about that channel's account authentication and functionality, you'll want to contact  Crave support directly to inquire further. Many channels on Roku are developed and maintained by the channel provider themselves. 

You can reach Crave support here: https://www.crave.ca/en/contact
 

Thanks,
Danny

Danny R.
Roku Forum Moderator
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