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RokuAustin's avatar
RokuAustin
Community Manager
2 years ago
Solved

[SOLVED] Reports of Paramount+/Showtime not working as expected

We are receiving reports from users that the Paramount+ and/or Showtime bundle are showing locked content when a customer has already subscribed to this content. 

We believe this issue is now solved, but customers will need to contact the channel partner.

Paramount+/Showtime users who are seeing this error will need to contact Paramount Customer Support directly to have their streaming accounts fixed.

You can contact Paramount using the instructions below:

  • Navigate to https://help.paramountplus.com/s/contact-us 
  • Choose the option for Technical Issues
  • Choose the option for Video Streaming Issues
  • Scroll down until you see the option that says STILL NEED MORE HELP?
  • From there, choose the chat or call option. Let the customer support rep know what you're seeing and they should be able to reset your account on their side and confirm playback with you.

We are going to go ahead and close this thread, please start a new thread if you have contacted Paramount and the issue is still not resolved for you.

Roku Community Team

Fixed
  • RokuTakashi's avatar
    RokuTakashi
    2 years ago

    Hi Philipneumann,

    Thanks for keeping us posted and providing us with updates!

    You can reach out to the channel provider directly and inquire further about the issue to resolve it. Since you're accessing it through the stand-alone app, the channel provider's support might have the option to fix the issue you've encountered.

    We hope for your understanding regarding this matter.

    All the best,
    Kash

31 Replies

Replies have been turned off for this discussion
  • beancrisp's avatar
    beancrisp
    Binge Watcher
    2 years ago

    I just subscribed to the bundle but all the showtime are locked. I restarted my Roku. When that didn't work I went to remove the channel and reinstall it. There was a manage subscription where the remove channel usually is so I clicked on it. There it has an option to remove auto renew. I then clicked to remove auto renew.  It still has no option to remove the channel so I can add it back to see if that will let me play showtime content. If Roku does not resolve this issue it means they owe me $6 which is the difference between just paramount+ and the bundle.

    • austinrobinson's avatar
      austinrobinson
      Newbie
      2 years ago

      Call Paramount 1-888-274-5343 and choose technical support by hitting "2". It was fixed in 2 min. None of the Roku fixes work

    • GracieBear's avatar
      GracieBear
      Reel Rookie
      2 years ago

      Do NOT contact Roku support. They bounced me about their chat universe for almost an hour and nobody was able to help. They acted like they had no clue about this issue that MANY people are having. 

      so I went to help.paramountplus.com and chatted with them. Was able to chat with a person within a couple minutes. Told them the issue. And within a minute they said this:

      I have refreshed your account on our end. Can you please try to sign out and sign back into your Paramount+ app?

      I checked it was FIXED!

      🥳

    • RokuERey's avatar
      RokuERey
      Retired Moderator
      2 years ago

      Hi beancrisp,

      Thanks for the post!

      We see that you're having an issue when accessing the Paramount+/Showtime bundle.

      Please be aware that there is no way to remove the channel when the subscription is via Roku Pay or through The Roku Channel.

      For further assistance about this, we would recommend you reach out to one of our experts from the Account and Billing team to be better assisted.

      You can contact them here and select Account, Payments, and Subscriptions.

      Warm regards,

      Rey

      • beancrisp's avatar
        beancrisp
        Binge Watcher
        2 years ago

        I'm able to play showtime on my tablet using the desktop site. That means the problem is with the paramount plus channel on my Roku ultra. I do not like to watch movies and tv show on my tablet and I don't like casting content from my tablet to the tv.

  • WeD's avatar
    WeD
    Newbie
    2 years ago

    New Paramount + meun that doesn't allow me to get to any content even though it allows me to log in. When I select " Get Started" it indicates I already have an existing account. If I select "Warch Free Episodes " and try to select content it indicates the content is unavailable try again later. The only thing I can think to do is just cancel the subscription.

    • RokuTakashi's avatar
      RokuTakashi
      Community Moderator
      2 years ago

      Hi WeD,

      Greetings and welcome to the Roku Community!

      Thanks for bringing this to our attention, and we would like to see how we can assist. For us to better understand the issue, are you directly subscribed to Paramaount+ or through Roku Pay? Also, are you trying to access Paramount+ through the stand-alone channel or through The Roku Channel?

      The information you provide us will guide us to assist you better.

      All the best,
      Kash

      • Philipneumann's avatar
        Philipneumann
        Reel Rookie
        2 years ago

        I'm having the same issue. I paid for a year of Paramount back in December via Roku Pay and some kind of discount they had at the time. Now I can't view any content. It's not via the Rolu Channel App, it's via the standalone Paramount Plus app but purchased through Roku. Been an issue for days now.

         

  • Disappointed82's avatar
    Disappointed82
    Newbie
    2 years ago

    Are you all ever going to fix the Paramount plus/Showtime issue…for so many people to have the same problem and the only suggestion is to contact Paramount is such a cop out. Roku is the problem. So why can’t y’all fix it. Showtime will work on my phone but not on the Roku TV, so it’s not a Paramount problem. Even though a lock still appears on the Showtime shows, when you type them in the search, it will pop up and you’ll be able to watch and even download episodes you’d like to watch. The issue must have to make the news before it’ll be fixed.

  • Wyteria's avatar
    Wyteria
    Newbie
    2 years ago

    I have the bundle but I can’t view the locked shows 

    • RokuJechealR's avatar
      RokuJechealR
      Retired Moderator
      2 years ago

      Hi Wyteria,

      Thanks for your first post in the Roku Community!

      We appreciate you bringing this to our attention about this bundle channel that you can't access. Would you mind giving us more details about the issue you've experienced? Are you getting an error code or message? Where are you trying to view the channel on the standalone channel or under The Roku Channel?

      With more detailed information, we will be able to assist you further.

      All the best,

      Chel

  • RokuAustin's avatar
    RokuAustin
    Community Manager
    2 years ago

    Annoyed_1 Philipneumann Wyteria Disappointed82 

    This is a Newly Reported Issue. 

    What does that mean?

    Newly reported issues mean that usually this issue is not widespread and we are still gathering information to help solve the issue. If the issue is a channel-facing issue, then we will work with the channel partner to help solve the issue.

    Let us know...

    • Are you experiencing this issue, too? If you had previously reported this issue, is it still happening?
    • Please describe what you're seeing. Let us know which subscription tier you have, and if you are unable to view content on Paramount+ or Showtime or both. Let us know if you're seeing a locked icon or any other error message.
    • Let us know your Roku 4-digit model number along with your Device ID (both found under Home > Settings > System > About).

    Thank you for your patience as we work to solve this issue. You can hit the subscribe button to be notified of updates.

  • Puzzled_in_PA's avatar
    Puzzled_in_PA
    Newbie
    2 years ago

    I've been a Showtime subscriber (through Roku) since December 2021. This evening, in an attempt to watch my Showtime live feed on my Roku Streaming Stick (Model - 3820, both Showtime East and Showtime West), the expected content (Showtime Boxing) never loads and also never shows an error message. The display simply shows a black screen with a perpetual spinning wheel (until I stop the process). No Showtime live content.

    My Roku's channel's main screen does indicate that my Showtime account will be transferred to Paramount+ by August 22, 2023. To me, this indicates that I should still have normal access to my Showtime account until the transfer date, at minimum. Please advise.

    To ensure my security, I'd prefer to share my Roku Steaming Stick's Device ID in a private chat (when/if necessary).

    Thank you.

    • RokuAustin's avatar
      RokuAustin
      Community Manager
      2 years ago
      Puzzled_in_PA wrote:

      I've been a Showtime subscriber (through Roku) since December 2021. This evening, in an attempt to watch my Showtime live feed on my Roku Streaming Stick (Model - 3820, both Showtime East and Showtime West), the expected content (Showtime Boxing) never loads and also never shows an error message. The display simply shows a black screen with a perpetual spinning wheel (until I stop the process). No Showtime live content.

      My Roku's channel's main screen does indicate that my Showtime account will be transferred to Paramount+ by August 22, 2023. To me, this indicates that I should still have normal access to my Showtime account until the transfer date, at minimum. Please advise.

      To ensure my security, I'd prefer to share my Roku Steaming Stick's Device ID in a private chat (when/if necessary).

      Thank you.

      Puzzled_in_PA Thanks for your response. You may be able to reach out to Paramount and have them reset your account.

      Contact Paramount here. Then, choose "Technical Issues" and "Problems Signing In," then scroll down until you see "Still Need Help?" and from there you'll see multiple contact options. 

      Please update us and let us know if they're able to solve the issue or not.