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user_047qnn
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Friday, January 30th, 2026 1:28 AM

Unable to activate/authorize Stream App on Roku devices

I'm tyring to activate /authorize the stream app on my roku devices and i keep getting an error.

I am able to install the app in the Roku devices. When i try to log-in in tells me to go to xfinity.com/authorize and enter the code showing in the stream app. The web page shows successful activation but in the Roku Stream app it gives me the error "Thank you for being an Xfinity Customer. Unfortunately, we cannot support high speed data customers sithout a video subscription. Check out xfin.tv/shop to subscribe today!"

I am able to access it on Fire TV, Samsung Tablet, and Online. All my Roku devices are listed as supported on the website. I've uninstalled/re-installed the app multiple times but still can't authorize the Roku devices. I've searched the community forum and I found this same issue on several posts with no resolution.

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14 days ago

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XfinityMatthew

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14 days ago

Hello @user_047qnn Thanks for reaching out to us. Sorry to hear you are having issues connecting the Xfinity Stream app to Roku. One common issue with Roku is it gets mad at multiple accounts some times. Do you have multiple Xfinity accounts by chance?

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user_047qnn

Visitor

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I only have 1 active account with Xfinity (internet and 1 promo free mobile line). I'm not sure if it matters but I used to have Xfinity internet, mobile, tv, and home security but that was several years ago.

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14 days ago

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XfinityBillie

Official Employee

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3.9K Messages

 

user_047qnn Just to clarify, you only have internet but no TV services with your active account?

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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14 days ago

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user_047qnn

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That is correct. I don't have TV services. I have military service benefits that comes with a 1 year free NOW TV but i haven't figured out how to set it up yet since i can't access the stream app. It also states in your website that a TV service is not required to use the stream app. 

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14 days ago

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XfinityBillie

Official Employee

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3.9K Messages

@user_047qnn I'd like to get a closer look at the account to see what is happening. Please send us a DM to Xfinity Support with your full name and address to get started.

To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pen and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
A "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window   
Press Enter to send it

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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14 days ago

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user_047qnn

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7 Messages

I will read through the FAQ's. The requirement to have a TV service might be different for ROKU devices. But then how would I activate my 1-year free NOW TV if i can't access the stream app on ROKU? Thank you for looking in to this.

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14 days ago

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