Roon trial subscription showing expired despite valid status (ref#23UU19)

Support
1

What is the operating system of your Roon Server host machine?

· MacOS

What kind of device are you using to perform the login?

· Mac

Where are you trying to login?

· I can't log into Roon

Have you been redirected to [https://account.roon.app](https://account.roon.app) (the Roon login page) in your browser?

· No

Please try to restart your Roon Server by closing the Roon Server app in the taskbar (MacOS), task manager (Windows) or rebooting your Roon Server machine.

· No, the issue remains the same

Different device

· I cannot switch to a different device

Are you still facing the issue on the different device

· No, the issue remains the same

Record the timestamp

· 19.46 CEST

Describe the issue

I have started a roon trial susbcription with the same email address as my Qobuz account but when I start Roon it says "your subscription has expired".

When I click the "Go to Account" button it shows me that my trial account is valid until July. Even though my trial account is showing in the Account section of Roon the app says I have an expired subscription and doesn't connect to the Roon server

I have tried reinstalling the Roon app but get the same issue

Describe your network setup

Orange Fibre Internet

2

Thanks for reaching out and welcome to the forum! On our end, your account appears to be valid with the trial active. Can you share a screenshot of the exact error you’re seeing (with any personal information/emails hidden/obfuscated)? Thanks!

3

Hi, here are the screenshots.

The first shows what it looks like just prior to clicking Connect; the second shows the error I get afterwards.

The Roon server itself begins running in the background.

What’s weird is that everything else in the app is blank - I cannot even access any settings menu.

When I go back all I see is what’s shown in the first screenshot.

Image 25-06-2026 at 21.26
Image 25-06-2026 at 21.262078×1560 185 KB

Image 25-06-2026 at 21.26 (1)
Image 25-06-2026 at 21.26 (1)2074×1544 133 KB

4

Silly question possibly but are you absolutely sure you are trying to login with the correct current account details?

The same email etc that you used when you signed up for the trial.

5

That’s what’s odd. I haven’t logged in at the point it gives the subscription expired error!

When I click the Visit accounts page button I can then login via the browser but I don’t see a login in the app itself.

Maybe there’s some way I can reset the cache or something?

6

The app passes login to a web browser using OAuth, so this is normal behaviour.

Try logging out from the accounts page, and then connect and login via Roon.

7

Hey @tjharrell9000,

Thanks for the screenshots, that helps clarify what’s happening. The blank app with no accessible settings menu, combined with a valid trial on your account page, usually points to a stale authorization token on the machine rather than an actual subscription problem.

Let’s try a clean re-auth in this order:

  1. Log out from the accounts page at ([url=https://account.roon.app]https://account.roon.app)[/url] (as @mjw suggested). Confirm you're fully logged out there before moving on.
  2. Fully quit Roon Server, close it from the menu bar/taskbar so it's not running in the background, not just the controller window.
  3. Quit the Roon app (the controller) as well, so nothing is running.
  4. Relaunch Roon Server first, give it a moment to come up, then launch the Roon app and let it connect to your server.
  5. When prompted, log in via the browser using the same email you used to start the trial. Once the browser confirms login, return to the app.
Let me know if this helps! 👍
8

I did all that and the result was identical - no login or settings menu visible in the app, it just starts with the Connect screen and then I get the subscription expired message all over again.

I then tried removing the Database folder from ~/Library/Roon

After repeating the steps you mentioned this time Roon showed the “Get Started” page (I hadn’t seen this before) but after clicking through this it showed the Connect page again and I got the same error.

So it looks like something is happening on the backend at the account authentication stage. Maybe Roon’s servers are somehow returning an expired status for my account even though it is active.

In any case, I never see a settings/login page in the app - possibly because it is blocked by the authentication failure from the backend.

It certainly looks like something I can’t fix from my side :frowning:

9

Hi @tjharrell9000,

Can you confirm you’re using the correct email when you attempt to login? I see a second account tied to a different email address that contains a few recognized Server and remote devices.

I’d give this second email a try and let me know if that helps. Thank you!

10

I think that was an email I used when I tried Roon years ago, around the time of the pandemic.

I tried using it again recently but for that one it was a different problem - it wouldn’t recognise my Qobuz subscription whatever I tried.

So I decided to make an account with the same email as I use for Qobuz - this is the email for which my trial is active.

The problem is that the Roon App doesn’t give me anything but the Connect page - which always fails with Subscription expired.

There is no way to login with the app or access any settings menu.

11

Thanks for the clarity @tjharrell9000

If you could, please use the directions found here and send over a set of Roon Server logs to our File Uploader? Once logs have been uploaded, please let us know so that we can check the server for your files, thanks!

12

Hey @tjharrell9000,

I am very sorry that simply logging into Roon is proving to be such a difficult mountain to climb. We’re here to help and I believe we’ll get you all set up, with some :four_leaf_clover: before the weekend.

The account you are contacting us from (taell**00@gmail.com) has an active free trial that, as you mention, was just started. However, this account was never used to log into any Roon Server just yet, which is consistent with everything you described so far. Could you please confirm if you can log into the Roon account page using this email and do you see that you have a free trial?

All the “subscription expired” screens are the expected behavior, as you are using your older Roon account (ar**ll.t@g*a**.com) to log in that is inactive: the free trial on this account ended mid-June.

As a test, I have started a new free trial on your older account. Could you please try logging into Roon using it? Then, our @support team can help with the issue that you first experienced and triggered everything: connecting your Qobuz account into Roon.

Your Qobuz account does not need to use the same email address as your Roon account; something else was causing the issue in using your Qobuz account in Roon and our team is here to help.

Looking forward to hearing back from you :relieved_face:

13

Thank you!

When I logged in to that email account in the browser before launching the app it loaded Roon correctly.
All my previous tracks were recognised and the new ones I added to Qobuz yesterday when transferring my playlists from Apple Music.

Please leave this email address (*****.tj@gmail.com) as the active one for the trial and I will cancel the trial for the other one.

Thanks also to everyone who gave suggestions :blush:

14

Hey @tjharrell9000,

That is such good news and exactly what I hoped we would hear back from you :tada:

Thank you very much for writing this note. We’re glad all is well :relieved_face:

P.S. On our end, all looks exactly as you described :check_box_with_check: