Unable to Log in to Roon despite Lifetime Subscription (ref#0BJ7UQ)

Support
1

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

· Nucleus

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

· iOS

Where are you trying to login?

· I can't log into Roon

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

Are you still facing the issue on the different device

· No, the issue remains the same

Record the timestamp

· 12:20 pm est time

Describe the issue

Re:[## 1129052 ##] I can't log in

Hi Mark,

Thanks for reaching out with this issue, your account shows a lifetime subscription confirmed back in 2022, so this isn't a billing issue.

This looks like Roon just needs a refresh to recognize it. Try signing out of Roon and restarting your Roon Server, that should let it pick up your lifetime status correctly.

If it still shows expired after that, the next step would be to submit a technical support request so our team can look into it directly.

https://account.roon.app/en/contact/new-ts-request

Please let us know how it goes.

Reboot hard and soft doesn’t fix issue.

2

Hello @Mark_Laufer

Seeing “expired” the moment you have paid is exactly the kind of thing that should not happen. We have confirmed your subscription is active; this is usually just a stale status in the app, and signing out of Roon and restarting your Roon Server should clear it.

You can also check the current status at any time on your account page.

Please let us know if it still shows as expired after that, and we will take a closer look.