Sorry to hear that, we can definitely jump on this to investigate and resolve ASAP.
I'm adding our Enterprise Support team to this response to flag the issue and investigate, but I highly recommend directing users to our User Support team so we can troubleshoot with them directly.
Here are the options you can send them to do so:
Via the Contact Us form within the Roku app itself
Via our your support form: TCN | Contact Us
Emailing at [email protected]
I'll work with Support until we understand what's happening and fully resolved.