Can’t watch on phone or Roku

Had my service set up today, and we got one receiver since our other televisions are smart. The receiver on its TV works great, no issues. But when I try to watch it on my Roku (which doesn’t have a receiver, but has the directv app) and on my phone through the Directv app, a handful of channels pop up and a error pops up when I try a different channel. “Not available to stream on this device”. I have the satellite service, not streaming, but was told if I have eligible smart tvs, I can stream with the app along with on my phone. 

I’d like to add that before the technician came out, my husband was able to view any channel on the app on the Roku TV just fine, until the technician did something and he lost access to those channels. 

I spoke with a customer service person who told me, since I’m a new customer, it’s a credential issue. They gave me a number to call and they may be able to fix it remotely, and of course I gotta wait until tomorrow, which is fine. Just frustrating. 

Has this happened to anyone before?