Forum Discussion

Jessieharless's avatar
Jessieharless
Reel Rookie
2 years ago
Solved

How to contact Roku Support?

I’ve had my Roku items for a few months now. I have two cameras, they worked great a new days maybe a week. Then started to say it couldn’t connect half of the time, then not at all. Couldn’t update it, did everything the support page said to do and still nothing. It would work sometimes so I kept them up but now they won’t even turn on. They  disappeared from my smart home app as well with no reasoning. I can’t get them to turn back on either. I got them from Walmart and I can’t seem to get any information on how to replace them with the Roku warranty that it says they have automatically. I’m worried my other Roku items are going to start shutting off without warning too. Was the cameras just poorly made? I can’t seem to get any help from these websites Roku keeps telling me to go too. No email or phone number I can find. I wouldn’t have gotten anything Roku if I knew it would be this hard to get any help. 

  • RokuArjiemar's avatar
    RokuArjiemar
    2 years ago

    Hello! Bradharter,

    Thank you for posting on the Roku Community!

    We understand your confusion about this charge to your account. No worries; our billing team would be happy to assist you directly. You can reach them by phone or live chat here, and choose the option for "Accounts, Payments, and Subscriptions."

    How to Find Your Active Roku Subscriptions

    • Roku Website: Sign in to my.roku.com and go to "My Subscriptions." Here, you can manage your Roku subscriptions, including updating them or canceling them by turning off auto-renew.
    • Roku Device: Go to the channel and select "Manage Subscription" to see the renewal date and manage options. If you don't see this option, it's not billed by Roku. 
    • Roku Mobile App: Click on "Account" and then "Payments & Subscriptions" to view and manage your Roku subscriptions.

    Review your subscriptions and other charges:

    Free Trial: Free trials automatically become paid subscriptions. Cancel before the last day of the free trial. To avoid charges, you must cancel your subscription on or before the last day of the free trial period.

    Multiple users: If you share your Roku device with others, you may want to create a Roku PIN to protect against unauthorized purchases in the future.

    Multiple accounts: You may have more than one Roku account and have purchased or signed up for the subscription through a different account.

    Thanks,
    Arjiemar

7 Replies

  • RokuCarly's avatar
    RokuCarly
    Community Moderator
    2 years ago

    We're grateful to have you here in the Roku Community, Jessieharless!

    Our sincerest apologies for any trouble and inconvenience this may have caused you and appreciate the steps you've taken to resolve the issues you are currently experiencing with your Roku Smart Home cameras to no avail. 

    For any Roku Smart Home device, Roku streaming player, Roku Streaming Stick, or Roku audio device, Roku warrants the hardware against defects in materials and workmanship under normal use for a period of one (1) year from the date of purchase ("Warranty Period") if used in accordance with the provided documentation. 

    For further details about this, kindly visit: Roku Devices limited warranty and End User License Agreement.

    If you believe your Roku Smart Home camera is malfunctioning, you must first request a Return Material Authorization (RMA) number. Before you submit a replacement request, it is important to understand the details of the process as described in this article. Step-by-step instructions for returns and warranty replacements

    If you need further clarification and assistance, please don't hesitate to let us know as we'd be happy to help.

    Best regards,
    Carly

    • Jessieharless's avatar
      Jessieharless
      Reel Rookie
      2 years ago

      How do I request a RMA? I’m not sure if I’m even talking to a real person. I just keep being sent links that do nothing no where to even click to get the rma. This is beyond confusing and wish I could get ahold of a human. 

      • Rolloit's avatar
        Rolloit
        Newbie
        2 years ago

        Yes, they have made it extremely hard to contact support...currently, if I send in a support question, it wont go through, I get a "Oops... Something went wrong on our end. Please try sending again." message.  This has been happening for two days straight, and Ive tried two different machines.  Not good.

    • Bradharter's avatar
      Bradharter
      Newbie
      2 years ago

      I have been double charged. I need to talk with someone to get a refund

      • RokuArjiemar's avatar
        RokuArjiemar
        Retired Moderator
        2 years ago

        Hello! Bradharter,

        Thank you for posting on the Roku Community!

        We understand your confusion about this charge to your account. No worries; our billing team would be happy to assist you directly. You can reach them by phone or live chat here, and choose the option for "Accounts, Payments, and Subscriptions."

        How to Find Your Active Roku Subscriptions

        • Roku Website: Sign in to my.roku.com and go to "My Subscriptions." Here, you can manage your Roku subscriptions, including updating them or canceling them by turning off auto-renew.
        • Roku Device: Go to the channel and select "Manage Subscription" to see the renewal date and manage options. If you don't see this option, it's not billed by Roku. 
        • Roku Mobile App: Click on "Account" and then "Payments & Subscriptions" to view and manage your Roku subscriptions.

        Review your subscriptions and other charges:

        Free Trial: Free trials automatically become paid subscriptions. Cancel before the last day of the free trial. To avoid charges, you must cancel your subscription on or before the last day of the free trial period.

        Multiple users: If you share your Roku device with others, you may want to create a Roku PIN to protect against unauthorized purchases in the future.

        Multiple accounts: You may have more than one Roku account and have purchased or signed up for the subscription through a different account.

        Thanks,
        Arjiemar

  • RokuEuniceL's avatar
    RokuEuniceL
    Retired Moderator
    2 years ago

    Hi Jessieharless,

    Thank you for keeping us posted here in the Roku Community!

    We appreciate you letting us know about your problem with your Roku Smart Home cameras, which is not connecting or updating on your Roku Smart Home app. We will work with you to know what went wrong so we can assist you further and fix the issue. Please tell us more details so that we can better understand the problem you are having.

    • When did the issue start?
    • Have you restarted your network router?
    • Did you experience any power outages or changes on your network?
    • Are you getting any error messages or error codes on your Roku Smart Home app?
    • Have you tried signing out and signing back in or removing and re-downloading the Roku Smart Home app?
    • Have you tried restarting, factory-resetting, and re-adding your Roku cameras?

    Please elaborate on the issue that you are experiencing and the troubleshooting steps you have taken, so we can further assist you. We also recommend trying the steps mentioned in the questions. We'll be waiting for your response.

    Best regards,
    Eunice