Account, payments & subscriptions

[Kye81]

Hi everyone!

my 18 month old got a hold of the remote and accidentally ordered the new Disney movie, Raya! Is there any way to cancel that $30 charge!?

please and thank you! 

[makaiguy · Accepted solution]

I don't know what the stated conditions for purchase were.  It may or may not be refundable if not actually used.

But you can protect yourself against future occurances right now by logging into your account at https://my.roku.com, setting up a PIN, and requiring it to be entered before the system will accept any purchases. 

[Dgmez]

My daughter did the exact same thing ! Seriously I’m going crazy trying to get customer service, seems like they don’t care.

[Kye81]

Will do! thank you so much for the advice.

[Kye81]

Hey! So I went through the chat option and was able to speak to a representative there. They looked into it and said, " as a one time courtesy" they would send it to their team for a refund request. It will take a couple of days for the refund once approved and I got a reference # for it. Maybe try that, and I hope it helps!

[RokuMary-F]

Hi @Kye81 @Dgmez

Thanks for the inquiry.

We would highly recommend creating a Roku PIN for your account to avoid any further unwanted purchases on your Roku account in the future. For more information about using a Roku PIN, visit our Support page here: How do I create or update the PIN for my Roku account?

For further assistance with account and billing-related issues, please reach out to our support team directly here for your 'Account or billing' issue, here: https://support.roku.com/contactus. They will be able to further assist you.

Thanks,

Mary

[LunaStarr69]

My 2 year daughter got a hold of the Remote and accidentally ordered that new Disney movie Raya as well! $30 is WAY TOO MUCH for a rental. I'd rather her accidently buy a movie before I allow this.  HELP!

[Karabaar]

Disney should not be able to have their "paid movies" in the same section of the platform as the other movies. My son also did this. He thought he could watch it because he always puts on Disney content with no problem. This is ridiculous. Seems intentional. 

[makaiguy]

As has been mentioned several times in this thread already, protect yourself against this in the future by setting a PIN number on your account, and requiring it to be entered before any purchases are accepted.  Log in here: https://my.roku.com/account/pin

[Karabaar]

I have a pin set up now. That doesn’t change the fact that this is predatory & inappropriate of Roku + Disney. Instead of learning about a pin after a $30 charge is added to your account, it should be a default. 

I would like someone from Customer Service/Billing to contact me to refund this charge. I have made every attempt to chat or speak to a representative & am getting no response.