Account, payments & subscriptions

[Huntercw]

I went on vacation and on the tv at the house I was staying at I subscribed to hbo max thru roku that was already on the tv down there, it ask for my card number and I entered it. I figured I could just login with my phone number to cancel it later, I wasn’t thinking properly, however I can not find the subscription anywhere.  My login doesn’t show any subscriptions and I don’t know who’s account I was on down there, I have tried to contact roku and told them I can give my card number to them to track it down. But they are no help, they just keep saying we don’t see a subscription on your account.  Even after sending them screenshots of my bank statements.  I understand it’s obviously not under “my” account but it’s under someone’s I guess it was dumb of me to do this but it’s too late now.  What should I do?

[renojim]

The easiest thing to do might be to cancel the card.  I'd advise you to contact one of the moderators, but they're likely to tell you to contact the same unhelpful support.  Did you actually talk to a person or use the online site/chat?  If online, try calling support at 816-272-8106 and choosing option 1 for billing, but don't get your hopes up.

[makaiguy]

@Huntercw- can you contact the owner/rental agent/whoever of the home you stayed at, explain the situation, and request the email address for the Roku account you were connected to when you subscribed?  If you have that, Roku may then be able to help you.

[marydiane54]

I have a similar problem.  I'm billed for The Roku Channel but it's not showing up online in my subscriptions.  If you call the support line you get a VM that says "for billing, visit support@roku.com" but the answer to our question is NOT THERE.  Also any video "ho-to" I am able to get my hands on refers to going to "my channels" on the remote or home screen, clicking a channel I don't want, clicking asterisk and select "cancel subscription."  I DO NOT HAVE A MY CHANNELS option on my remote or home screen!  I also click Roku Channel on  the device, click the asterisk and it doesn't give me an option to CANCEL.  Roku is easy to use but it is the pitts when you need live support.  I have changed credit cards multiple times in the past two years but billing just keeps hitting my account.  The only way to stop it is to close my checking account!!  This is HORRIBLE.  Anyone have any ideas for me?.

[Huntercw]

If the charge is linked to a card then I would report the card as lost and get a new card with a new number then it will stop. That’s what I’m having to do.

[renojim]

@marydiane54, there is no subscription for "The Roku Channel".  There's subscriptions within the channel, but there's no such thing as a "Roku Channel" subscription.

[makaiguy]

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@marydiane54 wrote:

Also any video "ho-to" I am able to get my hands on refers to going to "my channels" on the remote or home screen, clicking a channel I don't want, clicking asterisk and select "cancel subscription."  I DO NOT HAVE A MY CHANNELS option on my remote or home screen! 

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There is not a "my channels" or "your channels" button on the remote or home screen.  The instruction is telling you to find the channel you want to remove on the home screen's channel grid (i.e. on your channels).  Just move to it and highlight it, DON'T click on it to load the channel.  Press the * key on your Roku remote and click the "Remove channel" option on the resulting popup menu.

Note: if you are subscribed to this channel through Roku, "Remove channel" is replaced with "Manage subscription".  Click on this and follow the prompts to unsubscribe.  (Don't worry,  your subscription will continue to run for the duration of its pre-paid subscription period, it just won't auto-renew when the subscription runs out.  You can resubscribe then if you like.)  Now when you return to the popup menu, there will be a "Remove channel" option you can use.