Account, payments & subscriptions

[JesusC]

I bought a roku ultra for $106.34. I never received a confirmation or tracking number. Luckily I took a screen shot of my purchase confirmation. I called support and they couldn’t find anything. Can anyone help me before I escalate this? Big time!!

[RokuKariza-D]

Hi @JesusC

We're sorry to hear about the issue you're running into.

Since you were in recent contact with our Support team, we would recommend continuing to work with them to resolve the issue you are experiencing as they would best be able to assist you moving forward.

Thank you for your understanding.

All the best,
Kariza

[Ryantwatts1970]

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@RokuKariza-D wrote:

Hi @JesusC

We're sorry to hear about the issue you're running into.

Since you were in recent contact with our Support team, we would recommend continuing to work with them to resolve the issue you are experiencing as they would best be able to assist you moving forward.

Thank you for your understanding.

All the best,
Kariza

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[Ryantwatts1970]

Help please! There are no subscriptions in my account log but I have a charge for 64.19 on my credit card. I cannot find a number or email to anyone to speak with about this. Can you help?

[JesusC]

You probably have the same issue I did. After a few days of purchase, I was refunded my money automatically, without anyones knowledge. Customer service couldn’t find anything. Not my purchase or my refund. I found out I was refunded my money by checking my digital wallet, it was posted there. I paid with Apple Pay. My refund wasn’t posted in my bank statement. But the money did get refunded. What I don’t understand is why customer service didn’t have or couldn’t find any information on my purchase and my refund. They suck!!!! This is their number. (816) 272-8106  

[RokuMary-F · Accepted solution]

Hi @Ryantwatts1970,

Thanks for posting in the Roku Community! 
Please be aware that all transactions from Roku appear with the company name ("Roku") in credit card and bank statements.
In addition, have you verified that you currently do not have any active subscriptions by logging into your Roku account online at my.roku.com and clicking Manage your subscriptions?

1. Go to my.roku.com on your computer or smartphone. If prompted, sign in to your Roku account:

Screenshot of My.roku.com (2022)

2. Once logged in, click on 'Manage your subscriptions':

4. When the “My subscriptions” page loads, you will find all your channel subscriptions that get billed by Roku, along with the terms, status, and renewal date of each subscription. Please note that subscriptions that were purchased directly from the service provider or otherwise purchased outside of the Roku Channel Store will not be listed here.

https://my.roku.com/account/subscriptions

5. Select Unsubscribe or Renew depending on how you want to manage your subscriptions.

I 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.

Let me know if you have any other questions, and have a good day!
Thanks,
Mary

[Myersk5]

Seriously!! There is NO contact us option.  Worst customer service ever!  Loops through articles with no real help.  Complete garbage. 

[AeroSpaceTech]

 You can chat, email or post something on here. 

[atc98092]

If there is nothing showing on your Roku user account under subscriptions, then you are not being billed by Roku. It doesn't matter what name is shown on your credit card statement, as the biller can put anything they want on that line. Scammers have recently (past 6-9 months) been posting bogus charges on stolen credit card account numbers, and hoping you simply ignore them and pay the bill.

If you are seeing a charge on your statement, and have confirmed there's nothing on your Roku user account under subscriptions, then you need to contest the charge with your credit card company. If they are scammers, they'll likely just refund the money to make you go away as they continue to steal from others. All we can do here is remind you to check your statements for unauthorized charges.