Account, payments & subscriptions

[stresoutmom2]

my roku is set up with an old account that i have no access to. my bank wont take down the hbo subscriptions and roku has to do it but my problem is i cant get into the roku account from said old email, as i have no access to that email or its password. and now my account is withdrawing into the negative from this. 

this is horrible how roku cant just have someone pick up a phone or live chat. 

[DBDukes]

@stresoutmom2 

From the Roku end, to contact Roku about billing, you should try https://support.roku.com/contactus and select Billing as the issue topic.

Also, since @Jeremiah-Roku is now tagged, he may be able to reach out, as he's Roku's billing contact for this user forum. @RokuMary-F , @RokuKariza-D , or @RokuDanny-R may be able to help, but they'll likely refer you to the Billing form or @Jeremiah-Roku 

But ... you reported an unauthorized transaction to the bank and they refuse to do anything? You are encountering an issue bigger than Roku. Contact the bank fraud department and explain that whoever has the email account is using your card for their benefit without your permission. They may cancel the card and issue a new one. If it's a debit card (sounds like based on your description) you are already in a situation of unable to use it, so them canceling and reissuing won't impact anything until you get a positive balance. At that time, you'll have to operate on cash withdrawn from your account, assuming direct deposit, until the new card arrives.

Contact the bank manager and explain that the person you spoke with has refused to help. If the bank remains uncooperative with assisting with your plight, a change of banks might be something to consider when all this gets settled.

Going forward, if you don't have one, get a free email account from Google (Gmail), Microsoft (Outlook.com), or other service. Use that for your stuff rather than someone else's email, or an email tied to an ISP. If you change ISPs, you don't lose access to the account with Gmail or Outlook. By the way, Gmail has a better spam filter. That will be more important than you realize.

[makaiguy]

(Deleted.  I inadvertently hit the Post button before I was ready.)

[stresoutmom2]

i was never using someone elses email, it was mine but yahoo took down the email because i couldnt have access to my old phone number to unlock the account thus making me not be able to use the email which i put on my account years ago before it had locked and since clearly, i made a new account. 

the problem is roku & the old email account not my bank. 

[Strega]

If I'm understanding currently, you couldn't get into your email because you lost the password, and then you couldn’t get into roku because you lost that password as well.

I recommend a password manager application.  Besides securing your passwords, they make it harder to lose them since they are all in one place.  (But back that place up once in a while or use one of the ones that automatically backs them up to a server – which most do.)

Of course, a notepad can work as well, but password apps are secure and convenient.

[RokuMary-F]

Hi @stresoutmom2,

Thanks for reaching out to the Roku community!

After reading your note, it seems like you are unable to access the email used for your Roku account that is currently linked to your Roku player, is that correct?

Can you please provide the serial number of your Roku device from Settings > System > About?

I'll be able to pass it along to our Support team who can assist you further or you may also contact Roku support at https://support.roku.com/contactus

We sincerely appreciate your patience and we are working on ways to better improve this process.

Best regards,
Mary