Account, payments & subscriptions

[dibartender]

what to know what cc are u using I have a new one.  Ihave an issure with my bill alsot

[dibartender]

my cc card was lost got a new one  what to do

[RokuJessica-G · Accepted solution]

Greetings and a warm welcome to the Roku Community, @dibartender!

We understand that you're concerned about your payment information. We'd be delighted to help you.

We advise you to cancel your subscriptions before removing the payment method and updating it with your new card for Roku. Learn how to cancel your subscriptions for more information.

Please be advised that when you cancel a subscription, you may still access content until the next renewal date.

To update your payment information on Roku, you have two options. You can either change it directly from your device or through your Roku account.

To update the payment method on the Roku streaming device:

1. Press Home on your Roku remote
2. Select Settings
3. Select Payment Method
4. Select Add payment method or Update payment method and provide the required information
5. For credit or debit card: enter your payment information in each field as it appears on your credit or debit card and select Save card
6. For Paypal: a link will be sent connecting to your PayPal account

To update the payment method through your Roku account:

• Sign in to your Roku account
• Go to Payment methods
• Choose a payment method to add, change, or remove

If you need further assistance, you can reach out to one of our experts here at our Account-Billing Support page. Choose the options for "Account, payments & subscriptions" and they are the best ones to help you out with that matter.

We hope that you'll find this information useful. Please let us know if there's anything else we can help you with. 

Best regards,
Jess

[Bat2]

Change cc 

[Bat2]

Change payment method.

[ems1531]

I have removed payent method and entered new payment method after my card was copromised.    My credit card company said it is a problem with ROKU.  They have not seen anything come through on their end.  And there is nothing wrong with my new card.  Of course you can't all anyone.

Help, please.

[ems1531]

It says " Something went wrong.  Processor cannot validate credit card."  Now what?

[Mooney4866]

I have tried what you suggested and each time it says it can’t verify my card. What do we do now

[RokuEmmanuel-D · Accepted solution]

Hi, @Mooney4866. 

Welcome, and thanks for sharing it here in the Roku Community!

We understand that despite following the suggestions mentioned above, you're still experiencing trouble modifying your payment details. No need to worry; we are here to help.

To troubleshoot the issue you're currently running into, try doing the steps below to see if your card will go through and you can get back on streaming: 

Firstly, try to check if the card you use is accredited to use as a Roku payment method: 

• MasterCard
• Visa
• PayPal
• Apple Pay (to add Apple Pay, you must visit my.roku.com using Safari; Apple Pay is currently not supported on other browsers)
• American Express (not available in France)
• Discover (only available in the U.S. and Canada)
• Prepaid gift cards if the payment merchant (e.g., Visa, Discover) is accepted in your geographic region

If your card is recognized as one of the accredited Roku payment methods, below are the suggested troubleshooting you can try: 

• Make sure you entered card numbers correctly
• Try a different card or PayPal account
• Make sure your card has not expired or needs to be updated
• Try a different web browser, such as Chrome, Safari, or Firefox
• To add Apple Pay, only use Safari (Apple Pay is currently not supported on other browsers)
• Confirm your Roku device is connected to the internet by going to Settings > Network > Check connection.

For more comprehensive information, kindly visit this support article on how to update your Roku payment method.

Let us know if you need further assistance; we're here to help.

All the best,
Emman