Account, payments & subscriptions

[duckmeister1966]

deceased famliy member has been gone over 3 years and my other family member has his roku tv and doesn't know the pin #. all he can do is watch tv off the antenna. Please help in any way you can. roku pin on tv. is there anything we can do. not getting anywhere on roku.com 

[RokuMary-F]

Hi @duckmeister1966,

Thanks for your first post in the Roku Community!

We understand you are having difficulties providing the Roku PIN code and we're sorry for any inconvenience this caused.

For these issues, it may be more effective for you to get help from our billing team. Please contact them directly through 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.

If you have any other questions or concerns, please let us know.


Best regards,
Mary

[renojim · Accepted solution]

If you're not interested or don't need to close the family member's account then just Factory Reset the TV (under Settings->System->Advanced system settings), create a new Roku account, and link the TV to the new account.

It's probably a good idea to close the old account especially if the deceased family member is still being charged for subscriptions.  Reach out to support at https://support.roku.com/contactus and they should be able to help you.  Choose the option that mentions "Account" problems.  If you have to log in on the support page use the same login you used here, but you'll need to know the deceased family member's email address used for the Roku account.  You can find that under Settings->System->About.