Account, payments & subscriptions

[RK_Sppt_Lacks]

I have had a support ticket open for almost a month.  While get a response is only from email (really?) and takes 24-48 days, they have stopped responding a week ago.  I still have a problem.  How do you get tech support to engage again?  There's no phone  number to call.  

[RokuDanny-R]

@RK_Sppt_Lacks 

Thanks for the inquiry. I'm sorry to hear about the experience—that's not what we aim for.

Please send me a PM with your Roku account email address and include the case number(s). I'll be able to assist you further from there.

Thanks,
Danny

[Tsmaddox]

My first encounter with Roku support was about 6 years ago what I purchased my first Roku device.  I had some issues with software upgrades and was able to call them. Within minutes I had a tech on the phone and my issue was resolved in a short time after that. Ahh, those were those good ole days. 
 On December 9 I opened a ticket with Roku support about an auto renewal on a subscription. It renewed that day. As soon as I received the notification, within minutes of the transaction, five days later I replied to the email from support, and yes I made my comment “above the line”. Now eight days later still nothing so I commented “above the line” again. Each time I received an auto reply about a the ticket being updated with a comment. I just want to know if I can get a refund. I the family doesn’t watch Boomerang anymore. I was planning for the money to be used for Christmas. I understand it was my forgetfulness but at the very least support should communicate with me better. At this point the communication is one sided.

[Turklama]

Submitted help request for unrecognized subscription recently started on account. Has now been five days without any response, even when requesting an update. Unsure where to go from here.

[mbinimelis]

I'm in the same situation, it's been almost a month. Is there any way you could help me as well? I 've only got the email notifying me that the request has been received right after I sent it, but nothing since then. Your request (#####) has been received and is being reviewed by our support staff. 

Thanks!

[RokuMary-F]

Hi @mbinimelis,

Welcome to the Roku Community and thanks for reaching us.

Can you please provide us with more specific information about the issue you are experiencing or the reason you need Support from our team?

With more detailed information, we will be able to assist you further.


Best regards,
Mary

[WTFrookoo]

Ditto what RK_Support_Lacks said. Wth! ive spent more than 2 days trying to change my EMAIL address NOT my bloody password. The system has no option for EMAIL only pw.

[renojim]

@WTFrookoo, you can't change your email at https://my.roku.com/account/edit ?  I have to admit that I haven't tried it, but it appears to be an option.

[mbinimelis]

Hi @RokuMary-F ,

We were testing our stream service, to make it available on Roku, we were able to preview it for a while, but now we can't see anything. We've tried to show the preview to management to show them the product before publishing it, but it has failed every time.

Roku device details:

• Model: 3920CA – Roku Premiere
• Software version: 11.0.0
• Network: connected
• Video Format: Specified in feed (Roku Feed Format only)

We have restarted the roku device, done a factory reset, cleared cache, waited 24+ hours, created a new channel, etc.

This is what it looks like on the TV:

This is what it looks like on your website (developer) preview:

Thanks in advance for your help!

[RokuMary-F]

Hi @mbinimelis,

Thanks for the info.

For further help, we recommend that you course this through our Partner Success team through our Content Partner Inquiries form.

Please stay safe and healthy, we thank you for your patience.


Best regards,
Mary