Account, payments & subscriptions

Assistance with managing your Roku account on device or on the web, logging into my.roku.com, billing or subscription questions, www.roku.com orders, promotions, and more.
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LesleyE
Level 7

ROKU has been taking money for a channel I have been paying for direct

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I would like to address a problem with ROKU direct, by email, but as you do not offer any customer service email I am posting my problem here.
I have just discovered that, whilst I subscribe directly with AcornTV and have an annual subscription with them, with which I log into the channel on my ROKU stick, ROKU has also been charging me for a subscription with them. I only ever subscribed with the company directly following an offer and the double subscription was not clear until I raised a question direct with AcornTV.
My ROKU stick is the only device I use to watch this channel and I believed I had logged into the channel according to the instructions given when I took up the subscription with AcornTV, so want to know why ROKU has also been taking a second subscription (cancelled yesterday).
I believe I have been over-charged by £79.82 and would like to discuss this with someone.

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HDMIGuy
Level 14

Re: ROKU has been taking money for a channel I have been paying for direct

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@PatMyers wrote:

This brings up an interesting question.  I saw on my bank account on 10/3 that Roku charged me $3.24.  A small amount, to be sure, but the thing is Roku should not have charged me anything.  I pay for all my streaming services (Sling, Amazon, Netflix, etc) directly, and other that buying a new Roku device a few months ago I've done nothing that should have invoked a charge to me from them.  I'd certainly like to know what's going on.


Go to my.roku.com/account and check purchases and subscriptions.  If the charge is actually from Roku it should appear there and you should be able to see what the charge is for.

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8 REPLIES 8
PatMyers
Level 8

Re: ROKU has been taking money for a channel I have been paying for direct

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This brings up an interesting question.  I saw on my bank account on 10/3 that Roku charged me $3.24.  A small amount, to be sure, but the thing is Roku should not have charged me anything.  I pay for all my streaming services (Sling, Amazon, Netflix, etc) directly, and other that buying a new Roku device a few months ago I've done nothing that should have invoked a charge to me from them.  I'd certainly like to know what's going on.

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Fishface
Level 9

Re: ROKU has been taking money for a channel I have been paying for direct

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In the meantime call your credit card provider at the no. on the back of your card and explain the situation and shut down this un-authorized auto-pay by filing a charge dispute.

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RokuKariza-D
Roku Employee
Roku Employee

Re: ROKU has been taking money for a channel I have been paying for direct

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Hi @LesleyE @PatMyers

Thanks for posting here in the Community!

For account & billing concerns, it may be more effective to get help from our Billing team. You can contact them here: support.roku.com/contactus then choose 'Questions about my account or billing' on the drop-down menu. They are the best ones to help you out with that matter.


All the best,
Kariza

Kariza D.
Roku Forum Moderator
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HDMIGuy
Level 14

Re: ROKU has been taking money for a channel I have been paying for direct

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@PatMyers wrote:

This brings up an interesting question.  I saw on my bank account on 10/3 that Roku charged me $3.24.  A small amount, to be sure, but the thing is Roku should not have charged me anything.  I pay for all my streaming services (Sling, Amazon, Netflix, etc) directly, and other that buying a new Roku device a few months ago I've done nothing that should have invoked a charge to me from them.  I'd certainly like to know what's going on.


Go to my.roku.com/account and check purchases and subscriptions.  If the charge is actually from Roku it should appear there and you should be able to see what the charge is for.

PatMyers
Level 8

Re: ROKU has been taking money for a channel I have been paying for direct

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My mistake.  Sorry.  I thought I was paying for "Classic Reel" directly to the service but not so.  The payment is going through Roku and that is what the $3.24 is for.

Bailee
Level 7

Re: ROKU has been taking money for a channel I have been paying for direct

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This is happening with me as well. I have 2 streaming channels that are appearing on 2 different credit cards! A $5.99 per month per card. How did this happen?

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Strega
Level 18

Re: ROKU has been taking money for a channel I have been paying for direct

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Here are some ways I can think of:  You have more than one Roku account.  You subscribed via Roku and via the channel directly. You have more than one account directly with the channel. You have multiple streaming platforms and are using their own payment systems.*  Those are just some ways of doing it - I have no idea which if any of those might apply to your case. 

* Basically if you use a platform payment system like Roku pay, neither the content provider, nor other platforms know about this, so they'll all let you create a separate subscription and payment through them.

RokuDanny-R
Roku Employee
Roku Employee

Re: ROKU has been taking money for a channel I have been paying for direct

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@Bailee

Thanks for the inquiry.

For 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.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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