Account, payments & subscriptions

[AJDeBres]

I purchased a roku a little while ago when I received it and set it up I set a pin and changed the setting from nothing to all purchases and adding a channel.  I thought this was changed.  However I found out this morning when I had over $1000 dollars in charges from my 8 year old twins.  Why is it you have to change the setting before setting a pin or it doesn't save the changes?? I don't recall a warning at all when I set the pin. 

Is there any way to get refunds as my kids apparently purchased one game over and over like 9 times.  and purchased a bunch of other digital content.  

Thank you.

[RokuDanny-R · Accepted solution]

@AJDeBres 

Thanks for the post.

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 further assist you.


Thanks,
Danny

[acoons]

I just had the same thing happen to me and my account settings clearly read "Always require a PIN to make purchases and to add items from the Channel Store" however my little ones managed to purchase several items without a PIN.

I contacted support and they indicated I already had a PIN but it was not enabled for purchase protections. They added a PIN for purchases to my account and enabled it for future purchase protection.