Account, payments & subscriptions

[Gwill30]

Hello

I received an email that I renewed a subscription with ROKU however I dont have any paid subscriptions.

I was shocked to see that there is a card on file VISA that is not mine.

2 of the tv's that are linked to my account I had donated years ago and I am wondering if someone else is using my account possibly and loaded their own card.

Problem is when I go into card details, it has my first name but not my address nor my Zip code.

I thought maybe this was a pre paid VISA but again how was someone able to log into my account with 2 factor verification and place a card that is not mine?

THank you

[RokuReynan-L · Accepted solution]

Hi, @Gwill30.

Welcome to the Roku Community!

We're here to help you remove the unrecognized card linked to your account. 

Here's how: 

1. Sign in to your Roku account
2. Select Update under Payment method
3. Select Remove payment method at the bottom of the page
4. Select Remove

You may also remove the devices linked to your account:

1. Go to my.roku.com
2. Sign in to your Roku account
3. Your streaming devices will be listed under the My Devices section
4. Click on a device to open Device details
5. Select Remove device from the account
6. Select Yes, remove device

Furthermore, you may visit this support article on how to remove a Roku streaming device from your Roku account

We hope you find this information helpful.

Regards,
Reynan

[ComeOnYouIdiots]

Hi - this exact same thing happened to us!  We had some credit card issues (unrelated) and I went into all of my accounts to see what credit card was on file.  On Roku I was shocked to see someone else's name, address, phone number and card number.  There were no charges to it, but how the **bleep** does something like that happen?  

I see below that in response to your question you were simply told how to fix it, not how it happened and whether there were any problems. Sure I could delete their information but I'm not comfortable putting in my new credit card number if Roke is having problems with their security.   Did you ever hear why it happened?

[RokuReynan-L · Accepted solution]

Hi, @ComeOnYouIdiots.

Greetings from the Roku Community!

We understand your frustration about the unrecognized card associated with your streaming device. We're here to provide some information.

Where did you purchase your streaming device? This may be the reason why there is a card on file. No worries, your information is safe on your Roku device.

Furthermore, you may visit this support article on how to add, update, or remove the payment method in your Roku account

If there's anything else we can do to assist you, please let us know. We're always willing to help.

Thanks,
Reynan