Account, payments & subscriptions

[RokuReynan-L]

Hi, @BR4813.

Welcome to the Roku Community!

We appreciate you letting us know about the unrecognized charge on your account. We're here to provide some option you can try.

To cancel the subscription, we suggest reaching out to the channel provider and inquiring further, as they are the ones who could cancel and provide further details regarding their channel functionality on the Roku platform. You can reach them through their direct Disney Plus Support

To avoid any future unrecognize charges on your account, you may add a PIN.

Here's how:

1. Sign in to my.roku.com
2. Under Device settings, select PIN/Parental controls
3. To set up a PIN, select Create a PIN

Furthermore, you may also visit this support article on what to do if there is a charge you don't recognize on your Roku account

We hope this will be sorted out soon.

Regards,
Reynan

[mariehannah514]

Since it won't let me attach a screen shot. I copy and pasted it for you. When I go to roku.com and log into my account. There is a feature to see all past charges so when I go to that page the charge is listed. Then I click on it and see this 

Invoice

22930612851

Oct 17, 2024

Disney Streaming Partner Transaction Id 4226a3a4-da2c-49ac-ac38-3b541664a59c

$10.63

Billed as: Roku for Disney Electronic Content Inc

---

Total due

$10.63

This invoice reflects recent activity on your Roku account. Purchases are usually charged to your primary payment method on file within 24 hours.

So go ahead and tell me again Roku didn't charge me.  Not sure what's so hard for you to believe that they charged me for the subscription and never gave it to me. When I go to my subscriptions it's not there. When I log into Disney plus or call them I'm told there was never a payment on the account.

[atc98092]

Ok, I’ll tell you again. If there’s no subscription to Disney+ in your Roku user page, they aren’t billing you. Again, scammers can enter whatever they want and a text field and that’s what is shown on the statement. That description in your statement doesn’t sound legit either. 

[renojim]

@mariehannah514, are you certain you don't have a second Roku account that you've forgotten about?  If you have multiple Roku devices, check the email address that's displayed on each one under Settings->System->About.  There's also the possibility that you gave away, sold, or returned a device that was linked to a second account.  Once last possibility (we've seen all of these) is that you were somewhere and entered your credit card information on someone else's Roku device.  I don't know if Roku can trace a transaction ID back to a Roku account.  You'd think they should be able to, but this is Roku we're talking about.

[fred_ziffle]

Did you miss when they said this?

> When I go to roku.com and log into my account. There is a feature to see all past charges so when I go to that page the charge is listed. Then I click on it and see this 

[mariehannah514]

I'll tell you agian. They are billing me and they confirmed it. So this invoice on my Roku account billed by Roku is just made up for fun? I can't even believe I'm still going back and forth with you about this. Clearly I can't convince you so think what you want

[atc98092]

OK, I was wrong. But the first post I read which I thought was yours said there was nothing appearing on the user page for subscriptions.  So I apologize for crossing your post with another one. In your case, I agree Roku needs to be more responsive in assisting you. 

[fred_ziffle]

Fair enough. You’re an honest man. 
And you’re right; I can’t pin my issue on Roku. I can assert, however, this “trust the 3rd part provider” process of partnership is not a very trustworthy relationship for the client. 

You want to build good relationships? Take responsibility and own transactions you provide, 1-1. I don’t want to use Roku as a “gateway” to 3rd party providers. I want them to be my provider. 

[LindseyDavis]

I am having the same issue for almost a year with no resolution 

[RokuReynan-L · Accepted solution]

Hi, @LindseyDavis.

Welcome to the Roku Community!

Thanks for letting us know that you have an unrecognized charge on your account. In this case, we suggest reaching out to the channel provider and inquiring further, as they are the best ones who could cancel and provide further details regarding their channel functionality on the Roku platform. You can reach them through their direct Disney Plus Support

We also suggest adding a PIN to your account to avoid any unrecognized charges.

Here's how:

1. Sign in to my.roku.com
2. Under Device settings, select PIN/Parental controls
3. To set up a PIN, select Create a PIN

Furthermore, you may visit this support article on what to do if there is a charge you don't recognize on your Roku account

We hope you find this information helpful.

Regards,
Reynan