Account, payments & subscriptions

[russf0426]

Seems to be impossible to contact support. The page does not work - always returns "oops". I need to change the delivery address on an order and seems to be no method. I put in a different address for shipping and it still defaulted to my own address and didn't take.

[RokuBernie-D]

Hi @russf0426,

We're grateful to have you here in the Roku community!

We appreciate you contacting us for help with your problem in changing the order's shipping address. We apologize if modifying the shipping address on the page is not successful. We recommend you clear the cache and open a new browser. 

You can also go to our support page to see how I can change the delivery address on my order.

We hope you'll find this helpful info. Let us know if you still have any questions.

Many thanks,
Bernie

 

[russf0426]

That was the instruction I followed. Tried again and still does not work.

[RokuBernie-D]

Hi @russf0426,

Thanks for responding to us; we suggest contacting the order carrier to request the package re-routing if the tracking number has been posted or request to cancel the order.

We hope that's helpful. Have a great day!

Many thanks,
Bernie

[russf0426]

I've not got any notifications on order status. This is not acceptable that no order maintenance is available on the site and working with support is so difficult. I regret using the site instead of purchasing elsewhere. 

[RokuJechealR · Accepted solution]

Hi @russf0426,

Thanks for keeping us posted!

We apologize for any inconvenience this may have caused. That's not what we aim for. Have you received a confirmation number for the order you placed?

In this case, we recommend to check your purchase on the Roku website or your Roku account by the following steps below:

1. Sign in to your Roku account
2. Go to Purchase history & invoices
3. Review your invoices for Content or Products

If you need additional information, kindly visit our support website: How to view your Roku payment history and charges to your Roku account.

We hope you'll find this information helpful.

All the best,
Chel

[BESTMARKMILLER]

The instructions listed refer to menu options that don't exist. You guys NEED to have a way to contact support after hours, cause the current methods aren't adequate and repeatedly sending us to the same irrelevant help articles is rather patronizing. 

[Tixman]

I have exact same issue.  Just placed the order and cannot modify it and cannot figure out how to contact anyone to assist.

[RokuEmmanuel-D · Accepted solution]

Thanks for reaching out here in the Roku Community, @Tixman. 

We appreciate you letting us know about your concern regarding the delivery address that you wanted to change. We're here to provide any information you need. 

Please be advised that we are unable to change the delivery address on your order once it has been placed. If you are unable to receive your order due to an incorrect or invalid address, please follow the steps below to contact our support team for further assistance.

1. On your computer or smartphone, visit Agent support
2. From the initial pull-down menu, choose Questions about returning my Roku device or managing my order
3. Select Continue
4. Choose Manage, return, or replace my roku.com order from the same pull-down menu.
5. Select Contact Support
6. Please enter your question/problem in the appropriate field, then select Continue.
7. Review all details and submit your request.
8. After a moment, you will see a confirmation page. You will also receive an email confirmation of your request.

If you can't find your order on Roku, please ensure that you are signed in with the same Roku account that you used when you made the purchase. If you still can't locate your order on roku.com, you can click on "Can't find your order?" and enter the order details to search for your order.

For more comprehensive information, visit this support article: How can I change my delivery address on my order?

Let us know if you need more help; we're happy to assist.

All the best,
Emman

[Ragnar2024]

None of these options work. Roku might be the worst customer service I have ever experienced.