Accounts, Billing, & Orders

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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Kye81
Level 8

Accidental Charge

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Hi everyone!

my 18 month old got a hold of the remote and accidentally ordered the new Disney movie, Raya! Is there any way to cancel that $30 charge!?

please and thank you! 

1 Solution

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makaiguy
Level 20

Re: Accidental Charge

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I don't know what the stated conditions for purchase were.  It may or may not be refundable if not actually used.

But you can protect yourself against future occurances right now by logging into your account at https://my.roku.com, setting up a PIN, and requiring it to be entered before the system will accept any purchases. 

  • Roku Streaming Stick +, 3810X, Ser YH0059427035, wifi - Samsung UN55ES6100
  • Roku Streaming Stick, 3600X, Ser 5S56D8240827, wifi - JVC EM37T
  • TCL Roku TV 43S425/C107X, Ser X000001R60KV, wifi

View solution in original post

25 Replies
makaiguy
Level 20

Re: Accidental Charge

Jump to solution

I don't know what the stated conditions for purchase were.  It may or may not be refundable if not actually used.

But you can protect yourself against future occurances right now by logging into your account at https://my.roku.com, setting up a PIN, and requiring it to be entered before the system will accept any purchases. 

  • Roku Streaming Stick +, 3810X, Ser YH0059427035, wifi - Samsung UN55ES6100
  • Roku Streaming Stick, 3600X, Ser 5S56D8240827, wifi - JVC EM37T
  • TCL Roku TV 43S425/C107X, Ser X000001R60KV, wifi

View solution in original post

Dgmez
Level 7

Re: Accidental Charge

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My daughter did the exact same thing ! Seriously I’m going crazy trying to get customer service, seems like they don’t care.

Kye81
Level 8

Re: Accidental Charge

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Will do! thank you so much for the advice.

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Kye81
Level 8

Re: Accidental Charge

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Hey! So I went through the chat option and was able to speak to a representative there. They looked into it and said, " as a one time courtesy" they would send it to their team for a refund request. It will take a couple of days for the refund once approved and I got a reference # for it. Maybe try that, and I hope it helps!

MaryFranco
Roku Employee
Roku Employee

Re: Accidental Charge

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Hi @Kye81 @Dgmez

Thanks for the inquiry.

We would highly recommend creating a Roku PIN for your account to avoid any further unwanted purchases on your Roku account in the future. For more information about using a Roku PIN, visit our Support page here: How do I create or update the PIN for my Roku account?

For further assistance with 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,

Mary

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LunaStarr69
Level 7

Re: Accidental Charge

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My 2 year daughter got a hold of the Remote and accidentally ordered that new Disney movie Raya as well! $30 is WAY TOO MUCH for a rental. I'd rather her accidently buy a movie before I allow this.  HELP!

Karabaar
Level 8

Re: Accidental Charge

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Disney should not be able to have their "paid movies" in the same section of the platform as the other movies. My son also did this. He thought he could watch it because he always puts on Disney content with no problem. This is ridiculous. Seems intentional. 

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makaiguy
Level 20

Re: Accidental Charge

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As has been mentioned several times in this thread already, protect yourself against this in the future by setting a PIN number on your account, and requiring it to be entered before any purchases are accepted.  Log in here: https://my.roku.com/account/pin

  • Roku Streaming Stick +, 3810X, Ser YH0059427035, wifi - Samsung UN55ES6100
  • Roku Streaming Stick, 3600X, Ser 5S56D8240827, wifi - JVC EM37T
  • TCL Roku TV 43S425/C107X, Ser X000001R60KV, wifi
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Karabaar
Level 8

Re: Accidental Charge

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I have a pin set up now. That doesn’t change the fact that this is predatory & inappropriate of Roku + Disney. Instead of learning about a pin after a $30 charge is added to your account, it should be a default. 

I would like someone from Customer Service/Billing to contact me to refund this charge. I have made every attempt to chat or speak to a representative & am getting no response. 

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