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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LINDYLOU43
Level 7

Re: Accidentally purchased subscription

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Like other posters in this subject line, I have a problem with what I now assume to be an "accidentally purchased subscription." Can someone from Roku (Danny?) reach out to me via email so that I can explain the problem in detail -- basically, I was charged for an AcornTV subscription that I did not order. I chatted with 2 different Roku reps (Jojie and Peter Ian) on the same day the charge appeared, but the issue is still outstanding and the charge is still on my credit card. [personal information removed] Thank you.

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BtownB12
Level 7

Re: Accidental Subscription Purchase

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Here is the solution:  Call your credit card company and dispute the charge, especially if you can do it the same day the charge posts to your credit card account.  Roku will not refund, and ESPN can't do anything because its billed through Roku.  Also create the parental PIN code so it doesn't happen again.  

Good luck.

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RokuDanny-R
Roku Employee
Roku Employee

Re: Accidentally purchased subscription

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@LINDYLOU43 

Thanks for the post.

For 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,
Danny

Danny R.
Roku Forum Moderator
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mharnick
Level 7

Re: Accidentally purchased subscription

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Danny I have the same issue...we already had a ROKU TV, but replaced it with this new one. My kids set it up and didn't realize that they'd bought a subscription...we don't need it. Please cancel and refund, we've never even used it. 

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RokuDanny-R
Roku Employee
Roku Employee

Re: Accidentally purchased subscription

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@mharnick 

Thanks for the post.

Please see my previous post and our Support team will be able to assist you further.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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jessc414
Level 7

Accidentally purchased subscription

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I did not order Fubu tv and show a subscription  I don't believe I should g have to pay for it. I had family at my house for the holidays and a grandchild must have been searching and got that channel on our new tv. I have cancelled the sub but don't feel I should pay.

Jesse Castillo

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RokuDanny-R
Roku Employee
Roku Employee

Re: Accidentally purchased subscription

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@jessc414 

Thanks for the post.

First off, 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?

In regards to your accidental purchase, 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,
Danny

Danny R.
Roku Forum Moderator
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RkuIsNotGood
Level 7

Re: Free Trial

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You all don't aim for poor service, but you hit the mark of poor service every time.

Telling people to contact support, when you know full well support is going to deny any refund on any unauthorized purchase and tell people to setup a pin on their online account is in poor taste and not helpful.

I have dealt with this already and never received a refund. I setup the PIN on the TV following instructions and no charge should have been authorized. I was told after the fact that I needed to setup the PIN through my online account and no refund was allow on subscription services. This information should be up front when setting up the TV. 

R0kuSux
Level 7

Re: Accidentally purchased subscription

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Hi Danny. I’m in a similar situation as my 97 year old grandfather accidentally purchased an app. After following your advice, I emailed customer support and got a canned response about how all sales are final. What kind of scam are you guys pulling over there?

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MaryFranco
Roku Employee
Roku Employee

Re: Accidentally purchased subscription

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Hi @R0kuSux,

 

We appreciate your contact. I've escalated your ticket with our billing team and you should be hearing from them.

 

Thanks,

Mary

 

 

 

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