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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Level 8

Re: Roku phone

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The scammers put up a web site called rokumounting.com.  Unless you look closely, you might pick it instead of the correct site from your search engine.  Once you are on that site, you are no longer talking to ROKU, you are talking to the scammers.  I know because that's what happened to me.

The way to avoid them is to type the whole address, roku.com/link, into the address bar.

That said, they don't have access to any information that you don't give them.  They can't access your ROKU account unless you give them your username and password.  They can't steal your money (their real goal) unless you give them your payment information.  (BTW, if they give you a link to click to log into ROKU, they can listen in and steal your account credentials and your payment information.) 

If they got your payment information, check with the fraud department of your credit card company to see how to reverse the charges.  If they got your account info, call the real ROKU support for help in getting your account back and locking them out,

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Level 15

Re: Roku phone

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I'd have to see the scam in action myself to determine exactly what they're doing, but I don't think they take control of anything.  If you reached their website instead of Roku's and then gave them your Roku account information, all they have to do is go through the process themselves.  So they login as you on Roku's site and the registration process completes as normal.  It's a very simple scam.  Let's not give these scam artists more credit than they deserve.  Your beef is with google or with your browser for not taking you to Roku's site in the first place.  Anytime you want to go directly to a site and not do a search, preface your entry with https:// or http:// and the browser won't try to do a search.

 

-JT

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Level 8

Re: Roku phone

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If you want to see the scam site, go to rokumounting.com.   The description in the search engine is identical to the true web site and the first landing page is identical to the true ROKU site so it looks legit.  Type anything into the code box and then see what happens.  Unlike most phishing sites, they have quite a call center infrastructure behind it.  I think they may be using a man-in-the-middle attack to steal your credit info before as you sign you up for ROKU TV.

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Level 7

Accounts

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Had my ruko for 2 years now it udated by itself went to reactive it and gave me a code error called the number they gave me and told me I had to upgrade and pay my ruko account has all my info but my tv has a different email and card #called costumer service but thethey are so hard to understand don't no what to do please give me some feed back don't want any trouble thanks

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Level 17

Re: Accounts

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IT'S A SCAM!!! Do not pay a thing, do factory reset, get a new link code, DO NOT enter roku.com/link into a search engine like google, put in the address bar of your browser on your computer or cellphone. Then enter the link code and sign into your account. 

Edmund
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Level 7

Can an older tv support a new roku device without an upgrade/activation fee??

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I replaced an older model roku device so that I could stream YouTube TV.  I set up the new roku express only to find out I need to pay a $69.99 activation fee. I bought a roku in November 2019, set it up on a different TV and had no issues.  I have also been able to talk to a human about set up issues, when I called tonight I was directed to an online technical agency to activate and update for a fee?? What is going on with roku???

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Level 17

Re: Can an older tv support a new roku device without an upgrade/activation fee??

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That was a scam artist trying to take for the ride. You DO NOT PAY A CENT for activation or customer service on roku. 

 

If you have link code, go to your computer or cellphone browser address bar at the top of the screen, clear it and enter roku.com/link. NEVER use a search engine like google or bing to activate your roku, it leads to scam sites with scam phone numbers like the one you called. 

Edmund
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Level 7

Re: Roku Customer Support Issue

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I had the same issue - asked me to call 1-877-393-3373 - said there is a new registration device - was a scam - I had given him my email address and log in, but I changed it immediately after.  I'm scared.  What do I do?

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Roku Employee
Roku Employee

Re: Roku Customer Support Issue

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@babybird2 

Thanks for letting us know about the issue that you are experiencing.

It sounds as if you may have contacted by a third party entity. Please be aware that Roku does not charge an activation fee or charge for support.

For more information, visit our Support page here: Will I be charged for customer service, device activation, or creating a Roku account?

If you would like us to take a look at your account and make everything has been set up properly, please send me a PM with your Roku account email address, and include the serial number of the Roku device from Settings>System>About. I'll be able to assist you further from there.

Thanks,
Danny

Danny R.
Roku Forum Moderator
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Level 7

Roku subscription

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I got text asking me to call and update my Roku subscription. Called and was told I had 3 options - 1, 5, or 12 years for $100, $150, and $250, respectively.  They said I paid for a year, 1 year ago and verified the credit card (that could have been lifted from my Payment Method info). I told them I would discuss it with my husband and call them back. I don’t see anything about this “renewal” on website. Is this legit? Thanks

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