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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mzcity01
Level 8

Re: Roku TV Activation

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NEVERMIND!! I researched it and found the information on how to factory reset. Once again thank you for your information...you are the BEST!!

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atc98092
Level 21

Re: Roku TV Activation

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Thanks. Glad you found the info before I saw your post. Good luck, and let us know if we can help further. 

Dan
Ultra (4640), Ultra (4670), Ultra (4800), Premiere (3920), Insignia 720p Roku TV, Sharp 4K Roku TV, Nvidia Shield, Windows 10 Pro x64 running Serviio and Plex on a wired Gigabit network.
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Ottodl1993
Level 7

Re: Refund my money back on my card.and cancel account

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We purchased a Roku on Friday.  It was being set up on the TV and i received an error message saying to contact ROKU.

I went to site, immediately received an unidentified call which I did not answer.  After numerous calls I answered as thought related.  

A man with a heavy accent went thru offering assistance to sign up the roku.  Then he said I would need to pay a basic fee $56.  I said I was told this was free to which he went on to say how policies had changed etc.

He sent me an email-I did not feel right in doing this so I told him I could not access my email while on the phone.  We went on to start to watch a show and then 15 minutes later it stopped and I received a call.  The man was very pushy and obviously he had access to our roku,  I went and made this payment.  

Now i realize this was a scam and I will contact my bank BUT he had access to my roku,  Will this person go in and stop it again?  Can I change my pin number? [post edited] How is the best way to fix this?

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Iona-D
Level 13

Re: Refund my money back on my card.and cancel account

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Do a hard reset on your Roku devices that are on your account right away.  Here is their instructions on how to do this:  https://support.roku.com/article/208757008

Then contact your card's issuing bank and follow their instructions. I would change any password or PIN number that either was needed to access it and/or associated in some way with my Roku account to be on the safe side after resetting my device(s).  To see how I-and others in my own family-protect ourselves online from now on, read this: 

How To Keep Your Hard Earned Money Very Separate From Your Roku Account For The Foreseeable Future 

https://community.roku.com/t5/Community-Discussions/How-To-Keep-Your-Hard-Earned-Money-Very-Separate...

As for reporting to the general interested population that needs protection, you already have done this, not just in your state.  By warning others of your dealings with these creeps right here, right now even on a holiday weekend.  Thank you for caring!

 

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RokuDanny-R
Roku Employee
Roku Employee

Re: Refund my money back on my card.and cancel account

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@Ottodl1993 

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

It sounds as if you may have contacted by a third party support. 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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moldman
Level 7

Why doesn't Roku have warning on there home page....

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I was excited to plug in my new TCL Roku TV only to fall for one the many Roku scams out there. I fill that by this time Roku knows about these scams and at this point is part of the problem. Roku is allowing this to go on by not having a large warning stating that no payments need to be made to anyone for activation.

It looks like I'm out of $170.00. I've reported this to everyone I could think of. 

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atc98092
Level 21

Re: Why doesn't Roku have warning on there home page....

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Immediately dispute the charge on your credit card. If you begin seeing false charges on it, I recommend cancelling the card and having your bank issue a new one.

Roku does provide a warning on screen during the set up process that there is no charge to register/link a Roku device, or to create a user account. But the scammers have manipulated the Internet search engines to promote their bogus sites over the genuine Roku site. Google is the worst for it, while Bing is far better. 

Dan
Ultra (4640), Ultra (4670), Ultra (4800), Premiere (3920), Insignia 720p Roku TV, Sharp 4K Roku TV, Nvidia Shield, Windows 10 Pro x64 running Serviio and Plex on a wired Gigabit network.
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moldman
Level 7

Re: Refund my money back on my card.and cancel account

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So I also fell for this very clever scam. I'm very worried about the fact the they were able to reset and load software into my new TV while I was on the phone with them. I guess I'm out of $170.00

Will preforming a "Factory Reset" block them from getting back into my TV?

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atc98092
Level 21

Re: Refund my money back on my card.and cancel account

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@moldman wrote:

So I also fell for this very clever scam. I'm very worried about the fact the they were able to reset and load software into my new TV while I was on the phone with them. I guess I'm out of $170.00

Will preforming a "Factory Reset" block them from getting back into my TV?


First, immediately contest the charge on your credit card. Tell your bank it was a fraudulent web site that tricked you.

Right now, it appears they have access to your Roku user account. try logging into your account at https://my.roku.com. If you can successfully log in, immediately change the password. That should keep them from messing with your TV any longer. 

The one way to be absolutely certain they can't access your account/Roku is to create a new user account with a different email address, then do a factory reset of your Roku and link it to your newly created account. Then contact @RokuDanny-R to delete your previous account. 

Dan
Ultra (4640), Ultra (4670), Ultra (4800), Premiere (3920), Insignia 720p Roku TV, Sharp 4K Roku TV, Nvidia Shield, Windows 10 Pro x64 running Serviio and Plex on a wired Gigabit network.
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cpietra
Level 7

Setup issues

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While setting a Premier up (to replace a Streaming Stick with new Remote), an on screen message indicated a problem and provided a phone number.  When I called, the person said I had to pay $50. to hook up multiple devices. (A clear misrepresentation of the Roku Terms of Use).  I am not sure how she introduced herself - I don't remember.
At that point I was ready to try anything to get the device working.  With the payment she did something and the Premiere was working.
 
Later when I checked the terms of use, it was clear that this person misrepresented the Roku brand.
I have been working with my Credit Card company to get the charges reversed.
The company on the Credit Card summary was:
 
OYO Technologies
1910 9th Street
Berkeley CA 91710
Tel 510 677 5157
 
It turned out to be a private phone number not connected to any business (at least that was what I was told when I called).
 
I did some additional research using Google Search and found:
 
OYO Technologies LLC
2516 California Street, Unit A
Berkeley, CA 94703
Tel 510 860 7489
 
When I called there, They tried again to point to the Terms of Use.  I asked them which paragraph to look at since I had my computer open and could check.
When I mentioned this, I got some double talk.  I told them I would contact you and the Credit Card Company.  At that point they said they would initiate a refund.
 
Current Status:
 
The Credit Card Company is still "investigating".
You have just been notified with this post.
Streaming Stick is not working with either the old or new remote.  I am ready to toss it!
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