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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atc98092
Community Streaming Expert

Re: Roku phone

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@Bella8299 wrote:

how do i set up the number wants me to pay 89$ if i don’t he said you won’t be able to use your tv please help 


DO NOT PAY THEM! That is a scam. You reached the wrong web site when you attempted to link your device. You have to go to https://my.roku.com/link for the correct address. The scammers have manipulated the search engines to place their sites higher than the legitimate Roku site. 

I hope you did not give them any personal information, or access to your Roku user account. If you did, change your Roku user account password immediately so they don't lock you out if it. Now go to the legitimate Roku site listed above and you will be able to link your new device just fine. If you  can't get the link code back on screen, then do a hard reset and start over. Depending on the device, the reset button could be inside a small hole, or a soft touch button on the case. 

Dan

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Sgaskins
Level 7

Re: activation fee Scam

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Activation fee. Is this a scam I bought a new tv and when prompted to enter activation code I received an error message with phone number to call. When I called he entered my code from his end and set up but stated a billing person would call me back to process an activation fee. I later got a call to request payment of 179.99 an invoice was emailed to me saying I have 24 hours to pay. I have not paid as am suspicious this is a scam. Please advise

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makaiguy
Community Streaming Expert

Re: wrong email

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@erimed90 

"Tech support" was a scammer you somehow reached instead of a legitimate Roku contact.  You gave them enough information to get your Roku linked to an account, but it is an account controlled by the scammer, not you.  A legitimate Roku account would be named with your email address, not the scammer's.

To regain control, you should perform a factory reset (Settings > System > Advanced system settings > Factory reset.  You'll have to set your unit up again from scratch.

IMPORTANT! When linking your device you are directed to go to roku.com/link. Type this in very carefully and verify that you actually do go there. Otherwise you can end up at a scammer's fake Roku site. If you end up at ANY site not on roku.com (other than the https://my.roku.com/link that you'll get redirected to), back out and try again.

If you gave the scammer ANY payment information, they now have the ability to hit you with bogus charges, and sell your information to others who can do the same.  Watch your incoming charges like a hawk.  Spammers can call their charges anything they want so don't assume a charge that says it's from Roku really is from Roku.  Dispute any false charges with your financial institution - they can trace them back to the account that actually placed them.

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Note: I am not a Roku employee, just a user like you.

Roku Streaming Stick+ 3810 | TCL Roku TV 43S245/C107X | Roku Streaming Stick 3600
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renojim
Community Streaming Expert

Re: activation fee Scam

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@Sgaskins 

IT IS A SCAM!!!!  To link your Roku, don't do a search (which almost all web browsers do by default these days).  Go here:  https://my.roku.com/link

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Texaslady59
Level 7

Re: Roku phone

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Good morning bella it sounds like it's the same person that screwed me out of $89.00 so called activation fee don't talk to him anymore he is a scam with my first roku had to setup an account. I don't know if I was of some help but I feel your pain. Let me know if I was of some help. Sincerely Margaret

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Jdeen
Level 8

Re: Activation or Support Scam

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I have had ROKU for 5 years and one of them failed so I looked on my ROKU account to see what kine I could get.I decided on one and ent to Wal mart and of it . Cam home tried to hook it up and got a message to call cust support. The foreign man told me that ROKU just started a new policy that it charged a one time fee of $99.00 for a 3 unit plan. and they went up from there. I had already signed in today and he said he checked my account and since I had never paid the one-time activation fee he would have charge me same. I refused and told him I would take it back. The whole website advised there are not fees I do subscribe to FUBO and he said wold get that for a one time fee also.. I knew something was not right so I hung up on him and came in on my PC and checked my existing account and there is nothing about a one-time fee starting Aug of this year.  I am a retired agent form the Ill State Police, this is out and out FRAUD if ROKU advertises the devices are no Fee and then after you buy them charge you a fee. Who do I contact regarding FRAUD cases.  Jerry L Deen ROKU has my contact info I jsut hope they call me.  

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atc98092
Community Streaming Expert

Re: Activation or Support Scam

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@Jdeen wrote:

I have had ROKU for 5 years and one of them failed so I looked on my ROKU account to see what kine I could get.I decided on one and ent to Wal mart and of it . Cam home tried to hook it up and got a message to call cust support. The foreign man told me that ROKU just started a new policy that it charged a one time fee of $99.00 for a 3 unit plan. and they went up from there. I had already signed in today and he said he checked my account and since I had never paid the one-time activation fee he would have charge me same. I refused and told him I would take it back. The whole website advised there are not fees I do subscribe to FUBO and he said wold get that for a one time fee also.. I knew something was not right so I hung up on him and came in on my PC and checked my existing account and there is nothing about a one-time fee starting Aug of this year.  I am a retired agent form the Ill State Police, this is out and out FRAUD if ROKU advertises the devices are no Fee and then after you buy them charge you a fee. Who do I contact regarding FRAUD cases.  Jerry L Deen ROKU has my contact info I just hope they call me.  


There's no fraud on Roku's part. Those scammers are the ones that are attempting something illegal. There is NO charge by Roku at all for any sort of account or activation. What they (the scammers) have done is manipulate the search engines, and when you began typing in the web address to link your new device (the legitimate address is https://my.roku.com/link) the browser suggests a match, which in reality is a scam site. Unfortunately, many people accept those false suggestions, which is why they end up on the scam site. 

Since these scammers are not located within the US (you noted the foreign accent) there's nothing Roku can legally do against them. 

Dan

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Jdeen
Level 8

Re Roku Scam for activation fees.

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I placed a complaint or made a post for help to get activated last night.. I followed the on screen prompts as directed by the activation manual and a phone number appeared on my screen to call on my phone. when I was attempting to activate. They insisted I had to pay a $99.00 activation fee. because I had not completed activation on my previous devices. I have had an account for ROKU for 5 years and prior to purchasing one last night I even updated my account. 

One of the knowledgeable (?) responses stated the scammers were manipulating the system to illegally scam customers. I am a Retired Ill State Police Agent that as done criminal investigations for 30 years. It appears that ROKU is aware of the scam and is being complicit in this illegal activity and putting customers at risk. Perhaps this is a joint venture with the foreign manufacturer to obtain double their revenue and to Steal ID. If ROKU left open a back door for the scammers to get in they may very well be part of the scam. They are charging $100.00 for a $50.00 devise, This morning I got a new message on my I-Phone that my account was locked due to network error 003. It provided the SAME NUMBER AS I CALLED LAST NIGHT.773-+923-0164 . I guess I will need to pursue this matter against ROKU with the Ill State Fraud  office for fraudulent activities. I have asked ROKU to contact me because they have my contact info of which I did not provide to the scammers unless they can access my account at ROKU (?) which also has CC info. ?

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atc98092
Community Streaming Expert

Re: Re Roku Scam for activation fees.

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I respect your background and credentials. But I respectfully disagree that Roku has any culpability here. They have taken multiple steps to ensure users know there are no fees involved, they have made changes to their authentication process, and of course we don't know what attempts have been made with the search providers to purge these scam sites. With your LE background you surely recognize the difficulty going after off-shore players. 

I completely understand your frustration, and I hope Roku is continuing to pursue everything possible from their end. 

Dan

Roku Community Streaming Expert

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Jdeen
Level 8

Re: Activation or Support Scam

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I posted a detailed post that I used the manual to activate and ended up getting a message to call the number that was the thieves. I gat a similar message this morning with the same number on my I phone. Roku would not post the second detailed report  so it is obvious that they are complicit in this activity and probably part of it with foreign manufacturers or assoc to scam (Steal) twice the cost of the device. Thieves are using a back door to invade customers PC's and strong-arm them to pay activation fees. ROKU is COMPLICIT and part of the Scam in my opinion. ROKU has my number to call me I will not call any numbers from customer support. I have no other alternative but to pursue criminal or civil charges. 

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