Accounts, Billing, & Orders

[RokuDanny-R · Accepted solution]

Hi,

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

It sounds as 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?

Thanks.
Danny

[bmckitrick]

I suspect I was part of a ransomware scam involving the HDCP problem.  I got the error code, and went to a website where it gave me a phone number.  I spoke to someone from (from India) who told me they needed to update my roku device for $69.99.  They got my name, e-mail and phone number but that's it.  Any way to work around this issue?  I tried doing a factory reset on the device and created a new account but to no avail.  

Thanks!

[atc98092]

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@bmckitrick wrote:

I suspect I was part of a ransomware scam involving the HDCP problem.  I got the error code, and went to a website where it gave me a phone number.  I spoke to someone from (from India) who told me they needed to update my roku device for $69.99.  They got my name, e-mail and phone number but that's it.  Any way to work around this issue?  I tried doing a factory reset on the device and created a new account but to no avail.  

Thanks!

---

Absolutely a scam site. Good you didn't give your CC number, but be very cautious about phony phone calls and emails. I hope I'm wrong, but I believe you're going to be targeted. 

Roku never charges for updates or support of any kind. Depending in the age of the player they might not offer any support, but they'll never ask for payment of any kind. Also, Roku does not have a toll-free support number, so that's another giveaway they are scammers.

Now, on to your problem. HDCP errors usually start because of a bad HDMI cable or jack.

• First, turn off the TV and power off the Roku. Remove and firmly insert both ends back into their ports, then power them both up (TV first) and try again.
• Then try plugging the existing cable into a different HDMI port on the TV, assuming you have more than one.
• Try it on a different TV and see if it works.
• Then try the same steps with a different HDMI cable.

If none if these steps resolve the issue, and the Roku gives the same error on different TVs, then most likely the HDMI connection in the Roku has failed. You didn't specify what model Roku you have. If it's reasonably new, it might still be under warranty. If it's too old, you're better off just replacing it rather than attempting any sort of repair. And you can buy any model other than the Ultra for less than $69.99.

[Joyce2]

I was scammed this same way in trying to activate a new Roku after my old unit failed due to planned obsolescence. I was told that two months ago, Roku started charging for new accounts and for activating new devices. I gave them a credit card number but froze my credit card before they had a chance to use it. Don’t know what other damage they might do to me. It would be nice if Roku had a customer service policy where you could actually contact them for matters like this.

[RowKewIsBS]

Their customer service is a joke.

[RokuDanny-R]

Hi,

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

Please be aware that Roku does not charge for device activation.

For more information about how to activate or link a Roku streaming device, visit our Support page here: How do I activate or link my Roku® streaming device?

Thanks,
Danny

[DD2903]

I just had a similar experienced and flatly refused to pay for a registration fee.  I was in the process of returning my Roku but in trying to communicate with Roku directly, I found this site.  More information must be done by Roku to stop the egregious theft and deception that is occurring.

[atc98092]

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@DD2903 wrote:

I just had a similar experienced and flatly refused to pay for a registration fee.  I was in the process of returning my Roku but in trying to communicate with Roku directly, I found this site.  More information must be done by Roku to stop the egregious theft and deception that is occurring.

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Unfortunately, there's little Roku can do other than try to make sure people are aware. Most of those scam sites are not located in a US territory, so US law is difficult to impossible to enforce. Spending large amounts of money to take them to court will do little to nothing since it can't be enforced on them. 

[bferreri]

Is there an activation fee or any other type of fee if you have multiple roku's? I heard a rumor that if you activate more than 2 roku's on the same account there is a fee, is this true?

[andyross]

No.

Maybe somebody is confusing it with some cable or satellite services that may treat more then 2 using a related streaming app as extra boxes and charge to use that streaming app.