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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Roku Employee
Roku Employee

Re: Buyer beware

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@Jasons817 

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

Danny R.
Roku Forum Moderator
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Level 7

Why was I charged a one time $99.99? I was told a new policy starting November2019And all users will

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I purchased a new TCL/Roku TV 11/29/19 for $129.00.The television would not except the code on the screen to set up. And to call a telephone number connecting me to technical support and was told of a new policy change that started in November that all Roku devices Would have a one time charge of $99.99That’s almost as much as I paid for the television.If this is the case I certainly wouldn’t recommend Roku to any of my friends.
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Level 12

Re: Why was I charged a one time $99.99? I was told a new policy starting November2019And all users

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Roku support is free. Roku setup is free. Where (specifically) are you getting a phone number to call support where someone's telling you about a $99 fee? It's not in the Roku documentation.
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Roku Employee
Roku Employee

Re: Why was I charged a one time $99.99? I was told a new policy starting November2019And all users

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@Drum2303 

Thanks for the inquiry.

Please be aware that Roku does not charge an activation fee or charge for support. There is NEVER a charge to create a Roku account. Please see more information here: https://support.roku.com/article/208757068-will-i-be-charged-for-customer-service-device-activation-...

I would like to look further into this issue for you. Please send me a private message with your Roku account email address and the serial number of your device. I will be able to assist you further from there.


Thanks,
Danny

Danny R.
Roku Forum Moderator

View solution in original post

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Level 7

Activation Fee

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Just bought the Roku LT and it didn't accept the activation code. I contacted support and they got it going but then told me there was a one time activation fee of $99.99. Said this just came into effect. I have seen similar posts but for different amounts and earlier dates. He mentioned became effective end of November. Is this a scam? I didn't proceed but don't want to be without service.
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Level 16

Re: Activation Fee

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IT'S A SCAM!!!

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Level 7

Re: Activation scam

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I just tried to activate a new account and was told it would cost $80.00 TO DO SO. Is this a scam???

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Level 20

Re: Activation scam

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@DPM wrote:

I just tried to activate a new account and was told it would cost $80.00 TO DO SO. Is this a scam???


Yes, it is. Make sure you go to www.roku.com to create an account. Don't do a web search for Roku support, because that will just get you scam sites. 

Dan
Roku Stick (3600), Ultra (4640), Ultra (4670), 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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Level 10

Re: Activation scam

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People just need to stop running to Google to try and activate! The on-screen instructions are pretty straight forward on how to activate a Roku. They give you an address to follow for activation, nowhere during setup does it say go to Google!

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Level 20

Re: Activation Fee

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@Crhodges wrote:
Just bought the Roku LT and it didn't accept the activation code. I contacted support and they got it going but then told me there was a one time activation fee of $99.99. Said this just came into effect. I have seen similar posts but for different amounts and earlier dates. He mentioned became effective end of November. Is this a scam? I didn't proceed but don't want to be without service.

Please, please don't use a web search engine to find Roku support. The only thing that you'll find are scam sites such as this. Roku does not and never has asked for a fee to activate or renew access to a Roku. www.roku.com is the only source of official support. This forum is operated by Roku, and there are Roku employees here monitoring during weekday business hours. On Monday @RokuTannerD or @RokuDanny-R will likely reach out to you to assist. While they are not customer support, they will do their best to get you up and running. 

In the meantime, you might perform a factory reset and start the setup from scratch again. Find the hidden hole with a recessed button. While the unit is powered on, press and hold the button for 30+ seconds. Don't release it early, regardless of what the screen is doing. They try to set it up again and link it to your Roku account. 

Dan
Roku Stick (3600), Ultra (4640), Ultra (4670), 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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