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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Chrissy5210
Level 7

Billing

I have been billed a few times now for charges that doesn’t belong to me.  I would like to speak to someone who can help me

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4 Replies
MaryFranco
Roku Employee
Roku Employee

Re: Billing

Hi @Chrissy5210,

Thanks for the post.

If you are being charged for a service you do not recognize, please reach out to our support team directly here for your 'Account or billing' issue, here: https://support.roku.com/contactus. They will be able to further assist you.
Thanks,

Mary

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DBDukes
Level 14

Re: Billing

EDIT: It looks like someone from Roku did respond. Still, the suggestions here are worth considering.

ORIGINAL POST:
Someone from Roku will likely be by soon to help. In the mean time, you need to ensure you've done some damage control. You don't want to resolve two billing issues and then a third one pop up, after all.

So, go to https://my.roku.com and log in.

Go to "PIN Preference" and make sure you have a PIN set. Also ensure that the setting is either:

  • Always require a PIN to make purchases.
  • Always require a PIN to make purchases and add items from the Channel Store.

Those should be explanatory.

Next, from the Account page, scroll down to "Manage Your Subscriptions" and click that link.

On the "My Subscriptions" page, you'll see any subscriptions you have. If you don't want them, cancel them. I'm not addressing whether or not they should ever have been there, I'm simply offering a suggestion to prevent further charges on them. Roku employees will deal with the former.

Once you've canceled everything that needs to be canceled, look at purchases.

From the Account page, click "View your purchase history"

That page can include $0 purchases (that is, free apps) as well as anything you've actually bought on your account. You probably aren't interested in the free things at this point.

Do that to stop the bleeding of money, and to gather information about stuff you want stopped, and possible find other stuff upcoming that you don't know about.

There may need to be troubleshooting regarding how they got there to begin with. Understand that anyone with access to a Roku device on your account can make purchases unless you have a PIN and restriction set.

DBDukes
http://www.dbdukes.com/
Roku Ultra (4660)
Roku Streambar (9102)
Roku Streaming Stick+ (3810)
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stefb4
Level 7

Re: Billing

I am also being charged for Roku, which I don't even have. I had it years ago, recently started getting charges so deactivated all devices, added a PIN just to be safe then closed out my account. Have still been getting charges. I don't have an account anymore so I can't click on the customer support link. You guys need some serious help in the customer service department. 

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MaryFranco
Roku Employee
Roku Employee

Re: Billing

Thanks for reaching out, @stefb4.

For these issues, it may be more effective for you to get help from our billing team. Please contact them directly at https://support.roku.com/contactus. Choose the option from the drop-down menu for "Questions about my account or billing," and you'll be able to send an email request there.
Thanks,

Mary

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