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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Sam10
Level 7

Can't remove payment card details

I'd like to remove the payment card associated to my account and each time I select the Update>Cancel Payment Method, the payment detail is still there. Any thoughts please? 

Thanks

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7 Replies
DBDukes
Level 16

Re: Can't remove payment card details

When you go to https://my.roku.com and log in, then click the Update Payment button, then scroll all the way down and click Remove Payment Method, what happens?

DBDukes
https://www.dbdukes.com/
Roku Ultra (4660)
Roku Streambar (9102)
Roku Streaming Stick+ (3810)
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Sam10
Level 7

Re: Can't remove payment card details

Hi,

 

A 'Remove Payment Method' dialogue box opens, but when the 'Remove' tab is clicked, it just leaves you with the option to 'Go back' to the previous (payment detail) landing page. I'd expect to see a confirmation that the payment method was removed but this isn't the case. 

 

The attached screenshot was what came up after clicking 'Remove' tab; showing only the option to 'Go back'.

Remove Payment method.png

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DBDukes
Level 16

Re: Can't remove payment card details

Are you subscribed to anything through Roku? Go to https://my.roku.com/ and log in, then scroll down to Manage your subscriptions

If you're subscribed to anything, you can't remove payment information.

DBDukes
https://www.dbdukes.com/
Roku Ultra (4660)
Roku Streambar (9102)
Roku Streaming Stick+ (3810)
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Sam10
Level 7

Re: Can't remove payment card details

Thanks.

Yes, I have an active annually paid subscription. So do I have to leave my details there for a year for when the next subscription is due? This isn't a good experience I'd imagine. I'd understand if the subscription is due monthly.

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DBDukes
Level 16

Re: Can't remove payment card details

Have you canceled it? You should be able to remove it once you cancel. The subscription will apply until end of term, and not auto-renew, once you do that.

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

Re: Can't remove payment card details

I can not remove payment card from my account

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DBDukes
Level 16

Re: Can't remove payment card details

That usually means there is an active subscription. Log in to https://my.roku.com and go to the Manage your subscriptions link. If there are any subscriptions, cancel them.

To prevent any user from subscribing to anything else, you might wish to add a PIN to your account.

DBDukes
https://www.dbdukes.com/
Roku Ultra (4660)
Roku Streambar (9102)
Roku Streaming Stick+ (3810)
0 Kudos