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AJMarie
Newbie
‎03-09-2022 01:45 PM

Cancel deceased family member account. There is no phone number and support email does not woe

Why can’t I cancel family member account with roku……no phone number and support email does not work . What can I do? This is crazy. 

6 REPLIES 6
MilesT
Roku Guru
‎03-09-2022 03:39 PM

Re: Cancel deceased family member account. There is no phone number and support email does not woe

If nothing else works...well any payment card on the account presumably will be closed eventually, and you can write a letter with a copy of death cert and details of email address to Roku headquarters listed on website.  Just keep a copy and get proof of postage.  Roku's problem after that if they don't close account.

Not a Roku employee
TrooperDada326
Roku Guru
‎03-09-2022 04:02 PM

Re: Cancel deceased family member account. There is no phone number and support email does not woe

Sorry for your loss . You can chat with an agent, email them or post on here.  There are no fees for Roku unless they were paying for a subscription that was tied to the Roku account. 

https://support.roku.com/contactus

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TrooperDada326
Roku Guru
‎03-09-2022 04:20 PM

Re: Cancel deceased family member account. There is no phone number and support email does not woe

There are 3 options to contact support. Chat, email or this community.  There are fees for Roku unless they had a subscription attached to their account such as Netflix or HBO Max. 

https://support.roku.com/category/202683127

https://support.roku.com/contactus

 

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DBDukes
Community Streaming Expert
‎03-09-2022 08:30 PM

Re: Cancel deceased family member account. There is no phone number and support email does not woe

@AJMarie 

Perhaps @Jeremiah-Roku can help. He's now tagged on this and should reach out.

Also, go to https://support.roku.com/contactus and submit a Billing issue, explaining the issue.

DBDukes
Roku Community Streaming Expert
Note: I am not a Roku employee.

If this post solves your problem please help others find this answer and click "Accept as Solution."

HDMIGuy
Roku Guru
‎03-10-2022 07:48 PM

Re: Cancel deceased family member account. There is no phone number and support email does not woe

Do you know the email address of the account?  If you do I would go to the account and click forgot password.  Once you have a new password for the account you can cancel any subscriptions, remove any payment information and deactivate the account.

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948493
Streaming Star
‎03-10-2022 09:31 PM

Re: Cancel deceased family member account. There is no phone number and support email does not woe

I’m currently helping a family friend deal with estate issues related to the recent death of her husband.  Just a suggestion, if the other options above don’t pan out- you should be able present the death certificate to any credit card and/or banks associated with the person to stop future payments or shutdown the associated paid subscription accounts.  This may need to be done by the executor of the estate, depending on the situation.  Sorry for your loss and hope you find the best option quickly.