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Gramma21
Level 8

Cannot complete my purchase

I haven't purchased anything in several years. But today I wanted to buy a new screensaver. I found the one I wanted ($.99) and tried to purchase it. I got an error telling me to update my Roku account. When I went to the webpage, I saw that my email & credit card were current. I put it in anyway (using Dashlane, so everything is definitely  correct) updated the information but I'm still getting this error. we have plenty in the bank - my husband bought groceries about 15 minutes after this. I tried and retried it several times with the same results. What's happening?

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8 REPLIES 8\
renojim
Community Streaming Expert

Re: Cannot complete my purchase

Try rebooting/restarting your Roku.

Roku Community Streaming Expert

Help others find this answer and click "Accept as Solution."
If you appreciate my answer, maybe give me a Kudo.

I am not a Roku employee.
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Gramma21
Level 8

Re: Cannot complete my purchase


@renojim wrote:

Try rebooting/restarting your Roku.


Thank you. I tried that and got the same results.

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Gramma21
Level 8

Re: Cannot complete my purchase

Please help!

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RokuDanny-R
Roku Employee
Roku Employee

Re: Cannot complete my purchase

@Gramma21 

Thanks for the post.

Can you please clarify the issue you are experiencing. For further assistance with order related issues, 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,
Danny

Danny R.
Roku Forum Moderator
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Gramma21
Level 8

Re: Cannot complete my purchase

I wanted to buy a new screensaver for Roku. I found the one I wanted ($.99) and tried to purchase it. I got an error telling me to update my Roku account. When I went to the webpage, I saw that my email & credit card were current. I put it in anyway (using Dashlane, so everything is definitely  correct) updated the information but I'm still getting this error. I tried unplugging Roku and restarting it but I still get the same error. I tried our other Roku and still get the same error. Am I banned from purchasing anything? Because that's what it's pretty much done to me! 

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Gramma21
Level 8

Re: Cannot complete my purchase

What more clarification do you need? Roku isn't letting me purchase anything, even though everything is up to date. It's happening on all my Rokus - along with everything else.

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Yisthat
Level 8

Re: Cannot complete my purchase

I had trouble today, too.  Seems that my issue was in the address input for the cart.  I have always had issues with the USPS over the use of split zip codes. I have lived here for 44 years and it has been a perennial problem.

I had to change my address to an "alternate" address because of this and it finally went through.  I guess I will find that the shipping vendor will not be able to locate my house in the neighboring city I had to list to get the order completed.

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RokuMary-F
Roku Employee
Roku Employee

Re: Cannot complete my purchase

Hi @Gramma21,

Thanks for the post.

For order related issues, 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 further assist you.
Thanks,

Mary

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