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shAnell22
Level 7

Card linked to someone else's account

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I need my money back bc it is now linked to someone else's account

My card was charged under someone else's roku account on my TV for a umc subscription how can I remove the charge or do I need to dispute with my bank. Bought a TV from the pawn shop and the email address linked to the device is not my account

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2 Solutions

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renojim
Community Streaming Expert

Re: refund m

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This doesn't make much sense.  How could your card be linked to someone else's account?  Did you ever enter your card information on a Roku account or give it to some scammer over the phone that claimed to represent Roku?  Dispute the charge with your bank.

As for your TV... perform a factory reset from Settings->System->Advanced system settings, create a new account with your email address at https://roku.com/link and link your TV to that account.

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RokuMary-F
Roku Employee
Roku Employee

Re: Card linked to someone else's account

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Hi @HPF,

Welcome to the Roku Community!

I understand that your Roku device is already linked to a different Roku account and accidentally enter your payment method into the existing Roku account.

We suggest performing a factory reset and re-do the activation process. Try running the steps on this link to factory reset the Roku device then link your Roku account to the Roku device, You may also refer to this link: How do I factory reset my Roku® streaming device? | Official Roku Support.

In regards to the payment method, we recommend reaching out to our Support team to see what further assistance they can offer. Otherwise, you may need to contact your card provider regarding the charges on your card moving forward.

Hope you'll find this info useful. Let us know in case you've still got any questions.

Best regards,
Mary

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8 REPLIES 8\
renojim
Community Streaming Expert

Re: refund m

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This doesn't make much sense.  How could your card be linked to someone else's account?  Did you ever enter your card information on a Roku account or give it to some scammer over the phone that claimed to represent Roku?  Dispute the charge with your bank.

As for your TV... perform a factory reset from Settings->System->Advanced system settings, create a new account with your email address at https://roku.com/link and link your TV to that account.

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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CM1987
Level 7

Re: refund m

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Yes, this is the situation I'm in as well. I bought a tv second hand, signed up for a subscription, and now I want to cancel it, only to find the Roku account was never mine, so I can't cancel the subscription because it's on this person's account not mine. (I have another Roku tv in my living room that IS under my own account) remove the card because it's not my account (verified by going to About and checking my own subscriptions).  

I understand that I can factory reset to log in to my own Roku account on this tv, but that does not solve the original concern which is that my card is linked to someone else's account and I can't remove it.  

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renojim
Community Streaming Expert

Re: refund m

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I'm trying to understand how this happened.  Did you enter the card information on the TV screen?  I didn't know that was possible and must have been a real pain using the Roku remote.

You're probably going to have to jump through the hoops at https://support.roku.com/contactus .  When you get to the point where you have to log in use your own Roku account or whatever you're using to log into this forum.  Don't worry that it's not the problem account.

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jjk73
Level 7

Re: Card linked to someone else's account

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My card was charged 7.89 for Roku channel. I don't even have an account. How do find a number to call these people.

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RokuDanny-R
Roku Employee
Roku Employee

Re: Card linked to someone else's account

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@jjk73

Thanks for the post.

If you do not have a Roku account, then you most likely did not get charged from Roku. We would recommend contacting your card provider to investigate where the charges are coming from as they may be fraudulent charges.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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HPF
Level 7

Re: Card linked to someone else's account

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I am having the same issue - did you ever figure out how to resolve this?

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HPF
Level 7

Re: Card linked to someone else's account

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Hi Danny - the issue is that these are used tvs that are already linked to someone else's Roku account.  My daughter signed up for a showtime trial and put in her paypal. Her paypal is now associated with a stranger's roku account. I can't remove the payment or make other changes b/c i don't have the access to the roku account. Any advice - seems like others have had this issue!

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RokuMary-F
Roku Employee
Roku Employee

Re: Card linked to someone else's account

Jump to solution

Hi @HPF,

Welcome to the Roku Community!

I understand that your Roku device is already linked to a different Roku account and accidentally enter your payment method into the existing Roku account.

We suggest performing a factory reset and re-do the activation process. Try running the steps on this link to factory reset the Roku device then link your Roku account to the Roku device, You may also refer to this link: How do I factory reset my Roku® streaming device? | Official Roku Support.

In regards to the payment method, we recommend reaching out to our Support team to see what further assistance they can offer. Otherwise, you may need to contact your card provider regarding the charges on your card moving forward.

Hope you'll find this info useful. Let us know in case you've still got any questions.

Best regards,
Mary

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