Thanks for letting us know about the issue that you are experiencing.
I would like to look further into this issue for you. Please send me a PM with your Roku account email address, and include the serial number of the Roku device from Settings>System>About. I'll be able to assist you further from there.
Did you get this resolved? I'm in the same boat, and customer support was no help at all. They just told me to create a new account. My concern is the saved payment information, that someone else now has access to.
Can you please clarify the issue you are experiencing?
If you need assistance with account 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.
@RokuDanny-R my wife and I had our account hacked and email changed. I see your advice to factory reset the device, but my concern is that they'll just still have my credit card on the new email account that the hacker replaced ours with.
Will the factory reset effectively delete that account too? Do we need to cancel our credit card since we can no longer access the account?
My wife has been corresponding with another Roku support person who has taken multiple days to respond. Request number is 3943086 if that's any help. Thank you!