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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Jackmoff
Level 7

Help Account Hacked

My account was hacked. The people wiped all my boxes. Can’t get any help from Roku. Any ideas how to get help? Roku is a was of time.

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6 REPLIES 6\
RokuDanny-R
Roku Employee
Roku Employee

Re: Help

@Jackmoff 

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.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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steelyb
Level 7

Re: Help Account Hacked

@Jackmoff

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.

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73
Level 7

Re: Help Account Hacked

I’m on the same situation with account I had to cancel  my Visa card  and no answer from Roku 

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RokuDanny-R
Roku Employee
Roku Employee

Re: Help Account Hacked

@73 

Thanks for the post.

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.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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aphill76
Level 7

Re: Help Account Hacked

@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! 

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RokuDanny-R
Roku Employee
Roku Employee

Re: Help Account Hacked

@aphill76 

Thanks for the post.

If you are in touch with our Support team, we would recommend continuing to work with them as they would best be able to assist you moving forward.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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