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Kandes829
Level 7

How do I cancel and get a refund

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My 3 yr old ordered 96$ espn by accident. How do I cancel and get my money put back on my card?

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RokuDanny-R
Roku Employee
Roku Employee

Re: How do I cancel and get a refund

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@Kandes829 

Thanks for the post.

We would first recommend setting up a Roku PIN for your account to avoid this happening again in the future. For more information about how to add a PIN, visit our Support page here: How do I create or update the PIN for my Roku account?

In regards to the charges on your account, 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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boogernose
Level 18

Re: How do I cancel and get a refund

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https://support.roku.com/contactus

I would contact ESPN and also remove the app

after logging out.

I doubt a 3 year old could enable and link the app.

---A problem clearly stated is a problem half solved---.
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makaiguy
Level 20

Re: How do I cancel and get a refund

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@Kandes829 wrote:

My 3 yr old ordered 96$ espn by accident. How do I cancel and get my money put back on my card?


As for getting a refund, good luck.  Every streaming subscription with which I am familiar, either through a third party like Roku or directly with the channel, is nonrefundable.  You are pre-paying for a specified subscription period and it auto renews when that period runs out.  When you cancel the subscription it prevents the auto-renewal but the subscription stays in force until the balance of the pre-paid period expires.  These conditions are explained on screen and must be accepted when subscribing -- you know, all that stuff nobody bothers to read but agrees to anyway.

To unsubscribe:
If the subscription was made through Roku, highlight the channel on your home screen, press the remote's * key and click the Unsubscribe option if there is one.   If not, you can also unsubscribe by logging into your account at http://my.roku.com and going to the "Manage your subscriptions" link.

If not subscribed through Roku, you'll need to unsubscribe the same place you subscribed, either through a different 3rd party or directly on the channel's website.

To protect yourself against any future such "accidents" log into your account at https://my.roku.com and create or reset a PIN value. You can then choose when the PIN is to be required, such as before it will allow any subscription or purchase to be made on your account.

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RokuDanny-R
Roku Employee
Roku Employee

Re: How do I cancel and get a refund

Jump to solution

@Kandes829 

Thanks for the post.

We would first recommend setting up a Roku PIN for your account to avoid this happening again in the future. For more information about how to add a PIN, visit our Support page here: How do I create or update the PIN for my Roku account?

In regards to the charges on your account, 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

View solution in original post

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