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.
cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
jef1
Level 7

How does one actually get in touch with Roku customer support?

I've submitted multiple requests for help both through the website and directly to customersupport@roku.com. I've received acknowledgement emails with a ticket number (3008470), but have yet to receive an actual response. Even the biggest, busiest companies I've dealt with have managed to get back to me within 2 business days, but Roku apparently can't be bothered to answer? Is there, like, an actually functional email address I can contact to get a response? Or some secret area on the website I have to go to, and give a secret handshake to? How do I get help with my account request??

0 Kudos
7 Replies
renojim
Community Streaming Expert

Re: How does one actually get in touch with Roku customer support?

Wait until Monday and contact RokuDanny-R or RokuTanner.  One of them will probably notice this thread anyway.  With your ticket number one of them can escalate it to the proper people.

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.
0 Kudos
RokuDanny-R
Roku Employee
Roku Employee

Re: How does one actually get in touch with Roku customer support?

@jef1 

Thanks for the inquiry. I'm sorry to hear about the experience—that's not what we aim for.

Please send me a private message with the email address used to file your request, along any order number(s). I'll have a member of our Support team take a look and help get this straightened out for you.


Thanks,
Danny

Danny R.
Roku Forum Moderator
0 Kudos
jef1
Level 7

Re: How does one actually get in touch with Roku customer support?

What order? Who said anything about an order? My question is about a refund that a channel said had to be processed by Roku. Please escalate my ticket number, since obviously trying to get in touch over and over and over again for nearly two weeks somehow isn't enough to get it escalated. Thank you.

0 Kudos
RokuDanny-R
Roku Employee
Roku Employee

Re: How does one actually get in touch with Roku customer support?

Hi,

As requested earlier, 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
0 Kudos
zbetten
Level 7

Roku purchase

Hello. Not sure whether this response refers to my question on how to cancel an item purchased but my email is zbetten@gmail.com and the serial number I have no way of knowing as I have not received the item as yet. Is this what you're asking for? The Order No. Is 102120564.
0 Kudos
ffoley
Level 7

Re: How does one actually get in touch with Roku customer support?

I relate, I have not had any service for three days now. Not to mention it is a holiday weekend, as well I have scoured the net and come up empty handed! If and when I can get in contact with them, they had better have earplugs in!!!

0 Kudos
ffoley
Level 7

Re: How does one actually get in touch with Roku customer support?

Well, let me tell you something. I have  of not had service in three days!!!!! I am pissed! Not even one, even one of your god knows how many websites offer ABSOLUTELY!! no help! I do not need to watch a video to help me set up something that works. Maybe roku needs a video of how to be responsible!

0 Kudos