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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Vcmurray
Level 7

I Need Customer Support for charges!

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I am trying to find out why I have an additional charge after purchasing the new Roku Express for 23.18. I was charged an additional $13.38 and I am trying to find out why. 

Roku customer support chat doesn't work either. I am wasting time and money and am about to discontinue Roku altogether if I can't get a simple answer to my question.

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3 Solutions

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Community Manager
Community Manager

Re: I Need Customer Support!

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Hi there! 

Thanks for the note. For any account, billing or order related issues, you will need to contact our support team directly here: https://support.roku.com/contactus

If you are seeing any charge from Roku directly, this would indicate that someone has signed up for a channel or service using a Roku device linked to your account. I'd recommend logging into your Roku account at: https://my.roku.com/index and going to 'Manage my subscriptions' to view your active subscriptions. You can manage or cancels subscriptions from here. You can also view your purchase history when logged into your account, and enable a PIN/password to prevent any purchases or the addition of channels to your device(s). See more here: https://support.roku.com/article/220128567-how-do-i-create-or-update-the-pin-for-my-roku-account-

If you have been asked for any form of payment for device activation, support services, or setup, you have not contacted our official support team. Roku does not charge for setup, activation or support services. Please see more information and additional guidance here: https://support.roku.com/article/115006387588-why-do-i-see-a-1-00-charge-on-my-credit-or-debit-card-

 

Thanks,

Tanner

Tanner D.
Roku Community Manager

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Roku Employee
Roku Employee

Re: I Need Customer Support!

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Hi,

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

For account, billing or order related issues, please contact our support team directly here: https://support.roku.com/contactus


Thanks,
Danny

Danny R.
Roku Forum Moderator

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Roku Employee
Roku Employee

Re: I Need Customer Support for charges!

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@lidfisher 

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

For account, billing or order related issues, please contact our support team directly here: https://support.roku.com/contactus. They will be able further assist you.


Thanks,
Danny

Danny R.
Roku Forum Moderator

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15 Replies
Community Manager
Community Manager

Re: I Need Customer Support!

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Hi there! 

Thanks for the note. For any account, billing or order related issues, you will need to contact our support team directly here: https://support.roku.com/contactus

If you are seeing any charge from Roku directly, this would indicate that someone has signed up for a channel or service using a Roku device linked to your account. I'd recommend logging into your Roku account at: https://my.roku.com/index and going to 'Manage my subscriptions' to view your active subscriptions. You can manage or cancels subscriptions from here. You can also view your purchase history when logged into your account, and enable a PIN/password to prevent any purchases or the addition of channels to your device(s). See more here: https://support.roku.com/article/220128567-how-do-i-create-or-update-the-pin-for-my-roku-account-

If you have been asked for any form of payment for device activation, support services, or setup, you have not contacted our official support team. Roku does not charge for setup, activation or support services. Please see more information and additional guidance here: https://support.roku.com/article/115006387588-why-do-i-see-a-1-00-charge-on-my-credit-or-debit-card-

 

Thanks,

Tanner

Tanner D.
Roku Community Manager

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Amalia0711
Level 7

Re: I Need Customer Support for charges!

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I two charge on my account I need to my refund is one .10.99 and one for 8.99 call last month for stars and they give me a refund know I gat charge Again
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MalingCC
Level 7

Re: I Need Customer Support for charges!

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Good luck with Roku Support to resolve your issue. I contacted Roku for charging my bank account all tho I didn’t authorize it! My account doesn’t have any active subscriptions. I contacted my bank to have the charges reversed.
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terpgrace
Level 7

Customer Support is not support

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I subscribed for a 7-day free trial on Frndlytv through Roku.  I received an email that I was successful.  I tried countless times to log in to Frndlytv but every time it showed my email was not registered.  It is the same as my Roku registration email.  I wrote down the email and password I used to subscribe to it.  I always do that and have for years.  

After several failed attempts to sign in to Frndlytv, I unsubscribed from Frndlytv.  I received an email from Roku showing the subscription was cancelled.  That was the same day I sent it.  However, Roku pulled a monthly payment for subscription to Frndlytv.  

I've been exchanging emails with support from Frndlytv (which is a whole lot easier than trying to contact a person with Roku which I still have not managed) and may see light at the end of the tunnel.  They haven't received a payment from Roku for me (however that works).  

I came on Roku to try to talk with someone to get my money back for that month.  How do you actually get to contact a person?  I started filling out an email through them to address my issue and it just keeps sending me back to the beginning support page.  What's up with that?

I hope people actually see this.  I want my money refunded for the Frndlytv subscription which was pulled which should never have been pulled.

Debbie G

[post merged with already existing thread]

wjack459
Level 7

Re: I Need Customer Support!

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i need help  sir or madam....  i cant seem to get  answer from  emails or a live  person.

i got  charge 69.99 and i dont even  see a subcribtion to  cancel or  ask about!!!   

 

 

 

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Crista
Level 7

Charges not authorized

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I have tried to contact customer support but it does not work. This is a scam for them getting more money from its customers! I thought buying the ruko would be a cheap way but I’m getting charged 39.99 a month and 10 to 15 every now and then when I know I have not charged anything to my account. I am very disappointed in this company and will spread nothing but bad comments when brought up. Their is a pin I have to put in and my kids don’t know how to so please tell me how I’m being charged for something I never got?

[post merged with already existing thread]

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I’m trying to contact Roku about billing, no one has respond to my messages, I called the phone number that was listed on my account and no response, is this company real, I’m detecting a scam,
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Roku Employee
Roku Employee

Re: Billing

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Hi,

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

For account, billing or order related issues, please contact our support team directly here: https://support.roku.com/contactus


Thanks,
Danny

Danny R.
Roku Forum Moderator
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Bori86
Level 7

Re: I Need Customer Support!

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I just got charged 49.00 for ESPN and I did not authorize the payment
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