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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Roku Employee
Roku Employee

Re: transaction

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@Chisolmyazmine 

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 reach out to our support team directly here for your 'Account or billing' issue, and select 'managing your order': https://support.roku.com/contactus. They will be able further assist you.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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Shena17
Level 7

Re: I Need Customer Support!

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Hello! 
I’m needing help with canceling my subscription. I have Disney + and Sundance now. I go onto the account I can access and I don’t see any subscription and it’s under the email that I use everyday. So I don’t know where it goes because my card keeps getting charged and I don’t have the money to pay for so many subscription. So idk if it’s under a different email but I told them I don’t have access to my old account so idk if they cancelled my old account or not. I wish their was a number we can call and ask them about it and get help faster. 

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alisburg
Level 7

Premium Subscription

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My 3yr old was playing with the Roku remote and some how subscribed to the ESPN channel. I didn't even realize he did it until I received the email. I went in and cancelled right away but now there is a pending transaction for the subscription amount. Will this pending charge fall off since I cancelled right away or no? 

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boogernose
Level 12

Re: Premium Subscription

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@alisburg 

Who knows. Stay on top of it though. If you are timely with these things

it will work out.

Roku Ultra ---Ethernet rules---
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Roku Employee
Roku Employee

Re: I Need Customer Support!

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@Shena17 

Thanks for the inquiry.

Is it possible that you have a subscription for those channels under a different email? If that were the case, you would need to log into that email in order to manage those subscriptions.

For further account, billing or order related issues, please reach out to our support team directly here for your 'Account or billing' issue, and select 'managing your order': https://support.roku.com/contactus. They will be able further assist you.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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Roku Employee
Roku Employee

Re: Premium Subscription

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@alisburg 

Thanks for the inquiry.

We would recommend enabling a PIN for your Roku account to avoid unwanted charges to your Roku account. For more information regarding a PIN, visit our Support page here: How do I create or update the PIN for my Roku account?

For help with account, billing or order related issues, please reach out to our support team directly here for your 'Account or billing' issue, and select 'managing your order': https://support.roku.com/contactus. They will be able further assist you.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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Brae
Level 7

Re: I Need Customer Support!

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I just discovered that Roku has been charging me for two streaming channels, Epix and Acorn, since 5/16 and 6/08. I never authorized this. Nor did I sign up for a free trial. I don't watch these channels. Is it possible that someone hacked my account? 

Disputing these charges is difficult because Roku makes you do it one at a time. I have 10-plus! The charges came out of my Paypal account, which I don't pay much attention to. Buyer beware!

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Roku Employee
Roku Employee

Re: I Need Customer Support!

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@Brae 

Thanks for the inquiry.

If you have an account or billing related issue, please reach out to our Support team by selecting 'Account or billing' issue, and 'managing your order' here: https://support.roku.com/contactus. Our Support will be able to further assist you from there.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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ShamekaH
Level 7

Re: I Need Customer Support!

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Why am I being charged $8.99 for starz and I don't use this app?

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Roku Employee
Roku Employee

Re: I Need Customer Support!

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@ShamekaH 

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

Please reach out to our Support team directly and they will be able to further assist you. The Support team can be reached regarding account, billing or order related issues here for your 'Account or billing' issue, and select 'managing your order': https://support.roku.com/contactus.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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