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!

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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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Community Manager
Community Manager

Re: I Need Customer Support!

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Hi there! 

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

Based on your description, it appears that you (or someone in your household) have signed up for a channel or service on your Roku device. 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-

 

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.

Please send me a private message with the email address used to place your order, along with the 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
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Community Manager
Community Manager

Re: I Need Customer Support!

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Hi there! 

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

Based on your description, it appears that you (or someone in your household) have signed up for a channel or service on your Roku device. 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-

 

Thanks,

Tanner

Tanner D.
Roku Community Manager

View solution in original post

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