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: 
Highlighted
FeliciaW
Level 7

I have a charge, but no purchase or subscription?

Jump to solution
I have a translation statement from my bank labeled “the roku channel” for 14.99.
That posted yesterday.

I haven’t authorized any purchases and have a pin set up for purchases.

I checked my roku account and there are no purchases or subscriptions listed.

Tried to contact customer support through the prompts but after selecting “I don’t recognize a charge” and “30 day duration” it keeps kicking me out saying that I need to sign in to My Roku account before getting further assistance. - which I was and still am signed in.

Please help me or give me a number I can call to get help.
1 Solution

Accepted Solutions
Highlighted
Community Manager
Community Manager

Re: I have a charge, but no purchase or subscription?

Jump to solution

@TookMyMoney Thanks for reaching out. It's likely that you saw an authorization hold applied to your payment method, prior to our site trying to charge the full amount of your order. If the authorization hold was approved and the actual payment charge declined, this would likely occur. There are a number of reasons that the payment processor or your bank may decline a charge, including funds availability, billing information, address verification, etc. I would recommend reaching out to your bank to inquire about the charge attempt and why this may have been declined.

If you need any further assistance, you will need to contact our support team for your account and billing order issue here: https://support.roku.com/contactus

Let us know if you need any further help from there. 

 

Thanks,

Tanner

Tanner D.
Roku Community Manager

View solution in original post

0 Kudos
5 Replies
Highlighted
Roku Employee
Roku Employee

Re: I have a charge, but no purchase or subscription?

Jump to solution

Hi,

Thanks for the inquiry.

Please send me a private message with your Roku account email address and the serial number of your Roku device. I'll continue to assist you from there.


Thanks,
Danny

Danny R.
Roku Forum Moderator
0 Kudos
Highlighted
TookMyMoney
Level 7

Re: I have a charge, but no purchase or subscription?

Jump to solution

Roku just charged my card and tells me 'sorry, we couldn't process your order .   We'll try to get you your money back in 3-5 days.'   Super sketchy, why would they take my money 'before' being able process my order.  That simply does not make sense.   Talk about terrible customer experience.   Terrible.   Someone on the commerce site team should definitely be worried about NPS scores.     Bad Bad Bad.

0 Kudos
Highlighted
Community Manager
Community Manager

Re: I have a charge, but no purchase or subscription?

Jump to solution

@TookMyMoney Thanks for reaching out. It's likely that you saw an authorization hold applied to your payment method, prior to our site trying to charge the full amount of your order. If the authorization hold was approved and the actual payment charge declined, this would likely occur. There are a number of reasons that the payment processor or your bank may decline a charge, including funds availability, billing information, address verification, etc. I would recommend reaching out to your bank to inquire about the charge attempt and why this may have been declined.

If you need any further assistance, you will need to contact our support team for your account and billing order issue here: https://support.roku.com/contactus

Let us know if you need any further help from there. 

 

Thanks,

Tanner

Tanner D.
Roku Community Manager

View solution in original post

0 Kudos
Highlighted
Lyanish
Level 7

Re: I have a charge, but no purchase or subscription?

Jump to solution

I would also like some support on a charge I did not authorize.  Please contact me ASAP!!!  

0 Kudos
Highlighted
viviajm
Level 7

Re: I have a charge, but no purchase or subscription?

Jump to solution

I paod them through PayPal and they refunded. But I still would like to know what all they offered.  I couldn't them to tell a novice of exactly what was included in the packge.  I am going to call them Saturday and try to pin them down.

0 Kudos