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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Level 7

I have a charge, but no purchase or subscription?

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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.
2 Solutions

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Level 19

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

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@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

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Roku Employee
Roku Employee

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

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Hi everyone,

Thanks for the recent posts.

For account and billing related issues, please reach out to our support team directly here for your 'Account or billing' issue, here: 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: I have a charge, but no purchase or subscription?

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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
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Level 7

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

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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.

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Level 19

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

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@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

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Level 7

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

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

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Level 7

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

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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.

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Level 7

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

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i have no subcriptions or purchase history on my account. but i show a charge of $5.42 in my bank account. it says "purchase roku for boo 816-2728107 DE.."

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Roku Employee
Roku Employee

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

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@amberknox 

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

For account and billing 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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Level 7

I am being billed for a channel (A&E) that's not showing up on my subscriptions. I would like that channel cancelled immediately, and the charge taken off I have not and do not look at A&E. Thank you. Karen Nichols

 

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Level 7

Subscriptions I didnt pay for!

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I have been charged for a yearly subscription to Sundance NOW and I've never even heard of the channel until now. I dont even have an account. I can't even get a response from roku or SUNDANCE! HELP ME!!