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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Mobilekathy
Level 9

I have unknown charges on my account

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Once again, Roku has charged us for another fraudulent Hulu account. Roku lets just anyone have access to your account information.

They even tried to blame our four year old, saying he made the charges. He is FOUR.

What an incredibly ridiculous customer support strategy. 

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2 Solutions

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RokuKariza-D
Roku Employee
Roku Employee

Re: I have unknown charges on my account

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Hello @Mobilekathy

We're sorry to hear about the issue you're experiencing.

For account & billing concerns, it may be more effective to get help from our Billing team. You can contact them here: support.roku.com/contactus then choose 'Questions about my account or billing' on the drop-down menu. They are the best ones to help you out with that matter.


All the best,
Kariza

Kariza D.
Roku Forum Moderator

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RokuMary-F
Roku Employee
Roku Employee

Re: I have unknown charges on my account

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Hi @dianebertges,

Welcome to the Roku Community!

We recommend that you course this through our Account-Billing Support team at https://support.roku.com/contactus so they may be able to appropriately assist you with this matter. 

As advised by @RokuDanny-R from the post above, we would highly recommend creating a Roku PIN for your account to avoid any further unwanted purchases on your Roku account in the future. For more information about using a Roku PIN, visit our Support page here: How to remove the PIN for your Roku® account | Official Roku Support 

If you need any additional help we’ll follow up to continue assisting you.

Best regards,
Mary

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RokuKariza-D
Roku Employee
Roku Employee

Re: I have unknown charges on my account

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Hello @Mobilekathy

We're sorry to hear about the issue you're experiencing.

For account & billing concerns, it may be more effective to get help from our Billing team. You can contact them here: support.roku.com/contactus then choose 'Questions about my account or billing' on the drop-down menu. They are the best ones to help you out with that matter.


All the best,
Kariza

Kariza D.
Roku Forum Moderator
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Mobilekathy
Level 9

Re: I have unknown charges on my account

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Who do you think I've been talking to for the last 90 minutes?
 
What have they done to fix this? NOTHING.
 
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Strega
Level 17

Re: I have unknown charges on my account

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Do you have a PIN on your account?  If you don't have a PIN, it would be easy for a child to subscribe to a channel.  If you already have a PIN, then the next step might be to just remove your payment method from your Roku account.

Mobilekathy
Level 9

Re: I have unknown charges on my account

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My child is FOUR. 

And the express Roku we have  - unless he puts in an entire email address and navigates to the account screen and then adds a streaming service....which is something a FOUR YEAR OLD cannot do.

It's a little myopic to think that is the problem rather than face the fact that for the SECOND time this year, ROKU has provided someone access to our account.

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RokuDanny-R
Roku Employee
Roku Employee

Re: I have unknown charges on my account

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@Mobilekathy 

Thanks for the post.

As previously stated in this thread, in order to prevent unwanted purchases, it's always best to add a PIN to your Roku account.

For more information about adding a PIN to your Roku account, visit our Support page here: Create or update your account PIN


Thanks,
Danny

Danny R.
Roku Forum Moderator
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dianebertges
Level 7

Re: I have unknown charges on my account

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TODAY YOU CHARGED ME NFL $99.99.  I WANT TO CANCEL IT AND REFUND MONIES TO MY CARD.

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RokuMary-F
Roku Employee
Roku Employee

Re: I have unknown charges on my account

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Hi @dianebertges,

Welcome to the Roku Community!

We recommend that you course this through our Account-Billing Support team at https://support.roku.com/contactus so they may be able to appropriately assist you with this matter. 

As advised by @RokuDanny-R from the post above, we would highly recommend creating a Roku PIN for your account to avoid any further unwanted purchases on your Roku account in the future. For more information about using a Roku PIN, visit our Support page here: How to remove the PIN for your Roku® account | Official Roku Support 

If you need any additional help we’ll follow up to continue assisting you.

Best regards,
Mary

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Ray1185
Level 7

Re: I have unknown charges on my account

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I have the same problem and can't seem to find a way to contact anyone.   How did you get it resolved?

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Hector-Roku
Moderator
Moderator

Re: I have unknown charges on my account

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Hi @Ray1185, we're happy to look into your account and any subscriptions you have to identify what charge you're seeing. Since we will be covering your account information, we will be sending you a private message here on the Roku Community. Please be sure to check your inbox for a message from us so that we can further assist! 

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