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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tamelamaxim
Level 7

Need help canceling product order

I received an email today 5/5/21 at 11:46 am that once again my ROKU remote product order was delayed and it gave me the option of canceling which I tried to do but I got an error msg so I contacted support via chat for help with canceling and they told me they will not honor the email from ROKU I want to cancel as promised and will be very upset if I get charged and will dispute the charge with my bank Can you help me? My email is [personal information] phone is [personal information]

6 Replies
DBDukes
Level 16

Re: Need help canceling product order

Did you try https://support.roku.com/contactus

DBDukes
http://www.dbdukes.com/
Roku Ultra (4660)
Roku Streambar (9102)
Roku Streaming Stick+ (3810)
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RokuKariza-D
Roku Employee
Roku Employee

Re: Need help canceling product order

Hey @tamelamaxim

Thanks for the post! 

It looks like you were in recent contact with our Support team. We would recommend continuing to work with them to resolve the issue you are experiencing as they would best be able to assist you moving forward.

All the best,
Kariza

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GS475869
Level 7

Re: Need help canceling product order

Roku used to be free.  Then they offered a free trial which I didn't see.  I just saw the free about 3 or 4 months ago.  I haven't used it since then.  I refuse to pay.  It was not clear to me what was happening.  They should warn customers before it happens.  I am not paying and I haven't used roku since.

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DBDukes
Level 16

Re: Need help canceling product order


@GS475869 wrote:

Roku used to be free.  Then they offered a free trial which I didn't see.  I just saw the free about 3 or 4 months ago.  I haven't used it since then.  I refuse to pay.  It was not clear to me what was happening.  They should warn customers before it happens.  I am not paying and I haven't used roku since.


What do you mean? Using Roku is free. Some apps -- Netflix, Hulu, etc -- have subscriptions, but using a Roku is free. If anyone told you Roku isn't free, what they told you is not true.

DBDukes
http://www.dbdukes.com/
Roku Ultra (4660)
Roku Streambar (9102)
Roku Streaming Stick+ (3810)
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Burley
Level 7

Re: Need help canceling product order

AM BEING CHARGED FOR CINEMAX AND DID NOT ORDER IT.  I WANT A REFUND FOR 2 MAYBE 3 MONTHS AT Charges on Account?  PLUS CANCEL CINEMAX

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RokuMary-F
Roku Employee
Roku Employee

Re: Need help canceling product order

Hi @Burley,

Thanks for posting in the Roku Community! 
Please be aware that all Roku billed purchases and subscriptions can only be made through Roku player.
In addition, have you verified that you currently do not have any active subscriptions by logging into your Roku account online at my.roku.com and clicking Manage your subscriptions?
1. Go to my.roku.com on your computer or smartphone.
2. If prompted, sign in to your Roku account.
3. Click on Manage your subscriptions.
4. When the “My subscriptions” page loads, you will find all your channel subscriptions that get billed by Roku, along with the terms, status, and renewal date of each subscription. Subscriptions that were purchased directly from the service provider or otherwise purchased outside of the Roku Channel Store will not be listed here.
5. Select Unsubscribe or Renew depending on how you want to manage your subscriptions.
I 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 create or update the PIN for your Roku account
For further assistance with 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 to further assist you.
Regards,
Mary

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