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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Kitty4
Level 7

Ordered a ROKU, no confirmation nor info on my account

I purchased a roku last night, i didn't receive  a confirmation email (there is nothing in spam), the money was debit from my bank account, but when I search on my account on the website, I found the order as processing and if I click on it I see the following message:

Sorry, page not found

The requested URL /404 was not found on this server.

 

I need an update about my purchase and I don't know where to ask for it.

14 REPLIES 14\
RokuMary-F
Roku Employee
Roku Employee

Re: Ordered a ROKU, no confirmation nor info on my account

Hi @Kitty4,

We appreciate you reaching out to us. 

For order-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

papascapas
Level 7

Re: Ordered a ROKU, no confirmation nor info on my account

The ROKU website needs some serious maintenance. There is no 800 number, or direct email support. I used the "Contact Customer Support" page as you suggested (I am also having problems with ordering a ROKU; not receiving any confirmation), but when I push the "submit support request" button the page throws an error "There was an error submitting your request. Please try again." Smiley Sad Why is the ROKU website so broken. 

Why do we have to jump through loops just to contact customer support? I am very dissatisfied. 

RokuMary-F
Roku Employee
Roku Employee

Re: Ordered a ROKU, no confirmation nor info on my account

Hi @papascapas,

Thank you for reporting this issue to Roku Community!

We sincerely appreciate your patience and we are working on ways to better improve this process. 

I have passed along your information to our Support team. They will follow up and assist you.
Please let us know if there's anything else we can help you with.

Regards,
Mary

0 Kudos
l-amador
Level 8

Re: Ordered a ROKU, no confirmation nor info on my account

It seems as though ROKU is a scam! I have not had any luck finding customer support and I ordered a soundbar but cannot see any updates on the tracking. I have my order number, luckily, but when I put it in the system, it says it cannot be found!!!

RokuMary-F
Roku Employee
Roku Employee

Re: Ordered a ROKU, no confirmation nor info on my account

Hi @l-amador,

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

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. 

We appreciate your patience with this issue.

Regards,
Mary

chuckk1
Level 7

Re: Ordered a ROKU, no confirmation nor info on my account

I'm having the same problem... can not submit request for order status. Please contact your support team and pass on the following: Order number:  

104197029, placed on 29 Nov. Roku billed me on 29 Nov. My acct shows I did not make a purchase. Please send an update to  [personal information removed]

0 Kudos
RokuMary-F
Roku Employee
Roku Employee

Re: Ordered a ROKU, no confirmation nor info on my account

Hi @chuckk1,

Thanks for posting in the Roku Community!

We appreciate your patience regarding this matter. I understand that you are unable to check your order status and to send a support request to our Roku email team. Not to worry, I have passed along your information to our Support team. They will follow up and assist you.

Keep us posted from there if you need additional help.

 

Regards,
Mary

0 Kudos
dnwiiggins
Level 8

Re: Ordered a ROKU, no confirmation nor info on my account

same thing just happened to me, they billed me but i have not received a confirmation of my order. This is terrible.

0 Kudos
dnwiiggins
Level 8

Re: Ordered a ROKU, no confirmation nor info on my account

The same thing happened to me. Did you ever get a confirmation on your order?

0 Kudos