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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PennyB96
Level 7

Pending Unauthorized Charge

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I literally just about 2 hours ago was charged over $160+ in my account with different Roku tv channels with a card that I thought I removed from someone else's account. How do I cancel these changes and remove the card information from the account?

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RokuKariza-D
Roku Employee
Roku Employee

Re: Pending Unauthorized Charge

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Hey @PennyB96

Thanks for posting here in the Community.

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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HDMIGuy
Level 11

Re: Pending Unauthorized Charge

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I assume you mean the charges were to your credit card account but were made by someone else on their Roku account.  Do you know the email and password to the other account?  If not you will need to either get the other person to remove your card information from that Roku account or likely cancel that credit card so no additional charges can be made.

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PennyB96
Level 7

Re: Pending Unauthorized Charge

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Yes my card was under another person account and I thought I removed it....I only know the person's email but that person refuses to admit those purchases were made with my card. I really would appreciate getting a refund for these 3 items ....

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HDMIGuy
Level 11

Re: Pending Unauthorized Charge

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I think you need to cancel the card.  If the card remains on the other Roku account then additional charges can be made.  As far as a refund, I would contact Roku.  However Roku will likely not refund the charges since someone actually requested the subscriptions and still has access to those subscriptions.

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RokuKariza-D
Roku Employee
Roku Employee

Re: Pending Unauthorized Charge

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Hey @PennyB96

Thanks for posting here in the Community.

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

View solution in original post

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