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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pastormarkbryan
Level 7

There is a charge on my credit card that should not be there

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I went to subscriptions and this charge is not there but it is on my credit card.  What do I do?

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RokuKariza-D
Roku Employee
Roku Employee

Re: There is a charge on my credit card that should not be there

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Hey @pastormarkbryan

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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makaiguy
Community Streaming Expert

Re: There is a charge on my credit card that should not be there

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Scammers can call their charges anything they like.  If a charge says it's from Roku, that does not necessarily mean it actually came from Roku.

Verify that you are checking the Roku account connected to the email address shown via Settings - System - About.  If there are no subscriptions or charges shown on that account, then protest them with the financial institution through which you are being charged.  They can trace them back to their actual origin.

Roku Community Streaming Expert
I am not a Roku employee, only a user like you.  Do not ask me support questions via private message -- post them publicly to the Community where others may benefit as well.

If this post solves your problem please help others find this answer by clicking "Accept as Solution.". Please only do this if it ACTUALLY solves your problem.

Streaming Stick 4K+ 3821 | Streaming Stick+ 3810 | TCL Roku TV 43S245/C107X | Streaming Stick 3600
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RokuKariza-D
Roku Employee
Roku Employee

Re: There is a charge on my credit card that should not be there

Jump to solution

Hey @pastormarkbryan

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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Meierhoff
Level 7

Re: There is a charge on my credit card that should not be there

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I am having the same issue this morning and I've done what you recommend but there are no charges showing up. And it won't let me talk to anyone to figure out what's going on.

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RokuMary-F
Roku Employee
Roku Employee

Re: There is a charge on my credit card that should not be there

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Hi @Meierhoff,

Thanks for posting in the Roku Community! 

Please note that if a charge does not reference Roku in its details, it is not a charge from Roku. Please contact the company that initiated the charge, your credit card company, or your bank for more information on the charge.

In addition, if you can't find the charge in your purchase history, it is possible you have multiple Roku accounts. To check whether you have multiple accounts, verify the email associated with your Roku device is correct by going to Settings > System > About. If you have multiple Roku devices, be sure to check all of them to confirm they are linked to the same account.
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.
Let me know if you have any other questions, and have a good day!
Thanks,
Mary

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