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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Level 7

Two charges on account

I have had two charges to my bank in the month of Novemeber. One for $9.99 that says it is from the roku channel and another for $19.99 that says it is from roku from philo. I have not tried making a purchase or signing up for a free trial. I see on comments that the reasoning is that it is a hold until my card will be charge the full amount or something like that when once again I haven't tried or purchased anything! There is no philo account with my information so I cannot cancel it because I can't even get onto the account. I have looked everywhere on the roku website and it shows I have no subscriptions to be managed or have any recent purchases. I try to find some way for someone to help and it keeps kicking me off. I have no clue as to why I was also charged the $9.99 for the roku channel! I want my stolen money back! I did not authorize anything!

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2 Replies
Level 21

Re: Please help!

Call your credit card company.  It's probably a scam.  Roku won't help you if your account doesn't show any charges or subscriptions.

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Roku Employee
Roku Employee

Re: Two charges on account

@Nadorozny13 

Thanks for the inquiry.

Is it possible that you have another Roku account that you are being charged for a subscription?

We've seen multiple times that a customer claims they don't see any subscriptions on their Roku account and didn't realize they signed up for another Roku account and had subscribed to a channel.

If you are sure that you do not have another Roku account and have subscriptions, we would recommend following what @renojim has mentioned.

Please keep us posted.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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