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.
cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
Level 7

Why was my Roku device Order cancelled?

Jump to solution

I ordered a Streaming Stick + on the 28th of June. On the 29th I received an email telling me that a refund had been initiated. My order says it is cancelled.

Why am I not allowed to order a streaming stick plus?

Order No: 102395340

I did send a message to Customer Service, but I received no acknowledgement or response in 24 hours, so I am unsure if it actually went through.

0 Kudos
1 Solution

Accepted Solutions
Roku Employee
Roku Employee

Re: Why was my Roku device Order cancelled?

Jump to solution

@nexist418 

Thanks for the post.

Please be aware that there may be a delay in response time from our Support team during this period. Please be patient as our Support team is doing their best to reach out to every customer that is experiencing an issue.

If you have not heard back from our Support team within 1-2 business days, please feel free to send me a PM and I will be able to assist you further.


Thanks,
Danny

Danny R.
Roku Forum Moderator

View solution in original post

0 Kudos
8 Replies
Roku Employee
Roku Employee

Re: Why was my Roku device Order cancelled?

Jump to solution

@nexist418 

Thanks for the post.

Please be aware that there may be a delay in response time from our Support team during this period. Please be patient as our Support team is doing their best to reach out to every customer that is experiencing an issue.

If you have not heard back from our Support team within 1-2 business days, please feel free to send me a PM and I will be able to assist you further.


Thanks,
Danny

Danny R.
Roku Forum Moderator

View solution in original post

0 Kudos
Level 7

Re: Why was my Roku device Order cancelled?

Jump to solution

I would like to know why my order was canceled? I did not have any problem with billing. My order number is 102407107

0 Kudos
Level 7

Re: Why was my Roku device Order cancelled?

Jump to solution

I Would direct message RokuDanny-R if you haven't heard back in a week.

I never found out why I was canceled, but I was told to reorder and the second one did arrive.

0 Kudos
Level 7

Re: Why was my Roku device Order cancelled?

Jump to solution

Perfect, thanks!

0 Kudos
Roku Employee
Roku Employee

Re: Why was my Roku device Order cancelled?

Jump to solution

@Juande0313 

Thanks for the inquiry.

For account, billing or 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 further assist you.


Thanks,
Danny

Danny R.
Roku Forum Moderator
0 Kudos
Level 7

Re: Why was my Roku device Order cancelled?

Jump to solution

I faced the same issue! I was told the first time that you had no idea why my order was cancelled!! You asked me to place the order again which I did. The same thing happened!! Roku sent an email saying my refund was being processed! I again sent an email to the support team and have not got any reply after 4 days!! 

Moreover your promotion ends tomorrow! 

Ticket Nr 3856642

Can you help and ensure that my order is shipped- with the special promotion price!

Thanks

Bilimoria

0 Kudos
Level 7

Re: Why was my Roku device Order cancelled?

Jump to solution

I am experiencing the same thing, they keep telling me they're unsure and to reorder. 

0 Kudos
Roku Employee
Roku Employee

Re: Why was my Roku device Order cancelled?

Jump to solution

@billyavi @dani250 

Thanks for the posts.

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.


Thanks,
Danny

Danny R.
Roku Forum Moderator
0 Kudos