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: 
smellsworth
Level 7

how to stop a subscription under an unauthorized email

Jump to solution

I bought a tv with Roku put in my credit card info. 

The memory was not reset so there was an unauthorized email under a subscription.  I removed the email with a factory reset.  Now how do I cancel the subscription, because when I go in under my account it says I did not order it?

0 Kudos
1 Solution

Accepted Solutions
RokuDanny-R
Roku Employee
Roku Employee

Re: how to stop a subscription under an unauthorized email

Jump to solution

@harolddupra6969 

Thanks for the post.

For 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.


Thanks,
Danny

Danny R.
Roku Forum Moderator

View solution in original post

0 Kudos
10 REPLIES 10\
Strega
Level 15

Re: how to stop a subscription under an unauthorized email

Jump to solution

You said in other posts that you bought this from your daughter and it was already signed into her account so I assume that's where the subscription is.

0 Kudos
smellsworth
Level 7

Re: how to stop a subscription under an unauthorized email

Jump to solution

No spoke with my daughter she has no idea who zombieguyeat@yahoo.com is?

0 Kudos
Strega
Level 15

Re: how to stop a subscription under an unauthorized email

Jump to solution

That sounds more like someone called someone on the phone to set up their Roku.  (ie: got scammed.)

That email address sounded familiar so  i searched and it looks like you or your daughter found the same scammer that got this person:

https://community.roku.com/t5/Accounts-Billing-Orders/Unauthorized-email-on-my-roku-tv/m-p/629961#M8...

0 Kudos
RokuDanny-R
Roku Employee
Roku Employee

Re: how to stop a subscription under an unauthorized email

Jump to solution

@smellsworth 

Thanks for the posts.

We would recommend contacting your card provider to dispute the charges and explain to them the issue you are experiencing as you will not have access to the account that you have made subscription charges to.


Thanks,
Danny

Danny R.
Roku Forum Moderator
0 Kudos
smellsworth
Level 7

Re: how to stop a subscription under an unauthorized email

Jump to solution

Yes, Thank you, Danny, I already contacted the credit card company and they are going to refund the money for this month.  However, it is a reoccurring charge.  Hope I do not need to do this every month. 

Hopefully, because I did a factory reset and set up a new account the reoccurring charge will stop. Do you know if it will?

Worse case it I need to cancel credit card, but don't you think there should be a way for billing to stop this because I have the email?  Have you had any other person refer to that email?

Sharon 

0 Kudos
RokuDanny-R
Roku Employee
Roku Employee

Re: how to stop a subscription under an unauthorized email

Jump to solution

@smellsworth 

Thanks for the update.

Please be aware that factory reseting will not stop the reoccurring charge as your card is subscribed to the account itself.

In this specific case, you may need to cancel your credit card in order to avoid continually being charged as you do not have access to that Roku account.


Thanks,
Danny

Danny R.
Roku Forum Moderator
0 Kudos
smellsworth
Level 7

Re: how to stop a subscription under an unauthorized email

Jump to solution

Thank you for the reply, but I am having a hard time accepting that answer.   

Someone in billing is charging my account and someone in billing can cancel it.  This is not acceptable to me.   At this time I would have a very hard time recommending Roku to anyone.  If Roku want to expand they need to fix the  billing problems.  

I am not alone.  

Sharon 

0 Kudos
harolddupra6969
Level 7

Re: how to stop a subscription under an unauthorized email

Jump to solution

u have billed me twice in one month i want it all stopped right now

0 Kudos
RokuDanny-R
Roku Employee
Roku Employee

Re: how to stop a subscription under an unauthorized email

Jump to solution

@harolddupra6969 

Thanks for the post.

For 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.


Thanks,
Danny

Danny R.
Roku Forum Moderator

View solution in original post

0 Kudos