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mglas
Reel Rookie

No Login possible with my Email

I created an account to try out the 7-day free trial (not this account). Roku debited one euro from my PayPal account and then canceled this transaction. Since I ultimately decided not to take advantage of the offer, I wanted to delete my account or cancel the subscription before it became payable. I was kicked out of my account and had to sing in again. This did not work. Resetting my password didn't work either. I also did not receive any confirmation e-mail from Roku when I created the account. The only thing I have is the E-Mail from Paypal about the transaction. I have now created a second account to raise this issue. I would like to cancel the subscription, but I can't get into my account to do so. What should I do?

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6 REPLIES 6
JWS9518
Streaming Star

Re: No Login possible with my Email

You are saying the transaction was cancelled.  It sounds like that they determined the account, and payment was not a valid one.  You can reach out to customer support on the support page and see if they can assist, but it sounds like the transaction never went through.  Were you able to view the free trial?

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mglas
Reel Rookie

Re: No Login possible with my Email

Hallo, 

no it wasn't cancelled in to classic way. They use the 1 USD to confirm the PayPal account I guess. So I think I will be charged the monthly price in 1 week, when the free trial is over. 

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mglas
Reel Rookie

Re: No Login possible with my Email

Is there a way to email the support? For I don't have an US mobile number it's quite expensive for me to call the support centre 

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JWS9518
Streaming Star

Re: No Login possible with my Email

Yes, the 1-dollar charge is a temporary/test charge...were you able to view the trial period?

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Strega2
Roku Guru

Re: No Login possible with my Email

I'm not quite able to follow this. You seem to be saying you created a Roku account to try a 7-day trial, of... Roku. ?? But I've never heard of a 7-day trial to Roku, because Roku has no inherent fee to use anyway.

When you start up a Roku, it is connected to a Roku account.

I'm wondering if you now have 3 Roku accounts? The one set up when you bought the Roku. The one you thought you needed to create to add a free trial. And the one you just created?

The fact that you received no email regarding the second one makes me think you just gave it the wrong email address.

Banned but back. Because why not?
RokuJharra-Q
Community Moderator
Community Moderator

Re: No Login possible with my Email

Hi @mglas, welcome to the Roku Community!

Thank you for sharing your subscription concern on your Roku device. I'm here to assist you.

If you have a free trial, please note that it will automatically renew unless you cancel it. To cancel your subscription, follow these steps:

1. Highlight the app.
2. Press the Star * button on your remote.
3. Select Manage Subscription.
4. Select Turn off auto-renew to cancel.

If you require assistance with removing your other account, we invite you to explore our Roku support options for further guidance.

Hope this helps!

Best,
The Roku Community Team

Jharra Q.
Roku Community Moderator
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