Remotes

[4350Linda]

I need help with my remote.

[4350Linda]

My remote stopped working.

[RokuJharra-Q · Accepted solution]

Hi, @4350Linda Welcome to the Roku Community!

We understand that you're having an issue with your Roku remote, and we'd like to know more about it. Could you please provide the following information so that we can better assist you? 

Firstly, could you please let us know what specific remote is this? Here's how to help you Identify your Roku remote. 

• Is this the remote that came with your Roku device, or was this purchased separately?
• Were you able to pair this remote the first time you activated this device?
• When did it start having problems pairing?
• Are there any lights on your remote or device when you try to press random buttons or the pairing button?

We also recommend following our troubleshooting steps to assist you in resolving these remote issues:

Restart your streaming device to enter pairing mode:

Use the following steps to restart your streaming device.

1. Remove the power cord from your streaming device
2. Wait at least 5 seconds
3. Re-connect the power cord

Once you see the Home screen, follow the steps in the next section to put your voice remote into pairing mode and complete the pairing process with your streaming device.
If your voice remote has a pairing button, it will be located either on the back of the remote or under the battery cover.
Press and hold the pairing button for 5 seconds, or until you see the status light begin to flash, to put your voice remote into pairing mode.

• Note: If your remote does not have a pairing button, use the steps in the next section instead.

If your voice remote does not have a pairing button, press and hold the Back and Home buttons for 5 seconds, or until you see the status light begin to flash.

In addition, if you have already tried to pair your remote and streaming device again, visit the article with detailed instructions on how to fix issues with your Roku voice remote.

This should resolve the issue you are experiencing; however, if it is still unresolved, please reply, and we will be able to assist you further.

Thanks,
Jharra

[bisdj264]

you charged me twice for the same app.  Retro reels.  

[JWS9518]

@bisdj264 

You can go to the support contact us page, select Account/payments & subscriptions, Question about a charge...the page may directly offer the option or if it says something about no purchases associated, click on contact us for further support and you should be able to get a chat or phone option to talk to Roku CS.

[RokuJharra-Q]

Thank you for your post, @bisdj264!

We appreciate your inquiry. As @JWS9518 mentioned, we recommend contacting our Roku support team for assistance.

You can visit the Roku Contact Us page in the support section, select "Account/Payments & Subscriptions," and then choose "Question About a Charge." This should provide you with options to chat or speak directly with a Roku customer service representative.

Thank you for your understanding!

Best,
Jharra