Account, payments & subscriptions

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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Jeremiah-Roku
Retired Employee

Account, Payments, and Subscriptions FAQ Corner

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Hey There! Smiley Very Happy

If you have questions about your Roku account, payments, subscriptions and more - you've come to the right place.

Create a PIN:

  • A PIN is your personal identification number. If you share your Roku device with others - think family members, friends, roommates, etc. - you can limit who can make purchases by creating a purchase PIN. Once your PIN has been created, it must be entered to authorize a transaction with the Roku Channel Store.
  • Learn how to create a PIN in this support.roku.com help video:

Adding a Roku device to a new or existing account:

  • Activating a new streaming player or Roku TV onto an existing Roku account will add all of the same channels across all devices.
  • Activating a new streaming player or Roku TV onto a new account will allow for separate channel setups (ex: Two accounts, same household: One account for the Living Room, another for Guest or Kids Room)
  • For more in-depth info, check out the following Roku Support pages:

Managing your subscriptions:

  • Cancel a subscription
  • Renew a subscription
  • Please note: Subscriptions purchased directly from a service provider or otherwise purchased outside the Channel store or The Roku Channel will not appear on the Subscriptions page.

View your purchase history:

  • Your purchase history displays invoices billed by Roku. Each invoice includes a description, date of the invoice, total price, etc.
  • Follow these steps to view your purchase history:                    
    • Go to my.roku.com on your computer or smartphone
    • If prompted, sign in to your Roku account.
    • Scroll down and select View your purchase history
      • Select Content or Products to navigate invoice categories
      • Click or tap the Details button for more information on an invoice
    • Please note: Invoices billed directly by a service provider (Netflix, Sling TV etc) will not appear in your Roku account purchase history. Contact the service provider for more information.

Roku Pay:

  • Roku Pay lets you make purchases directly from your Roku streaming device.
    • If you added a payment method while activating your device, you can use Roku Pay right away.
    • Otherwise, you can add a payment method to get started
    • Adding or changing your payment method will not result in charges to your account UNLESS you have taken additional steps (ex: signing up for a subscription)
  • Not all channels can be billed through Roku Pay.
  • When a free trial ends, that service is converted into a regular subscription and you are billed on a recurring basis.

Finally, take some time to read through The Roku Channel Terms of Use and Roku Account Terms

Happy Streaming!
Jeremiah-Roku
1 Solution

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RokuKariza-D
Roku Employee
Roku Employee

Re: Account, Payments, and Subscriptions FAQ Corner

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Hey @rmhazlett82

Thanks for the post.

For account & billing concerns, it may be more effective to get help from our Billing team. You can contact them here: support.roku.com/contactus then choose 'Questions about my account or billing' on the drop-down menu. They are the best ones to help you out with that matter.


All the best,
Kariza

Kariza D.
Roku Forum Moderator

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49 REPLIES 49
raimisp2
Level 7

Re: Account, Payments, and Subscriptions FAQ Corner

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I have never used Showtime; why do you charge me. I need compensation for these payments.

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RokuKariza-D
Roku Employee
Roku Employee

Re: Account, Payments, and Subscriptions FAQ Corner

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Hello @raimisp2

Thanks for the post.

For account & billing concerns, it may be more effective to get help from our Billing team. You can contact them here: support.roku.com/contactus then choose 'Questions about my account or billing' on the drop-down menu. They are the best ones to help you out with that matter.


All the best,
Kariza

Kariza D.
Roku Forum Moderator
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LLRC
Level 7

Re: Account, Payments, and Subscriptions FAQ Corner

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How do i pay annually for a channel to avoid any extra erroneous charges?

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RokuMary-F
Roku Employee
Roku Employee

Re: Account, Payments, and Subscriptions FAQ Corner

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Hi @LLRC,

Welcome to the Roku Community!

Some service providers such as Sundance Now and Acorn TV allow you to upgrade or change your subscription plan from your Roku streaming device within settings, account, or similar menu. You can follow the on-screen prompts in a channel's plan selection screen to upgrade or downgrade your subscription.

Note: If a channel does not show a plan selection screen, the provider has not enabled this feature within their channel.

If you upgrade, your new subscription plan begins right away and your new billing cycle starts when you purchase the upgrade. Roku will also apply a pro-rated credit to your upgrade payment based on the time remaining on your current plan.

If you downgrade, your new subscription starts at end of your current billing cycle. You will maintain your current level of access and start your new billing cycle after your current plan expires.

Whether or not you change your subscription plan, you can see a detailed breakdown of pro-rated credits and charges in your purchase history

I hope this helps! I'll be here if you need anything else.

Regards,
Mary

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ScottR1
Level 7

Re: Account, Payments, and Subscriptions FAQ Corner

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Hello,

I purchased a Roku device which am have been using it successfully with a T.V. 

It connects to the internet over Wifi and I use Spectrum as my internet provider which I pay for.

I watch Amazon Prime as I have an Amazon Prime account that I pay for, and HBO as I have an HBO account that I pay for.

I pay for a Roku account, but don't understand what I am getting the for the $14.99 a month that I am paying. Do I need to pay a fee simply to use the device?

Can I use the device without paying the monthly fee? 

Thank you for your help with this.

Scott

RokuMary-F
Roku Employee
Roku Employee

Re: Account, Payments, and Subscriptions FAQ Corner

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Hi @ScottR1,

Thanks for reaching out to the Roku community and we appreciate you as our valued customer.

First, please be aware that all transactions from Roku appear with the company name ("Roku") in credit card and bank statements.
Secondly, have you verified that you currently do not have any active subscriptions by logging into your Roku account online at my.roku.com and clicking Manage your subscriptions?
1. Go to my.roku.com on your computer or smartphone.
2. If prompted, sign in to your Roku account.
3. Click on Manage your subscriptions.
4. When the “My subscriptions” page loads, you will find all your channel subscriptions that get billed by Roku, along with the terms, status, and renewal date of each subscription. Subscriptions that were purchased directly from the service provider or otherwise purchased outside of the Roku Channel Store will not be listed here.
5. Select Unsubscribe or Renew depending on how you want to manage your subscriptions.
I would highly recommend creating a Roku PIN for your account to avoid any further unwanted purchases on your Roku account in the future. For more information about using a Roku PIN, visit our Support page here: How do I create or update the PIN for my Roku account?
For further assistance with 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.
Let me know if you have any other questions, and have a good day!
Best regards,
Mary

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rmhazlett82
Level 7

Re: Account, Payments, and Subscriptions FAQ Corner

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I bought HBOMAX via roku pay and it was already logged in with someone elses email. I put in a pin before I purchased. How is this still happening especially with credit card info stored. My email is rmhazlett82@gmail.com 

I received the email confirmation that I paid $16 but its logged into another users account and sent them an email to verify and change info. Please fix this and let me know once completed. This is ridiculous. 

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RokuKariza-D
Roku Employee
Roku Employee

Re: Account, Payments, and Subscriptions FAQ Corner

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Hey @rmhazlett82

Thanks for the post.

For account & billing concerns, it may be more effective to get help from our Billing team. You can contact them here: support.roku.com/contactus then choose 'Questions about my account or billing' on the drop-down menu. They are the best ones to help you out with that matter.


All the best,
Kariza

Kariza D.
Roku Forum Moderator
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elmothegreat
Level 7

Re: Account, Payments, and Subscriptions FAQ Corner

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This is [personal information removed] and I was billed $65.95 two days ago for subscription to Hulu.  I had a 7 day free trial & went into my account and cancelled Hulu, however you billed me anyway.  I need a credit to my account for the $65.95. 

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