Account, payments & subscriptions

[aaroncs]

I recently purchased a streaming stick 4K and require the HDMI extender to attach it to my TV.  When I go to the form to request one, it will not accept a Canadian postal code.  When I select "Canada" it changes from "zip code" to "postal code" but when entering the postal code it says anything but a 5-digit number is invalid.  Since this is the mailing address it needs to be correct to get it delivered.

Thanks

[RokuReynan-L]

Hi, @aaroncs.

Welcome to the Roku Community!

We understand that you're having an issue with entering your postal code. We'd like to know more about this.

Have you tried verifying your postal code? Have you also tried using another device?

We'll wait for your response.

Regards,
Reynan

[aaroncs]

Here is a screen capture.  I have tried on my phone (Chrome) and my PC (both Chrome and Edge) and the result is always the same. As soon as I enter a letter in the postal code field of the form in comes up with the red error message.  If I enter the entire postal code the message remains and when I attempt to "Continue" it puts me back to the Postal Code field expecting me to fix it.  I have tried with and without a space, but it makes no difference as the only valid entry appears to be five numbers (i.e. a US zip code).  The form appears to have an error in its data validation. You should be able to easily reproduce the issue by selecting Canada in the country drop-down and trying to enter a postal code (which is of the form X1X 1X1).

This is rather frustrating as I cannot use the Roku on its intended TV until I get the extender and I can't order the extender without this form accepting my postal code.

[RokuReynan-L]

Hi, @aaroncs.

Thanks for getting back to us! 

Kindly please check your inbox. We'll be sending you a private message for further assistance. 

We'll wait for your response.

Regards,
Reynan

[karas]

I'm having the same issue with postal code

i have tried CAPS no caps, spaces and no spaces.  Nothing works

[SevenX8]

I’m having the same issue would you mind sending me an email too?

[tdg161]

Also in Canada with the same issue. Please send me an email as well

[RokuReynan-L]

Hi, Community Users.

Greetings from the Roku Community!

We appreciate you letting us know about having an issue entering your postal code. Kindly check your inbox. We'll be sending you a private message for further assistance. 

We'll wait for your response.

Regards,
Reynan

[gspart]

I have pretty much the same issue. Just purchased the Steaming Stick 4K and trying to order my (free) HDMI extender cable _but_ website will not accept entering my Canadian address Postal Code (not accepted). I've chosen my country of Canada, my Province and my City but website will _not_ accept my correct Postal Code.  Spent 30 mins on ROKU "chat" and 20 mins on phone with "support" but no luck.  All I want is to order a simple cable and even "support" can order it for me.  Should be an easy thing...right?  Obviously not.

[makaiguy]

@gspart -

There's nothing special about the Roku HDMI extension, it's just a short (4 inches or so) HDMI cord with an HDMI plug at one end and an HDMI socket at the other. I use a non-Roku one several feet long to locate my Streaming Stick in an equipment closet on the other side of the wall from my TV. You may be able to find an HDMI extension locally much faster than having to deal with Roku on this.