What to do if there is a charge you do not recognize
If you find charges you don’t recognize on your Roku® account or payment method, try the following before contacting Roku.
Confirm the charge is from Roku
On your billing statement, check how the charges appear. All transactions from Roku appear will appear on your statement with “Roku,” “Roku for <Channel Partner>,” or "The Roku Channel."
For example:
- "Roku for Starz"
- “Roku for WarnerMedia Global Digital Services LLC” is HBO Max
- "Roku for AMC Networks" is Shudder
- “Roku for ViacomCBS Streaming” is Paramount+
- "The Roku Channel"
If “Roku,” “Roku for <Channel Partner>,” or "The Roku Channel" is not referenced, it’s not a charge from Roku. For more information about a charge that didn’t come from Roku, contact your bank or card issuer.
Note: some subscriptions are billed directly through streaming service providers (such as Hulu, Netflix, etc.) and not through Roku. For example, if you already have a Netflix account when you set up your Roku device, you can access Netflix on your Roku device but will continue to be billed directly through Netflix. You won’t see charges for these subscriptions in your Roku account and you must reach out to the service provider directly with any billing questions.
You may also see a $1.00 charge – this is from Roku. When you add a new payment method, this temporary authorization may appear on your account and will disappear after a few days, depending on your bank or credit card company. You don’t have to pay this fee.
If you continue to have questions about a charge, contact customer support.
Review your subscriptions and other charges
If there’s a subscription you don’t recognize, it’s a good idea to review your purchase history to determine what the charge could be, such as:
A charge from a free trial for a premium streaming subscription service that you didn’t cancel. Free streaming subscription trials automatically turn into paid subscriptions that are billed on a recurring basis. To avoid being charged for a subscription, you must cancel your subscription on or before the last day of the free trial period. If the charge is for a subscription that you no longer want, you can cancel the subscription to prevent future charges.
You have multiple Roku devices and multiple Roku accounts and have signed up for subscriptions on each of the different devices. If so, you may be getting charged twice. If you’re going to share subscriptions across Roku devices, you must use the same Roku account to sign up for services. To determine what email you’re using with each Roku device, you can verify your email.
A family member or roommate who shares your Roku device made a purchase without your knowledge. If you share your Roku device with others, you may want to create a PIN to protect against unauthorized purchases in the future.
Check whether you have multiple Roku accounts
If you can't find the charge in your purchase history, it’s possible that you have more than one Roku account and have made the purchase or signed up for the subscription through a different Roku account. If so, you may not realize you're getting charged for a subscription or you may be getting charged twice for the same subscription.
If you’re going to share subscriptions across Roku devices, Roku recommends using the same Roku account to sign up for services. To determine what Roku account you’re using with each Roku device, verify the email that you used to set it up the device.
To keep your charges and subscriptions organized in one place, Roku recommends that you use 1 Roku account to set up all your devices.
If you still don’t recognize the charge
If you still don't recognize the charge after reviewing it, contact customer support. If the charge isn't from Roku, contact your bank or credit card company.