What is Roku’s support policy?
At Roku®, we sincerely value your business and aim to make your streaming, audio, and smart home experience an exceptional one. Should you ever encounter an issue that leads to a less-than-ideal experience while using a Roku product or service, you can rely on our support resources to help you out. For any issue, we recommend you start by visiting the Roku support website to search our extensive knowledge base of comprehensive and up-to-date articles and videos, or head over to the Roku Community to browse the latest topics and connect with other users.
For customers of eligible products, you can also request agent-assisted help to find answers to questions you may have or resolve issues you may encounter.
- IMPORTANT: Roku does not charge an activation fee or charge for support. There is NEVER a charge to create a Roku account.
Which products are eligible for agent-assisted help?
To help determine if your Roku product is eligible for agent-assisted support, you need to know the model number. You can find this information on the original packaging or the physical product. For Roku streaming devices, you can also go to the Home screen and select Settings > System > About.
At the bottom of every article on the support website, you can find a "Check support options" link where you can request agent-assisted help for the eligible Roku products listed below.
= Product is eligible for agent-assisted support
= Product is not eligible for agent-assisted support
| Product | Models | Eligible for agent-assisted support |
|---|---|---|
| Smart home devices | ||
| Audio devices | ||
| Streaming devices | ||
| Roku-branded TV | all models |
|
Roku TV™
|
all models |
|
| Roku Streaming Stick® | 3600, 3800 |
|
| Roku Streaming Stick+ | 3810, 3811 |
|
| Roku Streaming Stick 4K | 3820 |
|
| Roku Streaming Stick 4K+ | 3821 |
|
| Roku Ultra | 4640, 4660, 4661, 4670, 4800, 4802 |
|
| Roku Ultra LT | 4662, 4801 |
|
| Roku Streaming Stick | 3400, 3420, 3500 |
|
| Roku Express | 3700, 3900, 3930, 3931, 3932, 3960 |
|
| Roku Express+ | 3710, 3910 |
|
| Roku Express 4K | 3940 |
|
| Roku Express 4K+ | 3941 |
|
| Roku Premiere | 3920, 4620 |
|
| Roku Premiere+ | 3921, 4630 |
|
| Roku 1 | 2710 |
|
| Roku 2 | 2720, 3000, 3050, 3100, 4205, 4210 |
|
| Roku 3 | 4200, 4205, 4220, 4230 |
|
| Roku 4 | 4400 |
|
| Roku HD | N1000, N1100, N1101, 2000C, 2500 |
|
| Roku XD | 2050, 2600, 2650 |
|
| Roku XDS | N1050, 2100 |
|
| Roku LT | 2400, 2450, 2700 |
|
Where do I find answers on the Roku support website?
The collection of articles and videos at support.roku.com contains a variety of information including answers to frequently asked account and billing questions, tutorials about using popular features, and technical troubleshooting steps for device setup and streaming. Resources are available in distinct categories to help you find the information you are looking for easier.
Remember, you can also visit the Roku Community, where you can check out the latest topics, search recent discussions others are talking about, and ask questions about your favorite topics. Members of the Roku support team also monitor posts and publish solutions to common problems.
Warranty and returns
Roku Smart Home devices, Roku streaming players, and Roku audio devices include a limited warranty against defects in materials and workmanship under normal use for a period of one (1) year from the date of purchase. To learn more, you can read the detailed article about warranties and End User License Agreements.
Roku also offers a 30-day money back guarantee for Roku devices purchased online at roku.com. To find out more about the return process, read the step by step instructions for returns and warranty replacements. If you purchased your Roku device from another retailer, contact the place of purchase to learn more about their return policy.