What to do if you have a charge you do not recognize

Background

When creating a new Roku account, you are required to provide a payment method. The payment method allows you to purchase subscriptions to popular channels, rent or buy movies and TV shows, or make other purchases from the Roku Channel Store.

If you have a charge on your credit card or PayPal account from Roku that you do not recognize there are steps you can take to identify that charge.

Step 1: Review your purchase history

Charges to your Roku account for content and services accessed from your Roku® streaming device will appear in your Roku account purchase history. Any charge to the payment method associated with your Roku account will be accompanied by an invoice.   

To find an invoice in your purchase history related to a charge:

  1. Go to my.roku.com on your computer or smartphone.
  2. If prompted, sign in to your Roku account.
  3. Scroll down to “View your purchase history” on your My account page.
  4. Try to find the invoice closest to the date of the charge on your credit card or PayPal account and look for a charge that matches the charge amount. The date of the charge as shown on your credit card or PayPal statement may be one or two days after the date shown in your purchase history.
  5. The invoice will indicate what the charge was for.

Get help signing into your Roku account if you have forgotten your password or no longer have access to your email address.

Step 2: Confirm the charge is not an “authorization hold” or a “pending charge”.

Some financial institutions show “authorization holds” or “pending charges” when you view your account using online banking. These don’t necessarily impact your account balance.

  • Zero-dollar authorization holds – These are $0.00 charges that test if your payment method is valid. Roku checks to see if you have a valid payment method on file when you add a payment method to your Roku account or sign up for a free trial of a subscription-based channel.
  • Non-zero-dollar authorization holds or “pending charges”. These occur when Roku or a service provider (that bills you through your Roku account) is not yet requesting that a payment be made, but wants to ensure your account has the funds for payment and to hold those funds for payment. For example, if you have a subscription that renews the 15th of every month for $7.99, an authorization hold for that amount may occur on the 12 The funds are then held (decreasing your available credit limit) and if the subscription is still active on the 15th the service provider requests the charge be finalized and collects the $7.99.

Step 3: Confirm your purchase authorization settings and verify the charge wasn’t made by someone else in your household.

Often Roku players and TVs are used by the entire household, including visiting friends and guests. Roku recommends that you set a Personal Identification Number (PIN) on your Roku account to control channel additions and purchases. Learn more about managing your account with a PIN.

Step 4: If you have more than one Roku account, check all your Roku accounts.

Many households have multiple Roku devices. Most use the same account, but if you have more than one Roku account, be sure to view the purchase history for each account.

Was this article helpful?
21 out of 146 found this helpful
Have more questions? Submit a request