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8162728106 - Roku Customer Support Line

HOOPS Monday - Sunday 4:00 AM - 10:00 PM PST

OPENING

VERIFIED

Hi (customer name), thank you for contacting Roku! My name is and I'll be happy to help you today. Please give me just a moment to review your account so I can best assist you.

Thanks for providing your name and email address, please give me just a moment while I look up your account.

UNVERIFIED

Thanks for providing your name and email address. I just need a couple more details so I can review your account: Your billing zip code And the last four digits of the payment method on file

I don't see an account under that email address. Can you please provide the name & email address of your Roku account?

FOR NON-ACCOUNT OWNER

(If not the customer of record:) Thanks for that information. Since I'm not speaking with the account owner, please know there are only certain actions you may take on the account.

Unfortunately, I was unable to verify your account with the details provided. To move forward with your request, I'll need to speak with the account owner. We recommend having them contact us directly and reference this ticket.

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EMPATHY/ACKNOWLEDGEMENT

Thanks for bringing this issue to our attention. I can understand how that would be difficult.

Thanks for getting in touch about this, I'm sorry you've had to deal with this.

I'm sorry to hear this is happening! But don't worry, I'm commited to finding a solution that works for you.

I know how frustrating it can feel when something like this happens. I'll work with you to make sure we find a solution today.

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PROBING QUESTIONS

Can you walk me through your {{Attributes.Missing_Info}} issue? Can you describe what happened before that error? Can you please describe the error you're seeing?

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HOLD

Could you please give me 2 minutes while I check this information and get back to you?

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CANCELLING SUBSCRIPTION

I have successfully cancelled your subscription to [channel name] and you will be able to continue to access the subscription until [valid through date].

To cancel your subscription using your Roku device, please use the following steps:

Navigate to and highlight the channel Press the star (*) button on your Roku remote Select "Manage subscription" Turn off auto-renew To cancel your subscription online, please use the following steps:

Go to https://my.roku.com/subscriptions, and sign-in with your Roku account credentials Select "Manage subscription" to the right of the subscription you want to cancel Select "Turn off auto-renew" then select "Confirm changes”

LOCATING ESN/SERIAL NUMBER

Here’s where you can locate your Roku device serial number:

Press Home on your Roku remote Scroll and select Settings Select System Select About Press "OK" On this page you will see the Serial Number for your device

PAIRING REMOTE USING BACK + HOME BUTTON

To pair your remote to your Roku device, please perform the following steps:

Restart your Roku device by removing the power cable from the power source After 5 seconds, reconnect the power cable to the power source This will place your Roku device into pairing mode Once your device powers on and you see the Home screen press and hold the “Home” + “Back” button on the remote at the same time for 5 seconds or until the light starts flashing The remote should now successfully pair to your Roku device

PAIRING REMOTE USING PAIRING BUTTON

To pair your remote to your Roku device, please perform the following steps:

Restart your Roku device by removing the power cable from the power source After 5 seconds, reconnect the power cable to the power source This will place your Roku device into pairing mode Once your device powers on and you see the Home screen press and hold the pairing button on the back of the remote for 5 seconds or until the light starts flashing The pairing button may be underneath the battery cover depending on the remote model The remote should now successfully pair to your Roku device

CONTACT ISP(IF NETWORK ISSUE)

As we have performed all available troubleshooting steps on your Roku device, we believe that is an issue with your network connection. For further assistance, we recommend that you contact your internet service provider to resolve the network issue. If you could please provide your internet service provider name, we can assist with locating their phone number for you.

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SETTING UP REMOTE FOR TV CONTROL

Here's how to set up your remote to control your TV power and volume:

Press Home on your Roku remote Scroll and select Settings Select Remotes & devices Select Remote Choose your remote from the list and select Set up remote for TV control Follow the on-screen prompts to complete the process

PHYSICAL RESTART

To restart your Roku device, please remove the power cable from the power source, then plug it back in after 5 seconds.

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RESETTING ROKU DEVICE/PLAYER

To restart your Roku device, please use the following steps:

Press Home on your Roku remote Scroll and select Settings Select System Select “Power”. If you do not see a “Power” option, skip to the next step. Select “System restart”

RESETTING ROUTER

To verify this is not a network issue we are going to restart your router as a test. As we are currently connected over a chat, please be advised that the chat may disconnect, however it should resume once your internet is back online. If you are unable to reconnect, please start a new chat and reference ticket [Insert ID]. Use the following steps to restart your modem and router:

Unplug both your modem and router from the power source Wait 10 seconds and then plug them back in Wait for your modem and router to fully restart Use a phone, tablet, or computer confirm the internet connection is working Test the connection on your Roku device

SOFTWARE UPDATE

To update your Roku device, please use the following steps:

Press Home on your Roku remote on your phone/tablet Scroll and select Settings Select System Select Software update Select “Check Now” to manually check for updates

ADDING A PIN

To prevent unauthorized or accidental purchases, we will add a Roku PIN to your account. Adding a PIN to your account will provide an additional layer of protection as the PIN will be required to be entered to complete any subscription or content purchase. This PIN can be changed at any time by visiting my.roku.com. Please let us know your preferred 4-digit PIN and we will add this to your account.

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FURTHER ASSISTANCE

Have we covered everything that you wanted to discuss?

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CLOSING

Thank you for contacting us today, (Customer name)! If you need further assistance you can always visit us at support.roku.com, or you can start typing here within the next 15 minutes to continue this chat.

Closing with Survey - For my.roku.com (THIS IS FOR BILLING CONCERNS) You are most welcome! Thank you so much and I hope that I was able to address your concern for today. For your future reference you access your account at my.roku.com to manage your subscription. Also, you will receive an email survey after 24 hours at your email address regarding on how we assist today. Again, this is (Your Name), one of your Roku Support for today. Have a nice day and Happy Streaming.

Closing with Survey - For support.roku.com (FOR TECHNICAL CONCERNS) You are most welcome! Thank you so much and I hope that I was able to address your concern for today. For your future reference you visit our website support.roku.com. Also, you will receive an email survey after 24 hours at your email address regarding on how we assist today. Again, this is (Your Name), one of your Roku Support for today. Have a nice day and Happy Streaming.