Compare the charge with the cancellation record before deciding what went wrong. Identify the account, service, and billing period involved.
Inspect the transaction
- Open Roku purchase history and invoices.
- Match the service name, charge date, and amount.
- Compare these with the cancellation confirmation.
- Check whether another Roku account or email was used.
Roku’s unrecognized-charge guidance recommends checking for multiple accounts and household purchases when a charge is missing from the expected account.
Contact the correct company
Roku says to seek help if charges continue after cancellation and the billing cycle has ended. For Hulu, Disney+, and Sling TV, Roku directs customers to those services themselves.
Prepare a clear support request
Our suggested wording is: “Please identify this charge and confirm the subscription’s cancellation effective date.” Attach the relevant confirmation and invoice in a private support channel. Ask about the provider’s refund policy rather than assuming a refund is automatic.
Avoid accidental new purchases
Do not re-subscribe solely to inspect a billing issue. Establish the existing transaction history first.
Official reference
Read the provider’s official guidance. Reviewed October 10, 2026.