Buzz
Starting from early 2020, contacting Roku's support team via phone or live virtual chat apps on various devices is no longer an option. However, alternatives exist for getting assistance. If you encounter technical support scams or account issues, visiting Roku's support page and answering some questions may lead you to an email form for help. Additionally, you can find solutions to common issues and seek help from other Roku users. Alternatively, Roku's support team is available on Twitter from Monday to Friday, 9 AM to 5 PM PT. You can also watch the Roku Tips and Tricks channel on your Roku Home Screen for guidance.
Steps
Accessing the Customer Support Website
To access the support website, simply enter the following URL into your web browser: https://support.roku.com/contactus, whether you're using a computer or a mobile device. This is Roku's official support site.
- If you've attempted to contact Roku during the COVID-19 pandemic, you may have been directed to the support website via a recorded message. While live chat support is no longer available, you can still seek assistance through email forms or video chat apps.
- If you've already tried using Roku's customer support form and still require assistance, refer to the Using Twitter method to learn how to communicate with Roku's support team via tweets.
To proceed, choose your issue and click Continue. For account-related issues, select Questions about my account, billing, or an order. For technical assistance, opt for Questions about setup or using my Roku.
- If you choose Questions before I buy, you can access various support documents; however, there's no email support available for this category.
If you're inquiring about setup or usage, select your Roku model. After selecting your model, another menu will appear below.
To proceed, select your issue and click Continue. You'll be presented with a list of support articles.
- For certain billing issues, you may need to sign in to your Roku account. Follow the on-screen instructions to do so.
Take a look at the available support articles. Roku's support site is extensive, offering solutions to many problems.
If you still need assistance, click Need more help. Look for this option at the bottom-right corner of the page. It will direct you to a form offering two choices.
- If you see Ask the Community instead, email support isn't available for your product. Click this button to engage with other Roku users about the issue. If this doesn't resolve your problem, refer to the Using Twitter method.
Click on the Email button. Look for the purple button towards the bottom of the page. This will open an email form with the details you've already provided filled in.
Complete the form and select Continue. To receive support, you'll need to provide your name, email address, optionally a phone number, and a detailed description of the issue. Roku's customer support team operates from Monday to Friday, between 9 AM and 5 PM PT.
- Roku's customer support phone number might become available again in the following months. If you're still facing issues with your Roku, you can attempt to reach out by calling the Roku support phone number or through live video chat apps on your device during business hours at: (816)-272-8106.
Utilizing Twitter
Start with Roku's Customer Support website. If you've attempted to contact Roku's customer support during the Covid-19 pandemic, you've likely been directed to visit the customer support website at: https://support.roku.com/contactus. Based on your selections from the menus, you might find a form that allows you to email Roku's support team.
- For instance, if you choose the Questions about setting up or using my Roku option, select your product, then choose Solving playback issues. You'll encounter several support documents with troubleshooting tips. If these suggestions don't resolve your problem, click the Need more help? button at the bottom-right corner, then click Email to bring up the email form.
- If the support site doesn't address your concern, proceed to the next step for support via Twitter.
Log in to your Twitter account. You can access the Twitter app on your mobile device or computer at: https://www.twitter.com. If you don't have a Twitter account, you'll need to create one.
Tap the Tweet button. If you're using a phone or tablet, tap the feature with a plus + symbol at the bottom right corner. If you're using a computer, click Tweet in the left panel.
Begin your Tweet with @RokuSupport. This is Roku's official Twitter support handle.
Summarize your issue in the Tweet. Tweets can only contain 280 characters, so keep it concise. Just outline your problem (e.g., 'I need assistance with multiple Roku charges') and express your desire for assistance.
- Do not include personal details like credit card numbers or addresses. Tweets are public, not private. If Roku needs account-specific information, they'll request it in a private message.
- Roku support typically responds within the same day, but allow at least one business day before following up.
Hit Tweet. This sends your message to Roku.
- Roku support is available on Twitter Monday through Friday, 9 AM to 5 PM PT.
- Expect a response within one business day, though they may reply sooner.
Click the Send us a private message link if further information is needed. If Roku requires additional details such as your account number, they'll reply to your tweet with a direct message link. Clicking this link opens a private message to @RokuSupport.
Review Replies and Provide Additional Information To check for responses, log in to Twitter and visit the Notifications tab (the bell icon). If Roku requires personal information to assist you further, they'll send a direct message link labeled Send us a private message. Clicking this link opens a private chat with @RokuSupport. Enter the requested details and hit Send, then await their reply.
- If you send a direct message to @RokuSupport, they'll respond there as well. Access your messages by clicking or tapping the Messages icon (the envelope) and selecting the message from Roku Support.
Exploring Alternative Contact Methods
Visit the following website: https://developer.roku.com/contact if you're a Roku developer or partner. This form is exclusively for developers and partners who can furnish a channel name and ID, along with other pertinent information. Standard Roku users won't be able to utilize this form for communication with Roku.
Reach out to Roku regarding advertising via https://advertising.roku.com/contact. This is the designated method for contacting Roku to promote your brand to Roku users.
Visit: https://newsroom.roku.com for media inquiries on your computer or mobile device. In addition to press releases and blog posts, this page provides contact information for Roku's media representatives on the right side of the page.
- If you're seeking an interview with a Roku representative or have inquiries related to public relations, you may need to speak with a media representative.
Contact: [email protected] to inquire about becoming a Roku reseller. This address is reserved for reaching out to Roku regarding selling their products through your own channels.
Contact: [email protected] to report any security concerns. If you've encountered a security issue related to Roku, you can use this email address to make a report. To ensure message encryption, utilize the security team's PGP code available at https://www.roku.com/about/security-team-public-pgp-key.
