The box office · Support

Support

What you need

• A Roku device. Any reasonably current Roku player or Roku TV.
• Your own media server. Reel is a client for a personal media server that you or someone in your household already runs. The app includes no content - the library is yours, on your hardware.
• Your server account. You sign in with the same account your server already uses; Reel has no accounts of its own.

Getting set up

• Install Reel on your Roku (from the Channel Store, or through your beta invitation while Reel is in beta).
• Open it and follow the sign-in instructions on the screen - you'll confirm a short code from your phone or computer.
• Reel pins itself to your server during setup. From then on it boots straight into your library.

When something goes wrong

Email roku@itsreel.tv and include what you can of the following - each line shortens the trip to a fix:

• Your Roku model, and the Reel version (it's on the badge at the bottom of the menu rail, and in Settings).
• What you pressed, what you expected, and what happened instead.
• The whisper line. Every error screen in Reel carries a dim, one-line technical note beneath the human sentence - it is written for exactly this email. Include it word for word and you've half-answered the question already.

Purchases and refunds

Purchases of Reel are handled entirely by Roku, inside your Roku account, and refunds follow the Roku Channel Store's policies - we never see your payment details and cannot issue refunds ourselves. For billing help, start at support.roku.com.

Privacy questions

The short answer is that Reel collects nothing - no analytics, no telemetry, no ads. The long answer is barely longer, and it lives in the privacy policy. The terms of use are similarly brief.