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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

Reel has no ads or analytics vendors. Its optional diagnostics and hosted services are explained in the privacy policy and in Settings > Policies on your Roku. The terms of use are similarly brief.