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RokuMaryEF's avatar
RokuMaryEF
Community Moderator
17 days ago
Solved

[Solved] Can't Log Into Smart Home App – Username/Password Error

Hey everyone,

We’re aware of an issue where users are getting a "username or password doesn't match our records" error when trying to log into the Roku Smart Home app.

Status: We believe the issue is now resolved.

To resolve this issue, try this step-by-step:

  1. First, uninstall the Roku Smart Home app from your device.
  2. Open the Google Play Store, search for "Roku Remote", and install "The Roku App (Official)".
  3. Then, search for "Roku Smart Home" and reinstall it — just don’t open it yet.
  4. Launch the Roku App (Official) and go through the sign-in process. Make sure to sign in with the same account you use for Smart Home.
  5. Now open the Roku Smart Home app. You should see a Home screen with a Continue button. Go ahead and tap it.
  6. On the next screen, look for the button that says something like “Sign in as [your email]”. Tap it to finish signing in.

Thank you!

-Roku Community Team

Fixed
  • RokuMaryEF's avatar
    RokuMaryEF
    14 days ago

    Hey everyone,

    Good news! The recent login issue with the Roku Smart Home app has now been resolved.

    We’ll go ahead and mark this post as Solved and closed the thread.

    Still having trouble?

    • Start a New Thread: If you can’t find an existing discussion that matches your issue, feel free to create a new one so we can take a closer look.

    Thank you for being part of the Roku community! 💜

    -Roku Community Team

66 Replies

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  • cliffordpaige16's avatar
    cliffordpaige16
    Channel Surfer
    16 days ago

    Something needs to be figured out and very soon!! What happens when someone is using your system and has cameras to watch their home and their home gets broken into and they can't see a thing because your "systems are malfunctioning" you guys will have so much of a bigger issue on your hands than that!!! It's crazy!! Roughly about 90% of Roku users are people that use your camera systems!! Please get this issue resolved before it becomes a bigger issue!! I haven't been able to use this dumb smart home app in a week and it's very infuriating to know that we can't use what we have paid for!! I just know I am starting to want all my money back, dating back to 2021 because I have had so many problems with this it truly is infuriating!! Do better and get the techs on this situation and get it fixed!! Stop getting on here marking stuff as solved because clearly, it isn't being solved, maybe for a select few but that's it!! Stop marking it as solved!!!!! Get your heads out of the hole and get this taken care of!!!

    • Debbee22's avatar
      Debbee22
      Binge Watcher
      16 days ago

      Yes agree! We monitor our homes and now we can't when we're away. Yea it comes on my tv ..but I can't take my tv to work with me. This is so stupid. I don't understand. If they say it's solved and it's not,, they need to do better.

  • Elizabeth88's avatar
    Elizabeth88
    Channel Surfer
    17 days ago

    I cannot login to my home app to access my cameras. I've spent hours on click to chat yesterday. This is day2 without connection. I reset my password 4 times and it keeps sending the verification code but the app keeps telling me to rest the password. I deleted and reinstalled the app multiple times.  What is going on 

      • KimJ's avatar
        KimJ
        Reel Rookie
        16 days ago

        I'm experiencing the same issues. This is unacceptable!

        accept

  • Rnroutlaw1's avatar
    Rnroutlaw1
    Channel Surfer
    17 days ago

    I am unable to login to roku smart home to view my cameras and when I try it says email or password incorrect.  I've sent for reset password link about a dozen times and I get the link reset the password go back to the smart home app and it still says the same thing.  Have not been able to view my camera's for a few days now.  I'm just about to take them all down and buy a different product.  This is so stupid really

    • cliffordpaige16's avatar
      cliffordpaige16
      Channel Surfer
      17 days ago

      I cannot access my Smart home app!! No matter what I do it is not working!! This has gone one three days now 🤬🤬 what is going on?!.... This is wild that we are paying for something we can't even use 🙄🙄😒

      • Rnroutlaw1's avatar
        Rnroutlaw1
        Channel Surfer
        17 days ago

        I have the same exact problem i am unable to access my cameras from my phone or my girlfriend phone.  I have changed my password and still can't get it to work 

    • amarieinthepm's avatar
      amarieinthepm
      Reel Rookie
      16 days ago

      Same issue here. Unable to access the mobile app and controls. This is frustrating and CS just has us go through the same troubleshooting steps over and over with no positive results. I am also reevaluating the products and services and considering alternatives after numerous negative experiences even prior to AWS outage. Hope it is resolved.

    • RokuHaz-M's avatar
      RokuHaz-M
      Community Moderator
      17 days ago

      Hi there! Rnroutlaw1​

      It looks like you're having trouble signing in to your Roku Smart Home app. To help us look into this, could you please share the following details:

      • Roku Camera Model
      • MAC Address
      • Firmware Version
      • Smart Home App Version
      • Log ID (App > Account > Roku Support > Submit a Log)
      • Your location (Zip Code + City/State)


      Looking forward to your response!

      Roku Community Team

      • MartyH's avatar
        MartyH
        Binge Watcher
        16 days ago

        Whatever happened during the recent AWS outage has broken the smart home app somehow. It doesn't allow you to login but still receive the verification code. So something is getting through. Why not look into that instead of asking for our device/camera information. That has nothing to do with this since it was working prior to the outage. This should be your area of focus. Lots of angry folks out here. Think its time you take customer service seriously. Just saying.

    • Sadie65's avatar
      Sadie65
      Binge Watcher
      16 days ago

      I'm done passed ticked off. They "f●●●ing lied about having it fixed. Just a mad hearing everyone: b●●ch that it needs fix and meaning right now.

    • BlueP1023's avatar
      BlueP1023
      Channel Surfer
      15 days ago

      Yes! Another user advised, so I tried and was able to log in. Thanks.!

  • Rnroutlaw1's avatar
    Rnroutlaw1
    Channel Surfer
    15 days ago

    Finally! Only took 5 days but thank you just the same! Now I hope it stays working so I can enjoy the peace of mind it gives me.  

  • J-ROD's avatar
    J-ROD
    Newbie
    18 days ago

    Same here I can't log into my app either made a different account even but now I am stuck and can't delete my wifi cams off the locked out account? Called Roku Support and they straight up hung up on me stating I would get an email? WTF???

  • Elizabeth88's avatar
    Elizabeth88
    Channel Surfer
    18 days ago

    I still can't access my home app on my devices I login and it keeps asking me to reset the password. But I've done that 4times now. I cant see my cameras, it wont let me get passed the reset password screen . This is so annoying. 

    • cliffordpaige16's avatar
      cliffordpaige16
      Channel Surfer
      18 days ago

      Same for me too!! It's absolutely frustrating the fact that we have to pay for something we can't even use 🤬🤬 I can't even get it to load for me to have a chat with customer support!!!

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