Forum Discussion

famentsubacct's avatar
famentsubacct
Reel Rookie
3 years ago
Solved

Can't Get Someone's Account Off Our Roku Tv

Hi!

We have a 65" Hisense Roku Tv

Sometime back my girlfriend used her sister's Disney + account so we could watch some movies.

She didn't realize I had already ordered that channel and that we already subscribed to Disney +

To be certain our subscription is currently active.

I did a factory reset trying to remove the existing email account so we could use our own Disney + account and not her sister's. However this step was completely ineffective because as soon as the factory reset was complete I checked and went to log into the Disney + channel and it went right back to her account instead of prompting me for our own email so we could use it as desired.

Sorry but this is just a stupid problem to have! What's the point of a 'factory reset' if channels and things like this go back to automatically assuming we're using all the same info as before? Pretty useless and frustrating.

Since a 'factory reset' doesn't what can I do to fix this issue so we can watch the channels we have purchased and subscribe to?

In the meantime again this is a silly problem to have that hasn't been worked on yet. Please fix this issue so that we can remove the accounts to channels we don't want and make it so factory resets actually fulfill their tasks!

  • RokuCarly's avatar
    RokuCarly
    2 years ago

    A warm welcome here at the Roku Community, TVUserInCDA!

    We appreciate you for sharing your input. You can certainly remove an app from your Roku streaming device/TV from within your channel lineup or within the Roku Channel Store. When you've decided to remove a channel/app, you must first determine if you have a subscription to it, whether it may be a subscription directly from the app/channel or under your Roku account. Here's how to check:

    1. Visit the Roku official website
    2. If prompted, sign in to your Roku account
    3. Select Manage Your Subscription

    If the channel/app you want to remove is listed on this page, the subscription must first be canceled before it can be totally removed from your Roku streaming device/TV. After doing so, here's our Support article to help you Remove channels from within your channel lineup or through the Roku Channel Store. 

    Let us know if you have further clarifications. Hope this helps!

    Kind regards,
    Carly

14 Replies

Replies have been turned off for this discussion
  • atc98092's avatar
    atc98092
    Community Streaming Expert
    3 years ago

    Disney+ must be one of the few channels that your credentials are cached on the Roku server. You should be able to open the Disney+ channel, log out, then log in with new credentials. If that doesn't work (and it really should), then you need to contact Disney+ customer support it's their channel, and only they can assist with the way it works. 

    • debrla's avatar
      debrla
      Newbie
      3 years ago

      I am having a similar problem with Disney +.  There is no place to log off of the old account and then sign in with a new account.

      • atc98092's avatar
        atc98092
        Community Streaming Expert
        3 years ago
        debrla wrote:

        I am having a similar problem with Disney +.  There is no place to log off of the old account and then sign in with a new account.

        Yes there is. Once in the Disney+ channel, press the left button to open the menu options. At the very bottom is the Settings menu, and inside that menu is the option to log out. Log out of the channel, then close the channel. Open it again and you should have the option to log into your account.

    • famentsubacct's avatar
      famentsubacct
      Reel Rookie
      3 years ago

      I'm a dummy, okay, lol. Yeah I didn't realize all you had to do was go into the actual channel and select log out. Thanks sorry for being a goofball.

    • BridgetAnn's avatar
      BridgetAnn
      Newbie
      3 years ago

      I can't get into the profile to log them out. It's locked. So how do I go about doing that to sign into my account!!??

       

      • renojim's avatar
        renojim
        Community Streaming Expert
        3 years ago

        BridgetAnn, are you speaking of your Roku account or the account associated with a channel/app?  If the latter, what channel/app?  If the former, you have to factory reset your Roku device to link it to a different Roku account.

  • TVUserInCDA's avatar
    TVUserInCDA
    Reel Rookie
    2 years ago

    Having this same issue! EXCEPT - the Disney account is locked with a pin and I can't get it to logout of my TV. I'm working with Disney+ support now (Jefry) and so far Jefry has been very helpful. I'm hoping this gets resolved.  I will post back what the outcome is. Disney+ #Disney+

    • TVUserInCDA's avatar
      TVUserInCDA
      Reel Rookie
      2 years ago

      A follow on to the saga with Disney+.  It appears the only way to get this to be fixed is either:

      A. Person who's account it is unlocks their account and then logs out of your tv.
      B. Setup the TV using an entirely different ROKU account.

      The user data for the Disney+ links back to your ROKU account and according to Disney, there is no way to clear it out if the offending person continues to maintain an account at Disney.

      Likely I'm going to have to set up an entirely separate account through ROKU (which is a P.I.T.A.).  ROKU - if you're listening, it would be great to give users the ability to remove channels / account data right on the website.

       

      • RokuCarly's avatar
        RokuCarly
        Community Moderator
        2 years ago

        A warm welcome here at the Roku Community, TVUserInCDA!

        We appreciate you for sharing your input. You can certainly remove an app from your Roku streaming device/TV from within your channel lineup or within the Roku Channel Store. When you've decided to remove a channel/app, you must first determine if you have a subscription to it, whether it may be a subscription directly from the app/channel or under your Roku account. Here's how to check:

        1. Visit the Roku official website
        2. If prompted, sign in to your Roku account
        3. Select Manage Your Subscription

        If the channel/app you want to remove is listed on this page, the subscription must first be canceled before it can be totally removed from your Roku streaming device/TV. After doing so, here's our Support article to help you Remove channels from within your channel lineup or through the Roku Channel Store. 

        Let us know if you have further clarifications. Hope this helps!

        Kind regards,
        Carly