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SteveGuard148's avatar
SteveGuard148
Channel Surfer
3 years ago
Solved

Can't view channel after password change

Hi, I subscribe to This Old House (TOH) channel through my Roku Express. Recently I had to change my TOH password when trying to view the channel on my laptop. Now when I try to view on Roku I just get the TOH splash screen and nothing else happens. I'm guessing that it no longer recognizes the password but there does not seem to be an option to update the password. I would have expected a message to come up asking me to login again but nothing happens. I've tried removing and re-adding the channel and I've tried a factory reset of my Roku Express but nothing has worked. Any ideas please?

  • renojim's avatar
    renojim
    3 years ago

    I'm just grasping at straws here, but I'd suggest trying an alternate network like at a friends house or your phone's hotspot.  Since you've already factory reset it, you may as well do it again, but this time create a new Roku account and link it to that.  Hopefully you have another email address you can use for the new account.  When you create the new account, make sure you either clear your browser cookies or use a private or incognito browser window when you do.

    I realize that neither of these is a solution, but if one or the other works it may lead to one.

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  • RokuJechealR's avatar
    RokuJechealR
    Retired Moderator
    3 years ago

    Hi SteveGuard148,

    Thanks for posting here in the Roku Community!

    Getting help from our account billing team may be more effective for these issues. Please contact them directly through our Account-Billing Support page. Choose the options for "Account, payments & subscriptions," and they are the best ones to help you out with that matter.

    If you need any additional help, we'll follow up to continue assisting you.

    Best regards,

    Chel

    • SteveGuard148's avatar
      SteveGuard148
      Channel Surfer
      3 years ago

      Hi Chel

      Thanks for your reply. I have been in touch with the account billing team as suggested but after trying various things - removing/reinstalling the channel; clearing cookies; device restart; factory reset - the problem is not resolved. They suggested that it could be a channel software issue and said to contact This Old House support. So I'll wait to see what response I get from them.

      regards

      Steve

      • Strega2's avatar
        Strega2
        Roku Guru
        3 years ago

        If nothing else works, I would cancel with Roku, wait a bit to make sure it is truly cancelled, and subscribe directly with TOH.  Essentially, I think that by logging into TOH and doing a password reset/forgot, you’ve essentially broken the Roku link to your account, and since you have a working account with TOH (only) now, you could just fund that account directly, and log in with these current credentials on the Roku.

        I did a similar thing with a different channel:  I had subscribed on Roku, but decided I wanted to subscribe directly.  So I: cancelled on Roku.  Waited until well past the end, and past the next billing cycle to make sure I wasn’t going to be billed. Then I “forgot password” with the content provider and set up my payment info there.  Of course, I did things in a different order, and I’m not sure all these back-end interactions with Roku and various content providers all work the same way.

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

    SteveGuard148-

    I don't have a known solution for you, but here's what I would try if faced with this problem.

    Log into your TOH account using your laptop.  Change your password back to what it was before.

    Load TOH back up on your Roku - hopefully it will load and log you in as before.  If it does, while viewing on the Roku, see if you can find a way to change your password.

    • Strega2's avatar
      Strega2
      Roku Guru
      3 years ago

      I’m guessing he doesn’t know his old password.  I think when you use Roku pay, you get a random password created on a Roku server.  (I think???)