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MARtvuser's avatar
MARtvuser
Reel Rookie
2 years ago

Disney plus - someone else is logged in

For the second time, someone else's Disney + account is logged in on my TV, and I cannot log it out.  Last time, the solution was to add a profile on there as an "under 14/jr" user and then log out. ...
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RokuCarly's avatar
RokuCarly
Community Moderator
2 years ago

A warm welcome here in the Roku Community, MARtvuser!

It is highly appreciated that you have brought this to our attention and we'd be more than happy to address your concern about accessing the Disney Plus channel on your Roku player.

Firstly, we'd like to inform you that channel authentication or Account login issues should be directly raised to the channel provider themselves which in this case, Disney Plus' customer support as they are the ones who provided and maintained their channel on the Roku Streaming platform. 

They can help you access your account successfully and remove the unrecognized existing account on their channel. 

Furthermore, please be also aware that we don't recommend factory resetting your Roku player at this moment as this will set you back to default settings, and you may need to re-link your Roku account and sign in on your channel subscriptions again. 

We hope you get everything sorted out soon and appreciate you bearing with us in the meantime. 

Best regards,
Carly

  • MARtvuser's avatar
    MARtvuser
    Reel Rookie
    2 years ago

    Thank you for your note.  I actually did speak with Disney Plus customer service first, and there is no unauthorized use or other email addresses on my account, they did all they could in their end, and then directed me to Roku support.  I can sign in to my Disney plus acct on every device but the Roku TV without issue.  The email address logged in to that app on my TV app is not mine, and it’s completely password protected, so I can’t log out of it.

    • RokuJohnB's avatar
      RokuJohnB
      Community Moderator
      2 years ago

      Hi MARtvuser,

      Thank you for keeping us posted here in the Roku Community!

      We want to further investigate this issue that you had with the Disney Plus channel. May we know what kind of Roku device you are using right now? (Roku Express, Roku streaming stick, Roku Ultra, Roku streambar, Roku TV-Specify) Could you send us a video clip of your running problem?

      We'll wait for your response.

      Thanks,                                                                                                                                                John