first off I own multiple roku devices. I just recently bought the new 4k stick on sale at bestbuy. After setting up and logging in to all of my streaming channels, for some reason roku logs in other peoples accounts IE Disney plus, Hulu, Netflix. It’s like it someone else account and login credentials. I returned that roku thinking maybe someone bought and returned it with out wiping the device. Same issue on the new device with the same person profile logged in to these channels. Has anyone ever seen or heard this before. It’s wild and not sure how to go about fixing this.

I came here looking for any answers to this too and my brand new Roku is also doing this on certain apps. For example, last night I opened Disney+ for the first time, and there was an entirely random family’s account that was already logged in… not sure what to make of it but i find it rather creepy and not cool at all…

Danny, that is not what is happening here. Those of us experiencing this are purchasing new Rokus or Roku TVs and they are logged into accounts of people we’ve never heard of. This is a serious security issue and Roku needs to stop pretending like it’s user error and not actually happening. It makes me question using my accounts on a Roku because who is to say someone out there didn’t just buy a new Roku with all my accounts logged in already.

Same thing happened to me which led my to this thread. There is a security issue. I've had my device for 6 years and nobody has my information and I live alone. Random Disney account had logged in. I also have Disney+.

I found this thread after Googling because my mother just had the same issue. She has a Roku stick and never had a problem until today. She downloaded the Paramount+ app for the first time (never used it and never had a subscription). When she downloaded the app it was already logged in to someone else’s account with an email address that we didn’t recognize. What in the world Roku? There is a serious security hole somewhere and based on this thread this issue has been going on for over a year with no resolution.

I’m having this problem, as well with my Roku and Disney+. My brother used his Disney Plus account while visiting this past summer. He checked and his account hasn’t been compromised. Recently, I opened the Disney Plus app and it showed someone else’s account with 5 screen names. The email doesn’t belong to anyone we know and the language selected was English (UK). I contacted Disney Plus through live chat today and the rep seemed baffled. With his help, I was able to finally log out of that account and verify that it’s no longer showing on my tv. I’ve logged in online and changed my Roku password and checked all my account info for that and my other services to make sure nothing had been changed. Everything appears fine. How could this have happened and what other steps do I need to take? Thank you.

Random accounts logged in to streaming channels that aren’t me

44 Replies

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Clister17
Newbie
4 years ago
I came here looking for any answers to this too and my brand new Roku is also doing this on certain apps. For example, last night I opened Disney+ for the first time, and there was an entirely random family’s account that was already logged in… not sure what to make of it but i find it rather creepy and not cool at all…
- Kelz22
  Reel Rookie
  4 years ago
  Same thing happened to me which led my to this thread. There is a security issue. I've had my device for 6 years and nobody has my information and I live alone. Random Disney account had logged in. I also have Disney+.
  - Thomasthetango
    Newbie
    4 years ago
    I’m having the same issue. Was watching YouTube on my Roku logged in to my account and suddenly a random persons account logged in while I was watching.
- RokuMary-F
  Community Moderator
  4 years ago
  Hi Clister17,
  
  Welcome to the Roku Community!
  
  I'd be happy to take a closer look to see how we can help.
  
  When you go into the account settings of your Roku device through Settings > System > About, are you using the same email that is shown?
  
  Please keep us posted and we'll continue assisting you from there!
  
  Best regards,
  Mary
  - Yellowgirl1
    Newbie
    3 years ago
    I know this is old but I’m answering so this can be looked at. I purchased a new 4K device and have the same issue. When I look under settings>system>about, someone else email address appears. I actually googled the email address and it comes up as someone trying to spread awareness about a crime against a transgendered individual. How were they able to do this? Should I be concerned about my personal info? Please help.
- Brii1330
  Newbie
  4 years ago
  Same thing just happened to me with Discovery+!!! What's even more weird, the account it's logged in to is actually my friend's brother and his family. I've never met them, and I've had my roku longer than Discovery+ has even been a thing. I'm trippin out that I know of these people.
TJ9
Newbie
4 years ago
I am having the exact same issue and, by performing a search, came across this thread. Reading the posts it seems Disney Plus is a consistent culprit. I too purchased a new roku device and have several other roku devices in my home for years. This newest one was purchased Nov2021 and while setting up the apps, I discovered that Disney Plus was already logged in with some email address I've never seen and with 7 profiles! It is clearly an active account that I could evidently use for free unbeknown to that owner! I am extremely concerned by this. This is definitely a security issue! And here's a thought: Disney Plus is the only app I'm purchasing via Roku and it's the only app I had with this issue. Is that he security gap?? Perhaps all should do the same check to determine if this problem only occurs with apps subscribed via Roku.
- hahamacoy
  Newbie
  4 years ago
  Im having the same issue. Another account was logged in on the crave tv app. This couldnt be a returned w/o being factory reset. I activated roku when it first bootup w all the necessary subscription and what not. I had crave tv downloaded and didnt pay attention to it and when i was ready to signup after 2weeks. Someones account was logged in. I believe its a glitch in their system and a big one of that .it involves having other people having access with your account. Think about it you have someone elses account and your kind enough to log it out. While others may not be so kind if they had your account.
  - AGB
    Newbie
    4 years ago
    I too am experiencing the same thing with 4 different streaming services on my Roku. Some I was able to log out of, but others, like Disney+ will not allow me two, since I need the other person’s password to do so. Not to mention that it logged my personal account out and I no longer have access. I did a restart hoping that that would be enough, but apps like HBO Max, it logged back into the other persons account. This is a HUGE breech on Roku’s behalf and needs to be assessed immediately.
Jswayze
Newbie
3 years ago
I am having the same issue. I don’t own Netflix but, when I came home Netflix was the first thing to open and it was signed in to someone’s account.
- RokuDanny-R
  Retired Moderator
  3 years ago
  KRcracker Jswayze
  
  Thanks for the posts.
  
  We would be more than happy to look further into this issue for you. Can you please provide us the following information:
  -Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
  -does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found be selecting the channel on the Home screen and pressing the * button)
  -tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times)
  -steps to reproduce the issue you are seeing
  -do you have multiple Roku devices linked to your Roku account?
  -has anyone ever authenticated any channel on one of your Roku devices?
  
  Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further.
  
  Thanks,
  Danny
HDMIGuy
Roku Guru
4 years ago
It sounds like the account that you are logging into has been compromised or actually belongs to someone else. Login to that account on a computer and see what devices are linked to that account. You said you have multiple devices, if they are all linked to the same account any channel on one device will appear on all of your devices.
Tonya_G
Roku Guru
4 years ago
Do you have other Rokus in your home or that you've given to somebody (that you did not factory reset) that someone could have signed into those channels/apps). Because I think your sign in info for some Roku Channels/Apps sync to your Roku account so that when you set up a new Roku with your Roku account, you're automatically signed into those apps/channels.
- makaiguy
  Community Streaming Expert
  4 years ago
  OR ...
  Your new Roku may be one that somebody had set up and linked to an account but then returned to the store without doing a Factory reset to clear out its settings. If so, once you got it connected to your home network, it connected directly to this pre-configured Roku account instead of yours.
  Settings > System > Account will show you the email address of the Roku account to which the Roku is linked. If this email address is not yours, this Roku is linked to someone else's account. To link to your own account, perform a Factory reset via Settings > System > Advanced system settings > Factory reset. This will clear out the unit's memory and you'll then have to set it up again as though it were a new unit right out of the box. In the process link it to your normal Roku account.
  - Jbmcfly
    Reel Rookie
    4 years ago
    It’s under my email address. I have (2) other TCL roku tvs Under the same email in the house no issues. What is weird is I exchange the 1st 4K stick for the exact same one at Best Buy and still the same accounts pull up on this Roku as far as the account I have no Idea who it is. Also I am noticing that once I login to an app like Paramount plus, randomly it will just log me out I don’t have to re-login.
    
    i’m starting to think that maybe Roku accidentally shares your account information with other Roku devices, I will log into my HBO or Netflix or prime app and noticed that they continue watching shows or movies are not something that I watch or ever have watched. maybe this is a conspiracy theory lol.