Forum Discussion

misterandre's avatar
misterandre
Reel Rookie
2 years ago
Solved

Reset Disney Plus App - Help Needed

My mother in law has Disney Plus on her Roku TV. It's signed into an account that she doesn't recognize. She tried to uninstall and re-install it but the account information was still there. She tried to sign out and it said Enter Password To Log Out, which she obviously can't do. How can the app be reset?

  • RokuJharra-Q's avatar
    RokuJharra-Q
    2 years ago

    Greetings from the Roku Community, misterandre!

    Thank you for keeping us posted. We appreciate the additional information you provided.

    It verifies that the account associated with your Disney Plus account is different. We highly recommend reaching out to the channel partner directly for assistance. Please be advised that the channel provider handles authentication issues for their respective channels. 

    You can contact the channel team here: Disney+ Help Center

    We hope this information helps.

    Best regards,
    Jharra

4 Replies

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

    Could her TV be linked to someone else's Roku account?  Check the email address that's displayed under Settings->System->About.  Is it hers?

    • misterandre's avatar
      misterandre
      Reel Rookie
      2 years ago

      I went to Settings > About and it has her email address. The email address on Disney Plus was one she had never seen before and nobody in her family has it.

      • RokuJharra-Q's avatar
        RokuJharra-Q
        Retired Moderator
        2 years ago

        Greetings from the Roku Community, misterandre!

        Thank you for keeping us posted. We appreciate the additional information you provided.

        It verifies that the account associated with your Disney Plus account is different. We highly recommend reaching out to the channel partner directly for assistance. Please be advised that the channel provider handles authentication issues for their respective channels. 

        You can contact the channel team here: Disney+ Help Center

        We hope this information helps.

        Best regards,
        Jharra