Forum Discussion

pixel2's avatar
pixel2
Newbie
3 years ago
Solved

Unknown family logged into apps on my Roku's

I've seen many posts and threads about different people being signed into apps on someone's Roku devices, yet there has been no definitive answer as to how this breach happens or how to resolve it. T...
  • Anonymous's avatar
    Anonymous
    3 years ago

    Hi pixel2

    Welcome to the Roku Community!

    It sounds like your Roku device may have been compromised, potentially through a security vulnerability or through someone gaining unauthorized access to your account. Here are some steps you can take to try and resolve the issue:

    • Change your Roku account password: Go to my.roku.com and log in to your account. Click on "Update" under the "Password" section and create a new password that is unique and strong.
    • Check for unauthorized users: Go to my.roku.com and log in to your account. Click on "Linked Devices" and review the list of devices connected to your account. If you see any devices that you don't recognize, remove them from your account by clicking "Unlink".
    • Check for unauthorized subscriptions: Go to my.roku.com and log in to your account. Click on "Manage your subscriptions" and review the list of subscriptions. If you see any subscriptions that you don't recognize, cancel them immediately.
    • Factory reset your Roku device: To do this, go to Settings > System > Advanced system settings > Factory reset. This will erase all settings and data on your Roku device, so you'll need to set it up again from scratch.

    It's important to take action to protect your account and personal information. Make sure to create strong, unique passwords and enable two-factor authentication if possible. You may also want to regularly review your account activity and linked devices to ensure there are no unauthorized access attempts.


    Warm Regards,
    Lianna

Anonymous's avatar
Anonymous
3 years ago

Hi pixel2

Welcome to the Roku Community!

It sounds like your Roku device may have been compromised, potentially through a security vulnerability or through someone gaining unauthorized access to your account. Here are some steps you can take to try and resolve the issue:

  • Change your Roku account password: Go to my.roku.com and log in to your account. Click on "Update" under the "Password" section and create a new password that is unique and strong.
  • Check for unauthorized users: Go to my.roku.com and log in to your account. Click on "Linked Devices" and review the list of devices connected to your account. If you see any devices that you don't recognize, remove them from your account by clicking "Unlink".
  • Check for unauthorized subscriptions: Go to my.roku.com and log in to your account. Click on "Manage your subscriptions" and review the list of subscriptions. If you see any subscriptions that you don't recognize, cancel them immediately.
  • Factory reset your Roku device: To do this, go to Settings > System > Advanced system settings > Factory reset. This will erase all settings and data on your Roku device, so you'll need to set it up again from scratch.

It's important to take action to protect your account and personal information. Make sure to create strong, unique passwords and enable two-factor authentication if possible. You may also want to regularly review your account activity and linked devices to ensure there are no unauthorized access attempts.


Warm Regards,
Lianna

pixel2's avatar
pixel2
Newbie
3 years ago

Thank you, Lianna, I appreciate the information and fast response. Yesterday I changed my password and made it so a pin is needed to add channels. Also checked to make sure there weren't any unauthorized subscriptions.

But, following your instructions I did find a Roku TV linked to my account, nearly a year before I actually purchased a Roku TV. I don't recall ever purchasing one and returning it, and if I had, I would have replaced it at the time. So I'm deleting that unauthorized TV. **Edit: I looked in my transaction records and see that I did purchase a TV in 2020 and returned it about a month later when the sound went out. Most likely Walmart resold it and for some reason the sound was working for the new purchaser. It never occurred to me at the time to wipe out my Roku information. Lesson learned. **

I also see that somehow I ended up with two Roku accounts over the years, so I'll delete the first one and factory reset the Roku's. That email address is the one associated with the devices that have the unknown family on them.

I'll be sure to periodically check my account activity from now on.

Thanks again for your help.

Kind regards,
pixel2