Forum Discussion

Nomore's avatar
Nomore
Channel Surfer
3 days ago

Unrecognized Disney Account On My Roku

When I log into Disney, I see an account that is not mine. I never added more than one user and it nor=really shows Mickey Mouse icon. the icon shat shows is named KIARA. it has a lock on it like I need to enter a password.

i have talked to Disney support and we determined the issue is with my Disney account. In other words, my 3 Roku sets to the same thing. My iPad and phone take me via the Disney app to Disney complete with the Mickey icon.

summary, my Roku account is corrupted. I want that account back.

i bought a new TV and the same thing happens. So I logged off of that email address and signed up for Hulu with a different email account. That gave me access to my Disney account once I logged in.

the problem is definitely related to my email address and it’s Roku account. How can I fix this?

Thank you for reading

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8 Replies

    • Nomore's avatar
      Nomore
      Channel Surfer
      9 hours ago

      Thank you for trying. I talked to Roku support several times. Got cut off, I got sent to the wrong department. I finally got a senior tech on the phone after an hour and a half. They said there was nothing more they could do. I will just sign up again using a different email account. I have 4 Roku TVs. I ordered a Samsung today with a different operating system.

       really appreciate you trying. you should work for Roku.

      • RokuHaz-M's avatar
        RokuHaz-M
        Community Moderator
        8 hours ago

        I totally get where you’re coming from. Nomore​

        If you have any questions or need a hand when you decide to return to Roku, just know we're always here to help.

        Don't hesitate to reach out!

        Roku Community Team

    • RokuHaz-M's avatar
      RokuHaz-M
      Community Moderator
      13 hours ago

      You're welcome! Nomore​ 

      If you need anything else or have further questions, just let us know.

      Cheers!
      Roku Community Team

  • FrederickScott's avatar
    FrederickScott
    Newbie
    16 hours ago

    Sounds like your Roku account is stuck on the wrong Disney profile. Try deleting the Disney app, restart the TV, then reinstall and log in again. If it still happens, reach out to Roku support to reset the account link.

  • RokuSuzyL's avatar
    RokuSuzyL
    Community Moderator
    3 days ago

    Hi there, Nomore! 

    It seems that you have an issue with your Disney+ login and the email associated with the Roku account. 

    We recommend contacting our Accounts, Payment, and Subscription team to check your Roku account for further support. To do so, just click "Start chatting" below.

    If you need anything else, feel free to reach out!

    Roku Community Team

    • Nomore's avatar
      Nomore
      Channel Surfer
      20 hours ago

      If you have all day to wait for each chat response, chat is great. I feels like the agent is having several conversations at once. It would be more considerate of Roku to offer a customer service telephone number.

      • RokuHaz-M's avatar
        RokuHaz-M
        Community Moderator
        15 hours ago

        Hi there! Nomore​

        I dropped you a private message. Hope you can check it out soon.

        Thanks!
        Roku Community Team