Forum Discussion

willifast's avatar
willifast
Channel Surfer
2 years ago

Smart Home App - unable to login to app with same credentials as used to access roku.com via browser

Hello

I am getting a 'UN/Pwd' do not match error when trying to login to the Smart Home app. I can use the same UN/Pwd to login on my pc (browser - roku.com) and if I use Chrome on my smartphone (android) to access roku.com.

I've gone through the pwd reset a couple of times, no change to the error when attempting to login via the Smart Home app. I've deleted the app, rebooted phone, re-installed app with no change. Again, I can use the same UN/Pwd successfully via browser direct to roku.com. My devices (cameras & roku express) show up as does my subscription when I login via browser.

This issue started as I was attempting to re-login via the app after logging out to troubleshoot another issue. The first issue was that as soon as the Smart Home app loaded and showed my cameras I got an error message stating something about 'not able to communicate with servers - Try again'. Pressing 'Try Again' only caused the error to re-appear. I finally decided to log off on the Smart Home app and when trying to log back in now I get the error about the UN/Pwd.

Any help with this one is greatly appreciated!

 

  • Nikkilugo915's avatar
    Nikkilugo915
    Reel Rookie
    2 years ago

    I’m logged out and not letting log back in it tells me to reset password which I do and then when I sign in it says no account found , I pay for monthly subscription too I’m gettin notification about the camera but not letting log in app 

    • RokuJechealR's avatar
      RokuJechealR
      Retired Moderator
      2 years ago

      Hi willifast Nikkilugo915,

      Thanks for reaching out to us here in the Roku Community!

      Thanks for bringing this to our attention. We are aware of the app issue. Our engineering team is currently working on it. Please try the app again later.

      Your patience and understanding are highly appreciated at this time.

      All the best,

      Chel

      • willifast's avatar
        willifast
        Channel Surfer
        2 years ago

        Thank you for the update and efforts to resolve! I'll try again later as suggested. Have a wonderful day!

  • RokuTakashi's avatar
    RokuTakashi
    Community Moderator
    2 years ago

    Hi willifast,

    Thanks for reaching out to us, and welcome to the Roku Community!

    We're sorry to hear about this experience. The information and concern you've mentioned with us have been forwarded to the appropriate Roku team, who'll take a closer look at the issue and address it. Once we hear back from them, we'll provide an update here in this thread.

    We value your patience and understanding as we work on this.

    All the best,
    Kash

    • Joey6's avatar
      Joey6
      Reel Rookie
      2 years ago

      I'm running into the same problem on Android Samsung AO 3 s. I tried to access my camera that has been working since February and it kept saying try again try again and wouldn't let me do anything and wouldn't connect the camera. So I restarted the camera and then I ended up deleting it. Then I went to Google Play and I uninstalled and then installed the smart home app again. Now I can log into my Roku account roku.com just fine and I changed my password but when I go to the smart home app it automatically asked me to sign in and I have tried everything manually doing it autofilling it trying to create a new account which it won't let me it just keeps saying that the password and email account don't match. Please advise

      • RokuTakashi's avatar
        RokuTakashi
        Community Moderator
        2 years ago

        Hi Joey6,

        Greetings and welcome to the Roku Community!

        Thanks for flagging this issue you've encountered with us, and we're sorry for the trouble. This information and concern have been forwarded to our team, who will further investigate this issue. They will be taking a closer look at this and address it for a fix. Once we gather more details and updates from the appropriate Roku team who'll look at this, we'll provide an update here in this thread.

        We value your patience and understanding as we work on this for the time being.

        All the best,
        Kash