Forum Discussion

loopyc's avatar
loopyc
Streaming Star
8 months ago

Unable to log-in using Roku Smart Home app (IOS)

My Smart Home app logged me out today after it wouldn’t refresh my camera stream. When I attempted to log back in, it gave my the message ‘Your email or password doesn’t match our records’

I verified my sign-in credentials were correct, but over and over…same message.

I finally reset password, which required me logging into my account via internet browser (Safari), and everything went fine. I then returned to Smart Home app, and using same info I just used to log-in into from browser (all email/password fields were already blank), I got SAME MESSAGE.

I then deleted/updated ‘Smart Home app, and over and over, same message though at ANY TIME I can log into my account using the web page via browser.

Why is the app ONLY, not recognizing my log-in and thus view my camera? Nothing else has changed (I did no system upgrades, etc).

In your own archives, I see a similar issue from 2022 that seemed to indicate server problems, can you confirm/deny?

Otherwise, I have nothing else I can do, as I have reset my password several times and it continues to work when I log in from a browser or another computer…just the app is not recognizing password (I am typing it in by hand every time, and  there is no autofill being used or old credentials sitting in fields when I open app)

Thanks in advance

29 Replies

  • loopyc's avatar
    loopyc
    Streaming Star
    8 months ago

    And as a matter of fact, this message just required me to sign into my account and signed in fine.

    • renojim's avatar
      renojim
      Community Streaming Expert
      8 months ago

      Are you using both the Smart Home app and the Roku mobile app?  I recall having an issue when I tried to use one app signed into one Roku account and the other signed into a different account.

      • loopyc's avatar
        loopyc
        Streaming Star
        8 months ago

        Thank you for your reply.

        No, have never had or used any other Roku-related app on my device (iPad Pro).

        Still unable to sign in (now more than 24 hours after first having problem, which previously had NO issues while checking my feed many times daily.

        Yesterday it suddenly decided not to show livefeed, got stuck ‘loading’, and since then won’t allow me to log-in while all other access via web browsers is normal.

        Problem is, without camera access, system is now useless.