Forum Discussion

Sbgetsy's avatar
Sbgetsy
Channel Surfer
13 days ago

Error Account does not match in Roku mobile app

I just added a new Streaming Stick 4K and it will not show up in my account.  in the app it shows up in devices available on this network.  When i click device details i get this.  Account does not...
mobile app
roku player
Sbgetsy's avatar
Sbgetsy
Channel Surfer
13 days ago

This is what shows up when i log into my account on the web. 

 

RokuEmmanuel-D's avatar
RokuEmmanuel-D
Community Moderator
4 days ago

Thanks for the photo! Sbgetsy​ 

Sorry for not replying sooner. Are you still experiencing the issue? If so, please let us know so we can explore more troubleshooting.

Roku Community Team

  • Sbgetsy's avatar
    Sbgetsy
    Channel Surfer
    3 days ago

    Yes i am still having the problem. I have been waiting for a response since i sent the pics. 
    I thought maybe someone was trying to figure out the issue. 

    • RokuEmmanuel-D's avatar
      RokuEmmanuel-D
      Community Moderator
      3 days ago

      Thanks for the update! Sbgetsy​ 

      We'll try to look into this further. Could you please share the following info below?

      • Roku device model, Device ID, Serial Number, and Software version (It can be found in Settings > System > About)
      • Tracker ID (Press Home five times, then press Back button five times when the issue occurs)
      • Roku Mobile App version


      Hoping to get your details soon!

      Roku Community Team

      • Sbgetsy's avatar
        Sbgetsy
        Channel Surfer
        10 hours ago

        App version 13.2.0.31157086.41