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
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

      • RokuRhea-V's avatar
        RokuRhea-V
        Community Moderator
        4 hours ago

        Hey Sbgetsy​ 

        Thank you for the info. We’ll share this issue with our team for further review. Could you also provide the Tracker ID of the device? (Press the Home button five times, then press the Back button five times when the issue occurs.)

        Awaiting your reply!

        Roku Community Team