Forum Discussion

UrbanCowboy's avatar
UrbanCowboy
Binge Watcher
2 years ago

Unable to sign in The email address or password provided does not match our records

I've been working in mobile app development for the last 8 years, and have had my fair share of rolls as a QA, BA, Team Leader and Scrum Master. When I install your Roku app from the Google Play Store, and try and authenticate using my credentials, I cannot get past the modal "Unable to sign in, The email  address or password provided does not match our records"

Let me tell you what I've done to get past the issue and what I am using, maybe that will make it easier. 

OnePlus8T KB2005, Android 13 running the December 5th 2023 Security Update, I have a T-Mobile and AT&T SIM and connected to WiFi. 

1. Ensured I'm on a solid WiFi or mobile data connection, I've tried with just WiFi (mobile data off), and just Mobile Data for both T-Mobile and AT&T. 

2. Uninstalled and reinstalled the app

3. Force quit and cleared cache multiple times

4. Ensured that I am not using a DNS or other personalized network configurations

5. Logged into the my.roku.com account with the same credentials for the mobile app, using a web browser on my device. 

6. Changed the default browser app on my device to Google Chrome (just a guess, but it appears your authentication is using a web wrapper)

7. Changed the default browser app on my device to stock Android

8. Changed my password (more than 1 time)

9. Changed the email address on my account

 

Nothing is working and I'm lost, I'm about to hook this up to Charles Proxy and see what is blocking the authentication. 

 

 

mobile app
  • colleenpridemor's avatar
    colleenpridemor
    Reel Rookie
    2 years ago

    I have the same issue. I've been dealing with this for several weeks and I have tried every single possible thing to fix it and is not any better.

    Please contact me when you have time I need to fix this soon.

  • RokuJanadeeK's avatar
    RokuJanadeeK
    Retired Moderator
    2 years ago

    Hi UrbanCowboy,

    Thanks for bringing this to our attention.

    Just to make sure we have understood your concern correctly, you are having issues connecting your account to the Roku mobile app. Is this correct? Also, which of your Roku devices are you trying to connect the Roku app with?

    Please keep us posted.

    Regards,
    Janadee

    • UrbanCowboy's avatar
      UrbanCowboy
      Binge Watcher
      2 years ago

      Correct, I cannot sign into the Roku mobile app with my Roku account credentials. I am not having issues with connecting the Roku app with my TCL television, the remote control feature is working correctly, however I cannot sign into my account on the mobile app to take full advantage of all the features available. 

      • RokuArjiemar's avatar
        RokuArjiemar
        Retired Moderator
        2 years ago

        Hello! UrbanCowboy,

        Thanks for the post,

        We appreciate you reaching out to us. We're happy to help.

        We believe the service interruption impacting my.roku.com is now resolved. Please try again, and you will now be able to login.

        Thanks,

        Arjiemar

    • 13getwhatusee's avatar
      13getwhatusee
      Newbie
      2 years ago

      I could not remember my password for signing ing to Paramount plus. So I get a new password. But it said I need to sigh up for Paramount plus when I just paid on January 3, 2024 for this month not needing make payment to February. So can you tell me why I need a new subscription when I have one?

    • RokuMaryEF's avatar
      RokuMaryEF
      Community Moderator
      4 months ago

      Hey everyone,

      It looks like this issue has been resolved for most users!

      If you're still experiencing this issue:

      • Start a new thread in the Community.

      We'll be closing this discussion now.

      Thanks for your patience! 

      Best,

      The Roku Community Team

  • Jardel's avatar
    Jardel
    Reel Rookie
    10 months ago

    I have the same problem and I writen to the Roku Supporte withou lt success. 

    motorola edge 20 pro

    Android 12

     

     

    • RokuMaryEF's avatar
      RokuMaryEF
      Community Moderator
      10 months ago

      Hi Jardel,

      Thanks for posting here in the Roku Community!

      We'd like to gather more information about the issue you're experiencing. If I understand correctly, you're having trouble logging into the Roku mobile app.

      Could you please provide us with more specific details, such as the exact error message you receive when attempting to access the app? This information will help us better understand the problem.

      Additionally, have you verified that your Roku account email address and password are entered correctly? Ensuring these details are accurate can often resolve sign-in issues.

      If you need help resetting your email or password, you can find instructions here: learn how to reset your email and password.

      The more details you can provide, the better we can assist you.

      Thank you for your cooperation. We look forward to resolving this issue for you!


      Best regards,
      The Roku Community Team

      • ljc310's avatar
        ljc310
        Channel Surfer
        10 months ago

        OK.  Please read ALL of the posts about this issue.  NO ONE CAN SIGN IN!!!  AND PLENTY OF PEOPLE HAVE CHANGED PASSWORDS AND IT DIDN'T WORK.  ALL HAVE CHECKED CREDENTIALS!!!!  And if the passwords and credetials were not correct, we would not be able to sign in an post to this 'community'.

        Also read the last post from Josh68.  Asked if thread can be closed due to ROKU reps NOT reading or caring about what's going on.  because it is apparently a ROKU issue that no one at ROKU wants to admit or correct.  

        IF ROKU CARES, YOU HAVE ALL THE INFO YOU NEED.  JUST FIX YOUR APP!!  And quit telling people to do the SAME THINGS THEY HAVE ALREADY DONE!!!

        I am going to ignore all future posts because ROKU is not paying attention or taking care of the problem.