This post was started to troubleshoot a sign in issue with the Roku Android Mobile App. Not Paramount+. Please start a new post as this has nothing to do with the issue being discussed here.
I am having exactly the same trouble as the OP, using exactly the same device and version of the app. I recently reformatted my phone and installed everything fresh. I believe I didn't have this issue the last time I used the app but have experienced it before. I am able to login via the web, no problem. I've even changed my password, and I'm still only able to log in through the web while the app fails, complaining about my username or password.
Instead of asking for more information, perhaps you should do some sleuthing as to what the problem is on your end. Thanks
Your mobile app development team has disabled the ability to take screenshots or record screen captures (video) which would require the app to be updated and published in order to do so. You should have known this. However to try and save everyone time, here's the screenshot that blacks out the sign in screen and error modal.
RokuTakashi or RokuJanadeeK any updates or are you still investigating?
Same, I can login to the community and my account using the same credentials using a mobile app browser (chrome).
Your app is having an authentication issue resolving the user's credentials or something related to your authentication method. It's pretty obvious that the issue resides in the mobile app sign in process.
Please read the previous messages before you ask for the same thing again, we're not making any progress with this. Going back and forth asking for the same details that were already provided and disappearing for 24 hours between each follow-up question. I count 4 different Roku team members involved in this issue, maybe stick with 1 person so you don't have to ask for the same information over and over again.
Also, if you search your archives, you'll find this issue isn't new. In the past, it looks like it was ultimately determined that there were issues with an authentication service (yours), and it was ultimately resolved over time, but right now, with two of us experiencing the same issue on the same phone/OS/app version, I wonder if something else is up. You should have logs to see what's going on.
Please re-read the OP. All of the information you requested is in there. I have exactly the same phone and software versions as UrbanCowboy
Thank you. It's a mystery to me why your web authentication system seems completely reliable but the app has so many issues with it.
I posted this on January 12th with all kinds of details about the make, model, OS version, app version, troubleshooting methods, and all I have heard is "thanks for posting this" "we'll pass this along" "what kind of phone/app version do you have".
I'm sorry but I can't believe any of the responses from the Roku team. Over and over again I was asked the same exact questions or told it would be passed along and looked at.
I gave up. I advise the other people on this thread to do the same. There are plenty of other 3rd party apps out there that do almost the same thing as the Roku app, and they actually work.
I can't do a screen capture of the Roku app on my phone, even though I've granted it permissions (maybe need to reboot?)
Here's what the message says, exactly:
Unable to sign in
The email address or password provided does not match our records
OK
By the way, I'm successfully signing into community.roku.com using the same credentials, too
Hi, Community users!
It has come to our attention that you are having problems with accessing the Roku Mobile App on your mobile phones and have been offered troubleshooting methods to no avail.
In this instance, we will coordinate this with the appropriate Roku team for further review and find you the best resolution possible. With this being said, kindly provide us with the following details below so we can investigate your devices:
Please take note of those who already provided this information, kindly disregard them as we have already collected those. We'll be looking forward to your responses!
Best regards,
Carly
I have the same problem using a Pixel C tablet running android 13. It was working fine until the last "update". If I download the previous version and install it (which was working fine), the program now insists on installing the update before getting to the email and password portion of the install. It used to do the full install and then advise you of the available update, but now it checks for the update and forces the update first, then fails to log in. As a side note it will not let you create a new account either. This is only on the android app, I also can log in via chrome just fine. Grrrrr
Hi Sonza1,
Thank you for keeping us posted here in the Roku Community!
We will be more than happy to further investigate this issue that you're having with the Roku mobile app. Can you please provide the following information that RokuCarly provided above?
Once we have this information, we will be able to pass it along to the appropriate Roku team for further investigation.
Thanks, John
Hi UrbanCowboy,
Thank you for the post!
We want to confirm to you that we have already escalated all of your information to the appropriate Roku team, and this has already been taken care of.
Your extended patience and understanding are much appreciated.
Kind regards, John
This will be taken care of when you fix the app. I just followed instructions on another thread to install version 9.1.0.1762787 from April 2023 (switching to airplane mode on initial startup to prevent the app from trying to force me to upgrade), and login works on this version.
How about investigating using an embedded webview in the app to handle login? Web login has always worked, as it just did for me signing into the community forums
this is happening to me too
Hi allenroberts,
Thank you for posting here in the Roku Community!
We appreciate you letting us know about your problem of being unable to sign in. We would be delighted to help you further. Have you tried to change the password of your Roku account and see if that will fix the issue? Please double-check if you are entering the correct credentials.
Let us know how it works, and we will continue to assist you further.
Best regards, John
Read the fist post again. I changed the password multiple times and can log into the web portal.
allenroberts Copied from the first post.
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
This is happening with my parent's Roku app also. As with others, it is possible to sign in to their account on the Roku website. Changed the email/password, cleared cache, un/reinstalled app, etc.
Phone is Motorola (moto g power) 2022.
I don't have a screenshot, but the message is that the email or address does not match our records.
Greetings from the Roku Community, fixitplz!
We appreciate you bringing up the issue you encountered with the Roku mobile app.
In addition to the information, you've provided could you also provide us with the details below?
We look forward to hearing from you soon. Thank you!
Best regards,
Jharra
I am having the same issue trying to log in on a new tablet. The tablet is an android 13. I have not had a problem with my ROKU device. And I can log in and reach this community, etc through the roku website on my computer. I have also logged in to the ROKU app on my Samsung S22 ultra phone. I had no problems with that. It's showing the same app version that I just installed on my new tablet. The ROKU app is version 10.1.0.3169671, which says it is the latest version. This is the version on both devices. It is possible that I actually logged into the app on my phone before an app update and that is why it works..... I don't know. But I get the same 'unable to sign in The email address or password provided does not match our records' as the other people are reporting. It looks as though people have been trying to get this fixed for months..... I would think your developers or whoever would have this corrected by now. Before this issue, I had no problems with the service from ROKU.
Hi ljc310,
A warm welcome to the Roku Community!
We're sorry for any inconvenience this may have caused you by making you unable to log in to your Roku app using your new tablet. Would you mind sharing with us the brand of tablet you are using? Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further.
We look forward to hearing from you and looking closely into this issue.
All the best,
Chel
When I turn on the tablet it has Relndoo. But since so many others are having the same issue, I don't think that matters.
