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.
Well, I don't know if support doesn't care that customers cannot log in. Or they absolutely cannot find out why and don't want to tell us. I haven't seen any positive results for anyone. I thought I wanted to stream ROKU service on my tablet. Was working on my phone, but haven't tried it in a few days - again same app version and I have given phone and tablet data in previous posts. Maybe nothing can stream now. Or maybe ROKU wants it that way. Months with no result make it seem that way.
Try going to your online dashboard at https://www.roku.com/ and try changing your password. If you cannot login to your dashboard, select "forgot password" and proceed to change it that way. (will send you a link to your email that you use for your Roku account).
Hello colleenpridemor,
Thank you for contacting the Roku Community.
We understand that you are facing issues while logging into your Roku account, and we apologize for any inconvenience caused.
We are here to help you resolve the issue. Please ensure that you have entered all your login credentials correctly. If that doesn't work, kindly let us know if changing your password is resulting in the same problem. You can refer to AvsGunnar for guidance on changing your password.
Please feel free to contact us if you require any further assistance.
Best regards,
Rey
RokuERey, can you simply close this thread? Nobody on the Roku side is reading the OP or anything else. There's a bug in the mobile app, which Roku obviously isn't going to fix. This thread is just a waste of space at this point. I'm unsubscribing myself from replies, but everyone's wasting their time here, including you.
Chiming in here to say I am having the same problem. I have a Pixel 5 running Android 14. I can log in using roku.com. I know I have the correct username and password. I changed the password anyway to see if that helps.
I am only having trouble logging in using the Roku app version 10.1.0.3169671 for Android 14 on my Pixel 5. The app is up to date.
It's clear Roku doesn't care. Honestly, with the recent data breach, Roku disabling tvs basically forcing Roku tv users to agree to new forced arbitration rules and now hearing Roku is looking into shoving more ads in our faces I am souring on the whole Roku company and ecosystem.
Time to find a different streamer.
Personally, I have not tried that. Because ---- if you will READ ALL of the previous posts about this issue, others have tried that and it DID NOT work. However, I will try it, but it will be later before I have time.
Im getting this as well, cant sign in
Hi 2pints,
Thanks for getting in touch!
We understand that you're having the same issue when logging in. Please be aware that this is currently under investigation. However, we still don't have any further updates about this. In the meantime, we'll need your help with the details below so that we can provide additional information on this.
We'll be looking forward to your update.
Thanks,
Rey
I am having the same exact issue
I can sign in to the site now, thank you. However, I have posted a new issue I am having.
