Account, payments & subscriptions

[MollyB4]

When I tried to add a new channel to roku I realized the username email acct no longer exists, also the password is invalid. When I try to change the password roku sends the new one to the invalid acct. I don't know where to go from here.

[HDMIGuy]

@MollyB4 If you have a working Roku device go into settings, system, about, and find the email address there.  If the device is working that is a valid Roku account email address.  Then go to a computer and login to that account.  If you don't know the password for that account select Forgot Password.

[MollyB4]

The email doesn't recognize my username as valid.

[HDMIGuy]

@MollyB4 Do you have a working Roku device??  If so you can add the channel using that device.  Your user name should be your email, so I don't understand the email not recognizing your user name.

[MollyB4]

My username on roku references an obsolete email account. There is no way for me to log on to it. I don't know why roku recognizes it as my username. I had to add the channel I wanted without going through roku. If there's no way to correct the username situation I'll have to abandon the service and use something else.

[RokuMary-F]

Hi @MollyB4,

Thanks for posting in the Roku Community!

For these issues, it may be more effective for you to get help from our Account-billing team. Please contact them directly through our Account-Billing Support page. Choose the options for "Account, payments & subscriptions" and they are the best ones to help you out with that matter.

We appreciate your patience with this matter.

 

Best regards,
Mary