Account, payments & subscriptions

[Obadiah245]

I went to RokuTV to change my email address,when I put in my new email address,I received a message that the  email address already exists.( I never used the email address). When I requested to change the password on the email address that Roku claimed I signed up with that already exists,,I never got an email from Roku to change my password. I even called RokuTV in which someone from India answered and doesn't speak clear english,The person stated that the email address doesn't exist but it does! Am I being hacked?

[RokuReynan-L · Accepted solution]

Hi, @Obadiah245.

Welcome to the Roku Community!

We understand that you're having an issue updating your email address. We'd like to know more about this. 

Have you tried checking the spam messages for the password reset? Have you also tried using another browser to update your email address?

Here are the steps to update your email address:

1. Go to Account information in your Roku account
2. Enter a new password or email and confirm the new password or email (you'll need to enter your current password as well)
3. Select 'Save changes'

Furthermore, you may visit this support article on how to change your password or email for your Roku account

We hope this will be sorted out soon.

Regards,
Reynan

[ya2]

I've tried changing my email using the explanation and it's not working. It errors out. Do I need to cancel and restart my account for it to work? What's the solution?

[RokuHaz-M]

Hi! @ya2 

Thanks for posting to the Roku Community!

We're here to help with your email update issue! Could you share the error code you're seeing? It'll help us get this sorted out for you. 

Looking forward to your response!

The Roku Community Team

[Ghromada]

I'm getting the same thing! It won't let me change my email address. The message is:

The message is "The email address entered is already associated with an account. Please use another."

How can this be? I just created this account yesterday 2-13-2025. Using a different browser does not work either. Now I'm going to try from a PC........NOPE!! Still got that same message. Something has to be off with the coding. I need to deactivate my old email so I need this resolved soon.

Thank you.

[renojim]

@Ghromada, it sounds like you had/have another Roku account that uses that email address.  Can you log in using that email address?  You may have to use the "Forgot password" option if you don't know the password.

[Ghromada]

UPDATE......I called Roku spoke with a real person, and was told the system does not like my new email address. It was a ".me" instead of a net, com, org or some other common "." Extention. So, if you are trying to change you Roku account email and getting "Email address is already assiged" message, it could be because Roku doesn't like it/compatable with it.

I hope this helps. Tech just keeps pointing us to logging in, which without logging in first, we would never got to the "Change Your Email" screen to begin with that's giving us the error message.

I've been with Roku for about 15 years now and never had any issues until this. They are a great company. I would like to see some kind of message that lists what email extention are not accepted. Example like @Mail.me.