Account, payments & subscriptions

[vista]

I have two Roku devices.  My older Roku 3 was set up years ago using a now defunct email address to which we cannot find the password.  I want to add a subscription channel that Roku requires that old email address to set up.  Because I do not have the password to that defunct email account,  Roku will not let me do this.   I do not want to reset the device because I have other subscription services already loaded and do not want to screw those services up.  How can I update the email address for this Roku 3 device.

BTW my newer Roku device was set up under a newer Roku account exactly because of this problem.   Thank you.

[renojim]

Do you remember the password for the Roku account associated with the old email?  I'm guessing that's part of the problem, but if you do have you tried changing the email address at https://my.roku.com/account/edit ?

If you don't remember the Roku password, I think you'll have to contact support at https://support.roku.com/contactus

When it prompts for the Roku account just use the one you're using here.  As you go through the automated process eventually it should give you the option of chat or email where you can explain the situation.

Good luck!

[KSM1]

Hello.  Sam in Support gave me these instructions:

1. Press Home  on your Roku remote 2. Scroll and select Settings 3. Select System 4. Select Advanced system settings 5. Select Factory reset 6. If you have a Roku TV, select Factory reset everything. Otherwise, move to the next step. 7. Follow the on-screen instructions

[LesleyF]

I am someone else with the same problem except that I do know both my old email and password. That page lets me reset the password but not the email address.

[RokuDanny-R]

@LesleyF

Thanks for the post.

For account and billing related issues, please reach out to our Support team directly here for your 'Account, payments & subscriptions' issue. They will be able to further assist you.


Thanks,
Danny