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KrisHil
Level 7

Device S/N doesn't match account

I checked the S/N on my devices against what is in my account and they do not match. 
How can I update the S/N on my account?

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4 REPLIES 4\
renojim
Community Streaming Expert

Re: Device S/N doesn't match account

If they don't match you've got a problem.  Does the email address that shows up under Settings->System->About match the email address you used to log in at https://my.roku.com ?  Also, don't confuse the serial number with the Device ID.

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RokuDanny-R
Roku Employee
Roku Employee

Re: Device S/N doesn't match account

@KrisHil

Thanks for the post.

In addition to what @renojim mentioned, if you need further assistance with account related issues, please reach out to our support team directly here for your 'Account or billing' issue, here: https://support.roku.com/contactus. They will be able to further assist you.

Thanks,
Danny

Danny R.
Roku Forum Moderator
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SDMartin
Level 7

Re: Device S/N doesn't match account

Checked all suggestions, does not match. The device ID is correct as all packaging but online site reads that the devices start with YH*******. Please respond with corrections/instructions to protect our product and services.

Thank You.

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renojim
Community Streaming Expert

Re: Device S/N doesn't match account

@SDMartin, for reasons only Roku knows, the SN on the package and the device itself are no longer the serial number Roku will show under Settings->System->About or that shows under your linked devices at https://my.roku.com .  Ridiculous things like this are par for the course with Roku.  In general, when you're asked for a serial number use the one from the settings or your online account.

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