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Scott15
Level 7

HELP - need my account changing to a UK account

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I live in the UK and purchased a Roku premiere. I can only see US apps - no itv hub or bcc player apps available. Can someone at ROKU please change my account to a UK account. I have only ever lived in the UK and set up the device here. I have tried factory reset and logging out and in but it still seems to think I have a US account. 

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RokuDanny-R
Roku Employee
Roku Employee

Re: HELP - need my account changing to a UK account

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@Scott15

Thanks for the post.

It sounds like you may have created a Roku account that isn't located in your current region. If channels in your region are not available, it may indicate that your device is linked to an account that was created in a different region where that channel may not be offered by the channel provider. You'll want to make sure that you are using an internet connection located in the correct region when creating your account. You can check your IP address' reported location by visiting www.whatismyip.com - If you see an issue, you'll need to contact your ISP to help resolve any issue.

We would recommend creating a new Roku account in your region. For more information about how to create a new account, visit our Support page here: How do I create a Roku® account? Once your new account is set up, try to perform a factory reset on your device and link it to your new account. For more information about how to perform a factory reset, visit our Support page here: How do I factory reset my Roku® streaming device?


Thanks,
Danny

Danny R.
Roku Forum Moderator

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RokuDanny-R
Roku Employee
Roku Employee

Re: HELP - need my account changing to a UK account

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@Scott15

Thanks for the post.

It sounds like you may have created a Roku account that isn't located in your current region. If channels in your region are not available, it may indicate that your device is linked to an account that was created in a different region where that channel may not be offered by the channel provider. You'll want to make sure that you are using an internet connection located in the correct region when creating your account. You can check your IP address' reported location by visiting www.whatismyip.com - If you see an issue, you'll need to contact your ISP to help resolve any issue.

We would recommend creating a new Roku account in your region. For more information about how to create a new account, visit our Support page here: How do I create a Roku® account? Once your new account is set up, try to perform a factory reset on your device and link it to your new account. For more information about how to perform a factory reset, visit our Support page here: How do I factory reset my Roku® streaming device?


Thanks,
Danny

Danny R.
Roku Forum Moderator
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Scott15
Level 7

Re: HELP - need my account changing to a UK account

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Hi Danny - I set everything up in the UK so I don't know how my account is flagged for a different region. I have sent you a private message with my device ID and username - can you please just change my account to a UK one. I don't want to go back through setting everything up again only to find the same problem. 

 

Thank you. 

 

Scott

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RokuKariza-D
Roku Employee
Roku Employee

Re: HELP - need my account changing to a UK account

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Thanks for the response @Scott15

Please be advised that we do not have an option to change your account's region since it's automatically being detected and set by the system when you created your account.

We highly recommend following the suggestion provided by @RokuDanny-R above since that will resolve the issue you're experiencing.

Thank you for your understanding.

All the best,
Kariza

Kariza D.
Roku Forum Moderator
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makaiguy
Community Streaming Expert

Re: HELP - need my account changing to a UK account

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@Scott15 wrote:

Hi Danny - I set everything up in the UK so I don't know how my account is flagged for a different region.

Scott


Might you have been connecting to the internet through a VPN that masked your actual location at the time you set up the Roku account?

Roku Community Streaming Expert
I am not a Roku employee, only a user like you.  Please, no support questions via private message -- post them publicly to the Community where others may benefit as well.
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