Accounts, Billing, & Orders

Assistance with managing your Roku account on device or on the web, logging into, billing or subscription questions, orders, promotions, and more.
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Level 7

Having issues with my account

To who it may concern ,I have an Roku stick that was pass down to me by a family member ,am trying to set up my Roku account, but I keep getting an alert saying that the account does not match in our records ,the old account was from a cousin of mine but I want the Roku account to be under my name ,can you help me pls me ,I had this issue for a year ,and am still having issues thanks 😊 


sincerely, yours 



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Community Streaming Expert

Re: Having issues with my account

You need to perform a factory reset:

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Roku Employee
Roku Employee

Re: Having issues with my account


Thanks for the inquiry.

As @renojim mentioned, you will need to first perform a factory reset on your device. You will not be able to access the account that is currently on the device without the previous owner's login credentials. Once the device has been factory reset, you can log in with your Roku account. If you do not currently have a Roku accout, you can create a free Roku account here: How do I create a Roku® account?


Danny R.
Roku Forum Moderator
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Level 7

Re: Having issues with my account

Ok than you so  much 

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