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Anonymous
Not applicable

Need to reset password and email won't come thru.

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I am trying to cancel my Disney Plus account which I signed up for through my Roku account. What I thought was my Roku password is not working. When I click on the forgot password link, it says it sent me an email, however it has not come through and it is not in my Spam account either. I can't email customer service because it requires me to log into my account to do this.

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RokuDanny-R
Roku Employee
Roku Employee

Re: Need to reset password and email won't come thru.

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@tlay 

Thanks for the post.

If you are unable to recover your email and password through the steps outlined in our Support page here: How do I access my Roku account if I forgot my email address or password?, 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 further assist you.


Thanks,
Danny

Danny R.
Roku Forum Moderator

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RokuDanny-R
Roku Employee
Roku Employee

Re: Need to reset password and email won't come thru.

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Hi,

Thanks for the inquiry.

For account and billing related issues, please reach out to our support team directly here for your 'Account or billing' issue, and select 'managing your order': https://support.roku.com/contactus. They will be able further assist you.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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tlay
Level 7

Re: Need to reset password and email won't come thru.

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having the same issue - support links just put you in a loop to sign in or forgot password - probably need a human to fix

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RokuDanny-R
Roku Employee
Roku Employee

Re: Need to reset password and email won't come thru.

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@tlay 

Thanks for the post.

If you are unable to recover your email and password through the steps outlined in our Support page here: How do I access my Roku account if I forgot my email address or password?, 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 further assist you.


Thanks,
Danny

Danny R.
Roku Forum Moderator

View solution in original post

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debgee
Level 7

Re: Need to reset password and email won't come thru.

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eeeyah, Your response says to access a link that requires a login, but I can't login because I need to reset my password.

So I go to reset password and I don't get the email. Again.  So I go to get online help with my account and it tells me there is no live support for my issue and to login to get help but I can't because I need to reset my password.

So I go to reset password and I don't get the email. Again.  So I go to get online help with my account and it tells me there is no live support for my issue and to login to get help but I can't because I need to reset my password.

So I go to reset password and I don't get the email. Again.  So I go to get online help with my account and it tells me there is no live support for my issue and to login to get help but I can't because I need to reset my password.

See the problem here?

If there is no live support for any issue just let me know and I will replace all 4 of my Roku devices with Firesticks.

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RokuMary-F
Roku Employee
Roku Employee

Re: Need to reset password and email won't come thru.

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Hi @debgee,

Thanks for your post regarding your Roku account that your unable to login and received the reset password link.

First, we recommend verifying your Roku account email address by going to Settings > System > About. We also suggest trying to use a different web browser or device to request a password reset and check for the email on your spam or junk folder if it's not in the inbox. 

Please let us know if there's anything else we can help you with.

Thanks,

Mary

 

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