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snootyparrot
Level 7

Outdated email address - Roku Support is an endless loop.

We have a Roku account assigned to an old, nonexistent email account for which we cannot remember the password.  Others have asked about this, but the response, as well as Roku Support recommendation are of no help.  Specifically, we are led to the Contact Customer Support page and the option chosen is "Questions about my account or billing".  Unfortunately, to continue it requires us to sign in to our account.  Pretty stymied about this...

Thanks for your assistance.

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10 Replies
RokuDanny-R
Roku Employee
Roku Employee

Re: Outdated email address - Roku Support is an endless loop.

@snootyparrot 

Thanks for the inquiry. 

If you need assistance with your account regarding an email address on your account that is no longer valid, please reach out to our support team directly here for your 'Account or billing' issue, and select 'managing your order': https://support.roku.com/contactus.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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snootyparrot
Level 7

Re: Outdated email address - Roku Support is an endless loop.

"Managing your order" also requires that I log on.  I have, obviously, created a new account in order to participate here.  When I log in with that account it shows that I have no order outstanding.  If I select "changing your email or password", that only applies to this new account.  What I'd like to do is switch to this account, but, so far, I continue to be stymied by the need to log in to my old account - which I cannot do.

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RokuDanny-R
Roku Employee
Roku Employee

Re: Outdated email address - Roku Support is an endless loop.

@snootyparrot 

Thanks for the information. 

I have passed along your concerns to our Support team. They will follow up and assist you further.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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ml406
Level 7

Re: Outdated email address - Roku Support is an endless loop.

I agree!! I need to change email.  It’s ridiculous they have no support for this.

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Strega
Level 14

Re: Outdated email address - Roku Support is an endless loop.

@ml406, Just changing your email address is easy.

https://support.roku.com/article/208756008

It's only when you've changed emails AND can't remember your password that things get tricky. (That's true of most internet accounts.)

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ml406
Level 7

Re: Outdated email address - Roku Support is an endless loop.

@Strega I no longer have access to my old email.  It’s not easy.  

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Strega
Level 14

Re: Outdated email address - Roku Support is an endless loop.

The page linked doesn't say you need access to your old email.  Are you saying that's not true?

(I haven't actually tried to change it - I'm just going by what the page says.)

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RokuDanny-R
Roku Employee
Roku Employee

Re: Outdated email address - Roku Support is an endless loop.

@ml406 

Thanks for the posts.

If you are unable to access your old email account that you have a Roku account with, you will need to contact our Support team for further assistance. 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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ml406
Level 7

Re: Outdated email address - Roku Support is an endless loop.

Danny this is not possible. I no longer have access to my old email. I can create a new account with a new email but I can’t add name and location of my Roku Express that I set up originally with an inaccessible email.  It’s a constant loop and run around. You just keep circling around and circling around and you never get any help. Is there anyway I can call someone and have them update my email? 

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