Accounts, Billing, & Orders

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

Problems Logging into Roku Account

I purchased a new Roku and was trying to set it up last night. When trying to log in to my Roku account, it said my password was wrong. I tried changing the password at least 5 times, and it gave me the acceptance that the password was changed, but each time when I went to login after, it said my new password was wrong. I then decided to use my work email address, and it told me the email was already used (which it was not). Please advise - it's been 2 days of trying to get this to work...

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3 Replies
Basil
Level 10

Re: Problems Logging into Roku Account

Focus on using your preferred email account. Leave  your work email account out of it going forward.

We're going to go through some very basic, tedious steps. If at any time, something unexpected happens, stop. Immediately stop. Report what's unexpected. That should give us a clue as to what's causing the issue.

On your browser, clear all cookies under roku.com and all Roku-related domains. Note: If you aren't able to, or don't know how, you can clear them all. That will require you to log in to other Websites you use where you told the Website "Remember Me" so you might want to search for how to clear specific cookies if you don't know how.

Next, think about your password. Best practices would be at least 8 character, including at least one uppercase letter, at least one lowercase letter, and at least one number. Ensure your password (or what you think your password is) meets the criteria. Take a piece of paper (or open Notepad, Notes, or some other text editor and write it) for reference only. You'll destroy the paper (or erase the text file) when we're done.

Your "new" password not really have to be new. Use the one you think you set it to last, or the one you want it to be. We'll find out in a minute or two.

Once you've cleared all roku.com cookies (do not proceed if you have not done this), try logging in again. Don't click any email links to log in. Go to https://my.roku.com/ to log in.

Enter your email address and press tab. If there's anything in the, press delete or otherwise remove it, then type your password (the one from the paper/text file). Type it slowly. If you make an error, erase the field and start from the beginning.

Next, click Sign In.

If the system doesn't recognize your credentials, it should respond with
The email address or password provided does not match our records. Tip: You can verify your Roku account email address from your device by visiting Settings.

If it doesn't seem to accept your password but responds with something else, stop and report what it says.

If it doesn't seem to accept your password, and you get that message, click the "Forgot Password" link. You'll be prompted to enter your email address. Do so. Click Submit.

It should respond with 
[center:fltjzrph]Forgot password

If this is a valid account, your email is on its way!

For your security, the reset email is only active for the next one hour. If you don’t see the email in your inbox, check your spam folder.[/center:fltjzrph]

Look for the email. Click the link in the email, or copy the link (the whole thing) and paste it in your browser.

Note: this link is only for resetting a password. Never use it to log in. I've know some people that have used password reset links to log in, then complain about always having to change their password. If you've been doing this, well, now you know to not do this. If you haven't been, you now know that some people do, in case you ever have to help someone with an issue like that.

You'll be prompted to enter your "new" password. Enter the password you thought it should be. The one on the piece of paper/text file. Then, re-enter it in the Verify Password box. Click Submit.

It should respond with
[center:fltjzrph]Password Reset Successfully

Your password has been reset. Please select continue to sign in.[/center:fltjzrph]

Click Continue.

It should prompt you to log in. Use your email address, and your password.

Did that work? If not, where did it fail or vary from the expected results? Again, do not proceed if the responses from the Website are different than expected.
Basil
https://www.basilsblog.com/
Roku Ultra (4660)
Apple TV (5th gen), TiVo

Previous:
Roku boxes from every generation.
Apple TV (2nd, 3rd, 4th gen)
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maddingz
Level 7

Re: Problems Logging into Roku Account

I have this exact same issue and it's driving me bananas. I tried clearing my cookies as suggested - twice. Every time I reset my password, it allows me to do so, but then when I try to log in with said password, it gives me the same error message.
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RokuShawnS
Level 10

Re: Problems Logging into Roku Account

"maddingz" wrote:
I have this exact same issue and it's driving me bananas. I tried clearing my cookies as suggested - twice. Every time I reset my password, it allows me to do so, but then when I try to log in with said password, it gives me the same error message.

Please start a new topic regarding this issue.

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