@Keysha3
Thanks for the note.
Have you checked that your Roku Express is on your Roku account by logging into your Roku account online at my.roku.com and verifying it is on your Roku account and not possibly on another Roku account?
If the device is properly linked to your account and you are still unable to resolve the issue that you are experiencing, we would recommend trying to perform a factory reset on your device. After setting up and linking the device back to your account, check to see if your issue is resolved.
For more information about how to perform a factory reset on your device, visit our Support page here: How do I factory reset my Roku® streaming device?
Thanks,
Danny
Danny R.
Roku Forum Moderator