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andreag1
Level 7

how do you close out an account of a deceased person?

I have a unique problem.  My Boyfriend set up his roku account and put a pin in.  This was in November, He suddenly passed away this January.  I have set up my own account and I am paying, but I can not purchase anything because of that pin. Even though mine is a totally separate account.  So How do I find out how to close his account and take that pin off.? 

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DBDukes
Community Streaming Expert

Re: how do you close out an account of a deceased person?


@andreag1 wrote:

I have a unique problem.  My Boyfriend set up his roku account and put a pin in.  This was in November, He suddenly passed away this January.  I have set up my own account and I am paying, but I can not purchase anything because of that pin. Even though mine is a totally separate account.  So How do I find out how to close his account and take that pin off.? 


Just to be sure I understand, you and your late boyfriend each have/had separate Roku accounts. That is, he had an account, and now you have set up your own account with your own email address. Is that correct?

If so, are you able to log in to his Roku account? Do you have access to his email where you can get a password reset done? Or is there a family member that would be able to accomplish that? 

Assuming not, is his account using one of your payment methods for purchases or subscriptions? If so, escalate to @RokuDanny-R for help. If not, that account can be safely abandoned.

Now, if I'm reading everything correctly, you didn't say explicitly but I think you may have a situation where the Roku device is tied to his account. If so, the question now becomes: does the Roku device belong to you or to a family member?

Assuming you properly own the device, a factory reset of the device should unlink it from his account, and you can set it up on yours.

If I'm way off base on understanding the situation, please help clarify for me.

DBDukes
Roku Community Streaming Expert

Help others find this answer and click "Accept as Solution."
Note: I am not a Roku employee.
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