Channel Issues & Questions

Help & troubleshooting for channels on your Roku device, including adding/removing channels, logging in to, authenticating, or activating a channel, channel-specific playback issues, assistance contacting channel publishers to report issues, and adjusting channel-specific settings.
cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
Kaoscritters
Level 7

HBO Max username and email changed via Roku Pay???

Got an email June 12, 2021- stating thanks for updating, calling me by User Name: AETERNUS Pro, and some crazy long email- obviously generated.  Called HBO Max- they tell me I have no account with them- but I’ve been watching HBO Max for months and being charged via Roku Pay. My own previous information does not even allow me to log in. Found this new info w username and email in my setting on one of my tv’s.. so I have no idea if I was hacked or this is a Roku generated change? As I’ve NOT changed anything.. hbo max was to call me back, naturally I never heard from them. 

0 Kudos
12 REPLIES 12\
Kaoscritters
Level 7

Re: HBO Max username and email changed via Roku Pay???

Incidentally- I can’t change password, username or email, as it’s sending the link to this crazy email I never set up

0 Kudos
Strega
Level 15

Re: HBO Max username and email changed via Roku Pay???

It seems like the story kind of starts in the middle so I don't know if I'm following.  But is the one of your TVs that has this account a Roku TV?  If so, did you call someone when you set that TV up?

Who sent you the email and what were they thanking you for updating?

 

0 Kudos
Kaoscritters
Level 7

Re: HBO Max username and email changed via Roku Pay???

Well I’ve had HBO Max since hbo turned over to that via my Roku. I do not have smart TVs . Out of nowhere June 12th I get an email from HBO stating “thank’s for the update AETERNUS “…. I never updated anything. I check my main tv/ hbo is active, go to my downstairs tv where I typically must sign in and it says “restore service” ??? Look at my bank account- Roku Pay auto debit for it was taken out like normal.  Check my upstairs main tv again- hbo account info is this new user name and some crazy autogenerated mail.  I contact hbo and they said they can’t find my name , my previous username or my email for any accounts.. I can’t do the reset my password as it’s sending emails I gues to this autogenerated account.. no idea what happened here. And I just tried to contact Roku and naturally no one available yet

0 Kudos
Kaoscritters
Level 7

Re: HBO Max username and email changed via Roku Pay???

I don’t see anything in Roku indicating they did any changes- it still is working on that tv w my account info changed and I can log into Roku accounts w my previous info. That email from HBO obviously came to my current email address, but yet they have no record of my email or anything.. if I was hacked I would have thought I’d see changes??? But nothing unusual/ except this new user name and crazy email that I apparently can’t change- just really doesn’t make any sense.. 

0 Kudos
Kaoscritters
Level 7

Re: HBO Max username and email changed via Roku Pay???

So NO, story not in the middle, unfortunately.  I’m as confused as anyone reading this. The email of the “update”  came from HBO Max, to my current email.. no info of what the change was- but I’m assuming user name and email?? That I did not do or have access to the email on the account.. legit makes no sense, I know and agree. 

0 Kudos
DBDukes
Community Streaming Expert

Re: HBO Max username and email changed via Roku Pay???

Perhaps the email was sent in error. Or, it's a phishing attempt by some nefarious party spoofing HBO email.

DBDukes
http://www.dbdukes.com/
Roku Community Streaming Expert

Help others find this answer and click "Accept as Solution."
Note: I am not a Roku employee.
0 Kudos
Kaoscritters
Level 7

Re: HBO Max username and email changed via Roku Pay???

I’d say anything’s possible. But my account in HBO Max settings on the tv w it working, actually has been changed to the User Name in the email. And it says the email is that auto generated Email. ( I’m afraid to log out bcs apparently I won’t get back in) now for me to log into anything else Roku it’s my User Name and email I’ve had and no changes… so seeing none of you had this happen- I’m guessing I was somehow hacked?? 

0 Kudos
makaiguy
Community Streaming Expert

Re: HBO Max username and email changed via Roku Pay???


@Strega wrote:

... did you call someone when you set that TV up?


That was not an idle question.  If you can remember back to when you set up your Roku...

Did your initial attempt to enter the link code fail and were you then directed to go to a different "support" website or call a "support" phone number?  If so you didn't get to the actual my.roku.com site to link your Roku but instead got to a fake Roku site run by a scammer.  Many of them will charge a registration fee (something Roku does not do) but even if they don't they've now got your email and payment information.  In most cases the user is none the wiser because the scammer can set the user up with a working account.  Watch your charges like a hawk because the scammer can now place any charges to your payment account he wishes, and call them anything he wants so you can't assume any charges saying they're from Roku really ARE from Roku.  Challenge any unrecognized charges with the financial institution reporting these charges, as they can track them back to their actual origin.

In this case it sounds like the scammer had enough info to log into your Roku account and change the email address attached to the account so that you can no longer log in to manage your account.

Roku Community Streaming Expert

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

Roku Streaming Stick+ 3810 | TCL Roku TV 43S245/C107X | Roku Streaming Stick 3600
0 Kudos
Kaoscritters
Level 7

Re: HBO Max username and email changed via Roku Pay???

I did NOT have anyone set anything up- I did it myself. There haven’t been any weird charges on any of my accounts. 

0 Kudos