Channel Issues & Questions

[CrystalB8974]

I recently bought a roku express to replace an older roku version, and I have lost my daughters profile. I had to set it up again from the beginning so none of her progress or shows are saved. Does anyone know how to fix that? 

[makaiguy]

Profiles are a feature of some channels, not of the Roku itself, so what channel are you talking about?  Any profile information is maintained by that channel.

When you set up the new Roku, did you link it to the same Roku account as you had previously? 

[CrystalB8974]

@makaiguy It’s my Netflix account, and it saved my profile, just not my daughters, but I called them and they said it would only be gone if I deleted it, which I did not. So I’m just wondering if it’s somehow the roku. It’s an express. And yes I did link it to the same roku account. 

[makaiguy · Accepted solution]

There are only two ways I can think of this happening, but I don't think either of them can apply here.

1)  Some early Roku models are unable to support multiple Netfix profiles.  Had you linked one such early model it only would only have gotten whichever was the original main profile on the Netflix account.  But all models from the last few years, including Express models, do support multiple Netflix profiles.

2) If you had two Netflix accounts, one with a single profile, and a second with both profiles,  and then logged into the first Netflix account, then you'd only have gotten the one profile.  But for this to happen, you'd have to have multiple paid accounts at once, something I'd expect you'd be aware of.

[CrystalB8974]

@makaiguy @Yes, I only have one account with Netflix, with both profiles. So at this point, I’m just going to assume that somehow her profile got deleted by Netflix somehow. Thanks for the reply.