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pixel2
Newbie

Unknown family logged into apps on my Roku's

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I've seen many posts and threads about different people being signed into apps on someone's Roku devices, yet there has been no definitive answer as to how this breach happens or how to resolve it. There was no "Reply" button available to me, so I couldn't respond there.

I'm the only one who uses Roku in my home, yet when I've happened to look on several apps (Disney +, Hulu, Peacock, etc.) on my screen, a family I don't know is logged in and shows their avatars. I logged out of those I could and deleted what I could, although I'm unable to get rid of the main account on Disney + without the password.

Roku, what the heck is going on here? I've sent a message to support with no response. This is a terrible breach of security, and I can only wonder if my information is showing on someone else's Roku's.

Like many others who have posted these types of breaches, I would like an answer as to why this is happening and how to fix it. My Roku TV and other Roku devices were purchased new and no one else has had physical access to them. At first I thought it was a breach of my WiFi, but I have determined from the zip code provided in one app that the family apparently resides in another town over twenty miles away.

#roku security breach, #strangers on my roku devices

1 Solution

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RokuLianna
Retired Moderator

Re: Unknown family logged into apps on my Roku's

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Hi @pixel2

Welcome to the Roku Community!

It sounds like your Roku device may have been compromised, potentially through a security vulnerability or through someone gaining unauthorized access to your account. Here are some steps you can take to try and resolve the issue:

  • Change your Roku account password: Go to my.roku.com and log in to your account. Click on "Update" under the "Password" section and create a new password that is unique and strong.
  • Check for unauthorized users: Go to my.roku.com and log in to your account. Click on "Linked Devices" and review the list of devices connected to your account. If you see any devices that you don't recognize, remove them from your account by clicking "Unlink".
  • Check for unauthorized subscriptions: Go to my.roku.com and log in to your account. Click on "Manage your subscriptions" and review the list of subscriptions. If you see any subscriptions that you don't recognize, cancel them immediately.
  • Factory reset your Roku device: To do this, go to Settings > System > Advanced system settings > Factory reset. This will erase all settings and data on your Roku device, so you'll need to set it up again from scratch.

It's important to take action to protect your account and personal information. Make sure to create strong, unique passwords and enable two-factor authentication if possible. You may also want to regularly review your account activity and linked devices to ensure there are no unauthorized access attempts.


Warm Regards,
Lianna

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2 REPLIES 2
RokuLianna
Retired Moderator

Re: Unknown family logged into apps on my Roku's

Jump to solution

Hi @pixel2

Welcome to the Roku Community!

It sounds like your Roku device may have been compromised, potentially through a security vulnerability or through someone gaining unauthorized access to your account. Here are some steps you can take to try and resolve the issue:

  • Change your Roku account password: Go to my.roku.com and log in to your account. Click on "Update" under the "Password" section and create a new password that is unique and strong.
  • Check for unauthorized users: Go to my.roku.com and log in to your account. Click on "Linked Devices" and review the list of devices connected to your account. If you see any devices that you don't recognize, remove them from your account by clicking "Unlink".
  • Check for unauthorized subscriptions: Go to my.roku.com and log in to your account. Click on "Manage your subscriptions" and review the list of subscriptions. If you see any subscriptions that you don't recognize, cancel them immediately.
  • Factory reset your Roku device: To do this, go to Settings > System > Advanced system settings > Factory reset. This will erase all settings and data on your Roku device, so you'll need to set it up again from scratch.

It's important to take action to protect your account and personal information. Make sure to create strong, unique passwords and enable two-factor authentication if possible. You may also want to regularly review your account activity and linked devices to ensure there are no unauthorized access attempts.


Warm Regards,
Lianna

pixel2
Newbie

Re: Unknown family logged into apps on my Roku's

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Thank you, Lianna, I appreciate the information and fast response. Yesterday I changed my password and made it so a pin is needed to add channels. Also checked to make sure there weren't any unauthorized subscriptions.

But, following your instructions I did find a Roku TV linked to my account, nearly a year before I actually purchased a Roku TV. I don't recall ever purchasing one and returning it, and if I had, I would have replaced it at the time. So I'm deleting that unauthorized TV. **Edit: I looked in my transaction records and see that I did purchase a TV in 2020 and returned it about a month later when the sound went out. Most likely Walmart resold it and for some reason the sound was working for the new purchaser. It never occurred to me at the time to wipe out my Roku information. Lesson learned. **

I also see that somehow I ended up with two Roku accounts over the years, so I'll delete the first one and factory reset the Roku's. That email address is the one associated with the devices that have the unknown family on them.

I'll be sure to periodically check my account activity from now on.

Thanks again for your help.

Kind regards,
pixel2

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