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SissySavage13
Level 7

Trouble logging in on Website

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I can NOT Sign in to my Roku account on the Roku website. AND i keep getting this message.

"The email address or password provided does not match our records. Tip: You can verify your Roku account email address from your device by visiting Settings"

 

$issy$avage
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1 Solution

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RokuDanny-R
Roku Employee
Roku Employee

Re: Trouble logging in on Website

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@SissySavage13 

Thanks for the post.

If you are having an issue with accessing your Roku account online, we would recommend the following steps:

  1. Go to my.roku.com/password/reset on your computer or smartphone.
  2. Enter your email (this can be found in Settings > System > About) and select Submit. Roku will send a password reset email if an account exists for that address.
  • Note: Your password reset link is valid for one hour. Check your spam, junk, or similar folders if you do not see the email.
  1. Open the link in the email. If it does not open automatically, copy and paste the link into your browser.
  2. Enter and confirm your new password on the Create password page.
  3. Select Submit.

For more information about retrieving your Roku account password, visit our Support page here: How do I access my Roku® account if I forgot my email address or password?

If you still need further assistance with accessing your account, please reach out to our support team directly here for your 'Account or billing' issue, here: https://support.roku.com/contactus. They will be able to further assist you.


Thanks,
Danny

Danny R.
Roku Forum Moderator

View solution in original post

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4 REPLIES 4\
DBDukes
Community Streaming Expert

Re: Trouble logging in on Website

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Did you go to Settings > System > About and confirm the email address showing there? Is that the email address with which you were attempting the login?

DBDukes
Roku Community Streaming Expert
Note: I am not a Roku employee.

If this post solves your problem please help others find this answer and click "Accept as Solution."

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SissySavage13
Level 7

Re: Trouble logging in on Website

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Yes i did

$issy$avage
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DBDukes
Community Streaming Expert

Re: Trouble logging in on Website

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Is that the same email address you use to log in to this Community Forum?

DBDukes
Roku Community Streaming Expert
Note: I am not a Roku employee.

If this post solves your problem please help others find this answer and click "Accept as Solution."

0 Kudos
RokuDanny-R
Roku Employee
Roku Employee

Re: Trouble logging in on Website

Jump to solution

@SissySavage13 

Thanks for the post.

If you are having an issue with accessing your Roku account online, we would recommend the following steps:

  1. Go to my.roku.com/password/reset on your computer or smartphone.
  2. Enter your email (this can be found in Settings > System > About) and select Submit. Roku will send a password reset email if an account exists for that address.
  • Note: Your password reset link is valid for one hour. Check your spam, junk, or similar folders if you do not see the email.
  1. Open the link in the email. If it does not open automatically, copy and paste the link into your browser.
  2. Enter and confirm your new password on the Create password page.
  3. Select Submit.

For more information about retrieving your Roku account password, visit our Support page here: How do I access my Roku® account if I forgot my email address or password?

If you still need further assistance with accessing your account, please reach out to our support team directly here for your 'Account or billing' issue, here: https://support.roku.com/contactus. They will be able to further assist you.


Thanks,
Danny

Danny R.
Roku Forum Moderator
0 Kudos