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Heatherlmcd
Level 7

How to reset Roku TV after family members death

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Hi there!  I recently received a Roku TV as part of my father-in-law’s estate following his death. I am able to see which email he used for his TV, but I do not have a password for the Roku account. I am unable to simply use the “forgot password” feature as I have no access to his email. I am afraid to do a factory reset as I have read that the original user still needs to unlink the device from the account in order for me to be able to log into mine. Any information on how to proceed would be greatly appreciated. 

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RokuDanny-R
Roku Employee
Roku Employee

Re: How to reset after family members death

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@Heatherlmcd 

Thanks for the inquiry.

You would simply need to try to perform a factory reset on the device. When you perform a factory reset on a device, it a) unlinks your Roku device from the Roku account and b) resets all settings and returns your Roku device to a state ready for initial setup.

For more information on how to perform a factory reset, visit our Support page here: How do I factory reset my Roku® streaming device?


Thanks,
Danny

Danny R.
Roku Forum Moderator

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RokuDanny-R
Roku Employee
Roku Employee

Re: How to reset after family members death

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@Heatherlmcd 

Thanks for the inquiry.

You would simply need to try to perform a factory reset on the device. When you perform a factory reset on a device, it a) unlinks your Roku device from the Roku account and b) resets all settings and returns your Roku device to a state ready for initial setup.

For more information on how to perform a factory reset, visit our Support page here: How do I factory reset my Roku® streaming device?


Thanks,
Danny

Danny R.
Roku Forum Moderator

View solution in original post

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marilynnhiatt
Level 7

Re: How to reset after family members death

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Will this terminate that account? because in my case it's my deceased grandfathers account but its connected to my grandmothers bank account and is still taking money out monthly and we NEED this to stop ASAP. PLEASE HELP!

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Visitor45763
Level 14

Re: How to reset after family members death

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@marilynnhiatt 

Roku TV by itself doesn't charge anything. Home>settings>Payment method lets the user add a credit card (not a bank account) to buy premium content. It says to visit go.roku.com/pay for more payment options. That allows linking to a PayPal account. Maybe that's where your grandmother's bank account is specified. If your grandmother has a PayPal account, maybe your grandfather linked that. If so, your grandmother could go into her PayPal account and manage recurring charges (cancel any she doesn't want/recognize).

You could privately message @RokuDanny-R with the account details from the tv's home>settings>system>about (at the bottom of that screen it shows the email address used for the Roku account). Maybe he could get the payment info removed from the account.

If it was the grandfather's PayPal account, and Roku can't delete the payment info from the grandfather's Rolu account, I would consider closing the bank account (open a new one). 

"People are often amazed at how much we’ve done with the number of engineers we’ve got." (Roku CEO Anthony Wood, Austin Statesman, Oct 4, 2019). "Amazed" is one way of putting it.
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RokuDanny-R
Roku Employee
Roku Employee

Re: How to reset after family members death

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@marilynnhiatt 

Thanks for the inquiry.

First off, we're sorry to hear about your recent loss.

If you need further assistance with your account related issue, 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
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