Getting Started - Setup & How-to

Help getting started with Roku devices, including setup, connecting your device to your TV, linking a Roku device to your account at my.roku.com/link, adding channels, subscribing to services, and more.
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Level 7

ROKU device won't accept my email address

Fourth Roku. Others are fine. Tried to enter email address in Roku to activate it. Device said it was not working "the email address is not working".  Note connection is good as device had just updated itself. I tried 4 separate times to enter the email using a smartphone picture of my login which works on my computer then holding up smartphone to TV screen to verify it.

Can't proceed without being able to enter the address.

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9 Replies
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Level 18

Re: ROKU device won't accept my email address

Do a factory reset of the Roku, with it powered on, there should be reset button or pinhole, depress for longer then 30 seconds. Since it wasn't attached to your account already you won't have to re-input your credentials for a second time, since they weren't there in the first place. 

Edmund
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Level 7

Re: ROKU device won't accept my email address

Tried the reset. Entered everything all over again. Didn't help. Hung up on same place.


@Tivoburkee wrote:

Do a factory reset of the Roku, with it powered on, there should be reset button or pinhole, depress for longer then 30 seconds. Since it wasn't attached to your account already you won't have to re-input your credentials for a second time, since they weren't there in the first place. 


 

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Level 18

Re: ROKU device won't accept my email address

Entered what all again? After a reset you're on the language screen, then you have to enter internet network and password, if you can't get past this point you really haven't entered a thing. What is the model name and number of roku? 

Edmund
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Level 7

Re: ROKU device won't accept my email address

You have to do a lot more than just enter the PW.

It's a stick plus.

You have to sync the remote, verify the display, check that it can change TV volume, put in wi-fi password and verify connection AGAIN.

THEN you can re-enter the email address.

I already own three others of these. I've done it all before.

Remember, it hangs on the entering of the email address. Wish I could easily upload a pic but I have one of the TV showing the email with the message and one of my email right from my account. (I would of course "scribble" them out but they exactly match.

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Level 18

Re: ROKU device won't accept my email address

You never mentioned what model you had, you leave it up to use to assume. 

Edmund
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Level 7

Re: ROKU device won't accept my email address


@Tivoburkee wrote:

You never mentioned what model you had, you leave it up to use to assume. 


I apologize. It's a 3810X Streaming Stick +. I just got it today from Target. The stick had 3810X on it and the box had an SKU of 3810R.

I also heard from "support". They claim the problem is caused by the fact that it is a "private email" address - but that is the login address I use for the Roku site and, the address I need to use to link it with my other Rokus which also used that address and the address they used to email me their "answer".

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Level 7

Re: ROKU device won't accept my email address

We have the same problem. Bought two streaming sticks during Black Friday (Target).  One we've used with no problems for several months. The second we just tried to set up on a different tv. It asks for the password (the same one all the other Roku boxes use) and we get a screen that says it is sending a code, then a new screen that says "we'e sorry, the email you provided isn't working.

We've had this email for years.

We thought there was an internet problem so we disconnected the Roku on the kitchen TV and tried connecting the new Roku stick. Same problem.

How do I return this stick under warranty. I read reviews online that said people were having intermittent problems. This is particularly concerning since we had to buy new equipment because Roku stopped supporting older models.

Is Roku having issues because of all the people staying home now?

 

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Level 7

Re: ROKU device won't accept my email address

What I gather fro the from the replies from "support" is that they have changed their software to verify the email address and will not accept "private" email addresses i.e. those that are not coming from real servers and are instead coming from masked servers. My existing account uses one of these masked servers as I want to keep my real email private. However, the existing Roku devices on my account were added before this change to their software so registered properly.

It has taken multiple back and forth emails over as many days just to get to that point because they don't really read what I send and are more interested in marking the problem as resolved than they are in answering or explaining why. In fact, on one of their replies, they told me how to change my password(!) (unneeded, unwanted, and unrelated) which wasted a couple of days of emails.

When I asked specific questions as to how to proceed, they ignored those and told me to use a different, unmasked email. Doing so requires that you set up a new account but that's not what I want as then one of my devices would be on one account and the rest on the other. They made no suggestion and I can find no online help in merging the two accounts if I do so as an intermediate fix.

I have written a snail mail letter to Anthony Wood, the CEO of Roku asking if he can get a simple thing like this resolved. I await his reply.

I suppose they don't have the ability, authority or interest to override the system to manually register my Roku or calling me (since I can't call them these days) to discuss solutions.

If I don't get an adequate resolution soon, I'll return the Roku as "defective" and buy a competing product and eventually replacing the other Roku devices with that other product. I'd prefer to keep it as I like the idea that Roku is independent and my use of them doesn't involve me dealing with what I consider the worst offenders of privacy and security.

I retired as a computer and network privacy and security consultant for a major computer company so I do what little I can to protect the little privacy we have left. In fact, when traveling (which was quite often until this past month), I would connect my "traveling Roku" to the VPN in my mini-router so that it would appear to be in a different city to keep out the prying eyes of the hotel chain and their ISP and limit any other company's knowledge of my location. I bought this Roku specifically to become my new "traveling Roku" so I wouldn't have to pull one repeatedly off one of my TVs.

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Level 7

Re: ROKU device won't accept my email address

Wow @me_little_me 

Thank you - that's probably the issue. I have multiple Roku boxes on this email account and I'm not inclined to have to redo every single box to get them to log in. Oye!

I get they are trying to strengthen security but good grief I've been a customer for more than a decade at this address. This must be a recent "unannounced" change. We bought two sticks at the same time during cyber Monday and installed the other one in December. So where was the notification to those of us who manage to get their emails about everything else?

I might do the same thing. Just return it as defective. We can Chromecast off our iPads and at this point, who wants to manage two different accounts? Plus I love your idea about having a traveling stick when I'm out for business. Wouldn't it make more sense to allow us to have a secondary email account on our main account to eliminate the stress?

With the situation more people are stuck at home with various members of the family streaming content on more than one TV and this is one more layer of bureaucracy I don't need. My poor husband spent a half hour trying to get it work and NOWHERE on this site does Roku address the email issue.

Sigh - yep - former engineer who wishes there was someone at these tech companies familiar with their customer base needs.

Thanks for the answer. Guess I won't go out and try to get a replacement this weekend.

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