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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imacphee
Level 8

“We can’t seem to reach you by email”

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I got my new Roku Premiere in the mail today, but I get the message “we can’t seem to reach you by email” every time I try to enter an email address to activate the device. I’ve tried multiple emails but get the message each time. I’ve also done a factory reset two times and tried a different WiFi.

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RokuDanny-R
Roku Employee
Roku Employee

Re: “We can’t seem to reach you by email”

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Hi everyone,

Thanks for the posts.

Please be aware that there was an issue preventing new activations that has been resolved. We would recommend trying to activate your Roku device again to see if you are still experiencing an issue.
Please keep us posted.


Thanks,
Danny

Danny R.
Roku Forum Moderator

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RokuMary-F
Roku Employee
Roku Employee

Re: “We can’t seem to reach you by email”

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Hi everyone,

Thanks for reaching out to the Roku community!

We appreciate your patience regarding this matter. I understand that you are receiving an error message "We can’t seem to reach you by email" when activating your Roku devices.

You can try performing a factory reset on your device. This will reset all settings and return 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 ... 

Follow the steps below from your Roku device to perform a factory reset.

  1. Press the Home button home on your Roku remote.
  2. Scroll up or down and select Settings.
  3. Select System.
  4. Select Advanced system settings.
  5. Select Factory reset.
  6. Select Factory reset everything and follow the on-screen instructions.

If you are still unable to resolve the issue please provide the serial number/device ID on your Roku device. I'll be able to pass along the information to the appropriate Roku team to investigate further.

I hope this helps! I'll be here if you need anything else.

Many thanks,
Mary

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396 REPLIES 396\
miafrate
Level 8

Activation problem - “we can’t seem to reach you by email”

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Bought a second Roku express. At the activation screen, I enter my email address for which I already have an account. I get the error message: “We can’t seem to reach you by email. Please try again.” I clicked “resend” multiple times and i get the same message. 

I also tried to set up a new Roku account with my wife’s email address but I get the same error message. 

Both addresses are real email accounts. 

I did a factory reset using the button on the back and it still gives the same error message. 

Thanks for any help. 

Danielleclaire
Level 8

Re: “We can’t seem to reach you by email”

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I am having the exact same issue. Someone help! 

miafrate
Level 8

Re: “We can’t seem to reach you by email”

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I have the same problem. Just posted the same issue in another thread. 

Acava1
Level 8

Re: Activation problem - “we can’t seem to reach you by email”

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We are having the same issue. We did get the email to s to are but still says it can’t reach me by that email and won’t leave this screen. Same issue for over an hour 

Michaelroma91
Level 7

Re: “We can’t seem to reach you by email”

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Same thing happening here 

Derek15
Level 7

Re: “We can’t seem to reach you by email”

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I have having the same problem

Oshlivia
Level 7

Re: Activation problem - “we can’t seem to reach you by email”

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I’m having the same issue! 

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Danielleclaire
Level 8

Re: Activation problem - “we can’t seem to reach you by email”

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Same thing is happening to me. I got the email -several actually - and still not working 

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Dmacneil
Level 7

Re: “We can’t seem to reach you by email”

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Having same issue,

Seems to be server related. General overall issue. Support said a few minutes to a few hours to resolve.

 

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