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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Wesley77
Level 7

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

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Hi! Can anyone help me with this problem it's been days. So I did a factory reset on my Roku (which I bought months ago) because some of the apps don't seem to work. Then I did the activation then on the email part, I forgot the email that I used on my roku so I tried all of the possible emails that I would use. Every time I use them, I always get a message that my email was invalid or We can't seem to reach you by email. Please try again later. It didn't work so I did a reset on my roku but nothing happens. Someone help me with this issue.

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RokuKariza-D
Roku Employee
Roku Employee

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

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Hey @Wesley77

Thanks for reaching out here in the Community!

Please reply here with the serial number/device ID of your Roku device. It can be located at the back or underneath the player itself.

Once we have the information needed, we'll be able to provide it to our Support team who will further help you out. 

All the best,
Kariza

Kariza D.
Roku Forum Moderator
Wesley77
Level 7

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

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Thank you for responding! Here's my Roku's serial number: JF3088627632

I wish you can answer this too because my Youtube won't work on all of my Roku. I always receive a message that says The channel did not launch please try again later. Anyways, thank you for reaching out. My roku has been like this for hours.

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RokuKariza-D
Roku Employee
Roku Employee

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

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@Wesley77

Appreciate the prompt reply.

I have passed along your information and concern to our Support team. They will follow up and further assist you through email.

Regarding your YouTube concern, removing the channel and then re-installing it may help. To ensure the process is successful, make sure you restart your Roku device before adding the channel again.

Check out this link for detailed instruction with the suggestion above: How do I resolve channel playback issues?

Please keep us posted!

All the best,
Kariza

Kariza D.
Roku Forum Moderator
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Wesley77
Level 7

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

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Thank you! I will wait for the email. As of now, I can't receive an email for activation of my Roku Account. My email is valid but it still says We can't reach you by email. I will try the Youtube one. 

My roku was factory reset yesterday because like I said some apps don't work but I forgot the email that I used. So, I used another one, but I always receive a message. Hope you can resolve this issue.

Thanks a lot!

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Wesley77
Level 7

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

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I still haven't receive the email from the Support Team. And I can't create a Roku account using a new email that I made. I always get the message that says: We can't seem to reach you by email and The email you provided isn't working. But on the streaming channels button it says I can create or link my Roku account, but I forgot what I used before I factory reset it. So I used a new email, but it still doesn't work, it's valid.

I'm sorry for replying constantly. I don't know why this has happened but it has been like this for a day or two.

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Kcolon293
Level 7

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

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Still won't work after I reseted my tv 

 

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RokuKariza-D
Roku Employee
Roku Employee

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

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Thanks for the update @Wesley77

Could you tell us where are you currently located? We'd like to know more about how we can help.

All the best,
Kariza

Kariza D.
Roku Forum Moderator
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RokuKariza-D
Roku Employee
Roku Employee

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

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Hey @Kcolon293

We're here to help!

Please reply here with the serial number of your Roku device/TV. It consists of 12 alphanumeric characters and can be located at the back of the TV or underneath the player itself.

Once we have the information needed, we'll be able to provide it to our Support team who will further help you out. 

All the best,
Kariza

Kariza D.
Roku Forum Moderator
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Sbfresh
Level 7

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

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Having the same issue. Just bought a TCL ROKU tv yesterday and can’t get past that screen.  Please advise or I will return the tv. 

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