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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Twistdcookie1
Level 7

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

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Here’s what I did to fix this (from another user, NOT Roku support):

Factory reset again. DO NOT set up internet, skip this until after you activate.

Enter your email, and the message should go through this time. Once you activate, go back and set up internet.

Hope this works for you like it did for me… Good Luck!

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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 @phuketexpat,

Thanks for keeping in touch and for an update.

Have you tried performing a factory reset on your Roku device to see if that resolves the issue you are experiencing?
For more information about how to perform a factory reset, visit our Support page here: How do I factory reset my Roku® streaming device?

If you are still having any issues with your completing the activation process and still receiving an error message, please provide the serial number of your Roku device so we can assist further.

We appreciate your patience with this matter!

Regards,
Mary
 

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EClsWife
Level 7

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

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Are you serious? We have all tried a factory reset and gave you our serial number and still absolutely nothing! This is so beyond ridiculous. If roku doesn't work just say that. 

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Sadcustomer
Level 7

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

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And another who cant be reached

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RokuMary-F
Roku Employee
Roku Employee

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

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We appreciate your contact, @Sadcustomer.

If you are still having any issues after following all the troubleshooting steps that are previously posted, please provide the serial number of your Roku device along with a summary of the issue including the error message and troubleshooting steps done to try to resolve the issue. I'll be able to assist you further from there.

Please be aware that we are actively monitoring and investigating the discussions on this thread. Thanks again for your continued patience.

Thanks,
Mary

 

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RokuMary-F
Roku Employee
Roku Employee

Re: Email is not going through

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Hi @YogiB3ar,

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.

Many thanks,
Mary

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jimg725
Level 7

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

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Hello,

My dad is having this issue right now. He has a valid email address...but now roku is throwing this error message? This does not make sense. Please help me fix this so he can watch tv again.

Thanks!

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Twistdcookie1
Level 7

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

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Factory reset (instructions on previous posts) and SKIP THE INTERNET SETUP UNTIL AFTER ACTIVATION. Then retry the email address. It worked for me (and several previous posters to this thread). After you have activated, go back and set up internet. Why Roku hasn’t posted, published, or commented on this fix is beyond me. Good luck!

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Twistdcookie1
Level 7

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

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See my new post

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Twistdcookie1
Level 7

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

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@RokuMary-F your replies are useless to the folks here who are having problems with this error message. FACTORY RESET THEN SKIP THE INTERNET CONFIGURATION STEP!! Go back after activating and set up internet to download apps. 

Hey Roku, maybe fix this glitch if you want to take over the streaming world…

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