Network - Wireless & Wired Connections

Help & troubleshooting for network issues, including connecting your device to your home Wi-Fi network, connecting to public networks, troubleshooting wireless issues & ethernet connections, and optimizing streaming performance.
cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
GPbear
Level 7

will not accept my email address for new express 4k+

I can gain access to my account on my laptop but trying to set up my new express 4k+ I cannot get roku to accept my email address.  Everything is typed correctly but no joy.  I even went into my account and re-entered everything.

Tags (1)
0 Kudos
12 REPLIES 12\
DBDukes
Community Streaming Expert

Re: will not accept my email address for new express 4k+

@GPbear 

Try turning it off and on again. Seriously, unplug it, let it sit for a minute, then plug it back in. That may undo whatever glitch you're having.

Failing that, do a Factory Reset and try again. With power applied, press and hold the Reset button for no less than 30 seconds. Then try again.

DBDukes
Roku Community Streaming Expert
Note: I am not a Roku employee.

If this post solves your problem please help others find this answer and click "Accept as Solution."

0 Kudos
GPbear
Level 7

Re: will not accept my email address for new express 4k+

Nope.  Neither works.  I believe there's an issue on the sign up site with my email.  Works fine to log into my account but it won't accept it on setup.

It says, "...sorry, the email you provided isn't working"

Well, it works so I have no idea what's going on.

Thanks for the ideas.

0 Kudos
StreamerUser
Level 20

Re: will not accept my email address for new express 4k+

@GPbear 

Try calling Roku CS:    (816) 272-8106        choose option 2 (Setup/Activation)

0 Kudos
GPbear
Level 7

Re: will not accept my email address for new express 4k+

Might as well be an unlisted number.  Currently the C/S line is for billing questions only.  They give you option #2 but when you hit it that's when they let you know, billing only.  Have to go online for support so no live people.  The Roku I replaced won't even work on the tv now.  They're both wanting me to start@ the beginning and I get hung up @ my email and everything is correct.  Anyone from Roku who knows something ever read these?

0 Kudos
StreamerUser
Level 20

Re: will not accept my email address for new express 4k+

@GPbear 

I just called it, option 2 is working for first time setup/activation - goes to an agent (after a stated 4 minute wait).

You need to call it again and be patient.

0 Kudos
GPbear
Level 7

Re: will not accept my email address for new express 4k+

Well, got through and after a long call, entering my EM more times without success, I was given a case number and told they'd be in touch.  They responded and told me to enter my email again and read it carefully.  Really?  so far I have not received any help from Roku.  Should have stayed with my old Roku even if it doesn't work all the time.

0 Kudos
RokuDanny-R
Roku Employee
Roku Employee

Re: will not accept my email address for new express 4k+

@GPbear

Thanks for the post. I'm sorry to hear about the experience—that's not what we aim for.

I have passed along your concerns to our Support team. They will follow up and assist you further.


Thanks,
Danny

Danny R.
Roku Forum Moderator
0 Kudos
GPbear
Level 7

Re: will not accept my email address for new express 4k+

Danny,

Thanks.  A few minutes ago I could not log onto this site.  I said my email was not correct.  I checked "forgot password" and received the email with the link to reset the password . Typed in the old one and was immediately logged on.   Still can't use the new device or the old one I removed yet.  I won't dare touch the one we have left that's working.

I just can't believe the second guy told me to carefully check my email for typos after I did it so many times for the other guy, not to mention the times for myself before contacting Roku.  Wow!  "What we have here is a failure to communicate".

All the best and again, appreciate the help.

0 Kudos
GPbear
Level 7

Re: will not accept my email address for new express 4k+

Update:  They are calling me tomorrow so maybe we'll get to the bottom of the problem. 

0 Kudos