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HELP! Broke remote. Can't connect the mobile app to my Roku.

My dog chewed up my remote. I'm going to order a new one on Amazon... when I figure out which one I need. I just downloaded the Roku app and planned on using that as a temporary remote. However, it can't connect to my Roku and says it is on a different network? Even though there is only one network... and both the Roku and my phone are already connected to it. Any suggestions on what I can do to fix this? I can't seem to get in touch with tech support or customer service. Please help me get my TV going tonight! Thank you in advance... From both me and the dog. 

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Re: HELP! Broke remote. Can't connect the mobile app to my Roku.

The play store has quite a few remote apps. Maybe one will work. Unified is a cool app that I use as a mouse or keyboard for my PC.  I'm currently having the same issue but I can't find the remote to even connect to my network in the first place haha. 

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Community Streaming Expert

Re: HELP! Broke remote. Can't connect the mobile app to my Roku.

The remote you need depends on what Roku you have. 

Is it:

  1. A Roku DEVICE that connects to the TV via an HDMI cord?
  2. A Roku Streaming Stick DEVICE that can connect directly to the TV's HDMI port without a separate HDMI cord?
  3. A Roku TV, i.e. one that has Roku capabilities built in?


Roku Community Streaming Expert
I am not a Roku employee, only a user like you.  Please, no support questions via private message -- post them publicly to the Community where others may benefit as well.
If this post solves your problem please help others find this answer by clicking "Accept as Solution.".

Ultra 4800 | Streaming Stick 4K+ 3821 | TCL Roku TV 43S245/C107X
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Retired Moderator

Re: HELP! Broke remote. Can't connect the mobile app to my Roku.

Hello @Lexxxi207

Thanks for posting in the Roku Community!

Please note that you have the option to use the mobile app in replacement of your remote, your TV must be connected to the WiFi network that you can use a Roku mobile app from your phone. The Roku mobile app will work only when the Roku TV and the phone are connected to the same WiFi network.

Here's a link to our support page to find out more about the feature:

How to install the Roku® mobile app

How to connect the Roku® mobile app to your Roku device over Wi-Fi 

However, if there's any changes on the network (SSID and password), you will need a physical remote in order to input your new password and connect to a new wireless network. For US customers, you can check out replacement remotes in our accessories store here 

Hope this helps! Let us know if you have any other concerns.


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