Roku Device Features, Settings & Updates

Help configuring Roku device settings, using Roku OS features such as screen mirroring, adjusting display type and audio settings, using Guest Mode, and assistance with software updates.
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philr
Level 7

Roku is listed as the user on my 2nd Roku device. Creating problems

Had trouble activating my Roku Premiere on my SECOND tv.  Roku support took over device and got it activated.  However, now when I have problems, my Roku shows Rokudevice180890@gmail.com as the email account and I can't get new streaming apps to link to both TVs as they have separate emails.  Help

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3 Replies
Strega
Level 12

Re: Roku is listed as the user on my 2nd Roku device. Creating problems

If, during activation, you go to a scam website, the website will tell you that activation failed (always) and that you should call a number (the scammer) to proceed.  At that point, the scammer ties to get money out of you, and it seems that they often activate the Roku on an account of their own creation since that gives them more opportunities to get money out of you.

Hopefully you can do a factory reset on your Roku and connect it to your own account.

 

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makaiguy
Level 20

Re: Roku is listed as the user on my 2nd Roku device. Creating problems


@Strega wrote:

If, during activation, you go to a scam website, the website will tell you that activation failed (always) and that you should call a number (the scammer) to proceed.  At that point, the scammer ties to get money out of you, and it seems that they often activate the Roku on an account of their own creation since that gives them more opportunities to get money out of you.

Hopefully you can do a factory reset on your Roku and connect it to your own account.


I agree 100%. 

Your two installations have two different emails shown because they are linked to two different accounts.  The channels are attached to the account, not the device, so all devices linked to the same account should get the same list of channels.

Just to be sure you understand, that second account came to be because that was not Roku support you were talking to, it was a scammer masquerading as Roku support.  When you went to link this new device, somehow you went to a scam site instead of the legitimate roku.com/link site.  When you first entered the code and it was rejected, that gave them what they needed to get it connected so you were none the wiser.  If they hit you with a registration fee, or any other charge just to register, those are scams.  They linked your second Roku to a Roku account of their making (hence the unfamiliar email address), and unless they gave you the password for that account, you can't even log into it. 

So do what @Strega said and do a factory reset to completely wipe the Roku's memory (via Settings > System > Advanced system settings > Factory reset) and set the unit up again from scratch.  This time link it to your existing Roku account, the one with your actual email address.  As this will be a new unit on this account, you'll have to log into any channels whose subscriptions require logins.

  • IMPORTANT! When linking your device you may be directed to go to roku.com/link. Type this in very carefully and verify that you actually do go there. Otherwise you can end up back at a scammer's fake Roku site again. If you end up at ANY site your web browser's address field does not indicate is on roku.com (other than the https://my.roku.com/link that you'll get redirected to), back out and try again.

And in the meanwhile, in the process of setting up that second account, the scammer probably got your payment information and now can place all the bogus charges he wants.  Watch your incoming charges like hawk and immediately challenge any you don't recognize with the financial institution the charges come in through.  The scammer can label his charges as anything he wants -- if an undrecognized charge says it comes from Roku don't assume it really is.

  • Roku Streaming Stick +, 3810X, Ser YH0059427035, wifi - Samsung UN55ES6100
  • Roku Streaming Stick, 3600X, Ser 5S56D8240827, wifi - JVC EM37T
  • TCL Roku TV 43S425/C107X, Ser X000001R60KV, wifi
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atc98092
Level 21

Re: Roku is listed as the user on my 2nd Roku device. Creating problems

@philr sorry, that wasn't Roku support you contacted. They were scammers, and I hope you didn't pay them anything. If you did, you should contest the charge on your credit card, and watch for fraudulent charges. 

As other here mentioned, the only way to get it connected to your true user account is to do a factory reset. Just make sure you go to the legitimate Roku site to link to your account: https://my.roku.com/link

 

Dan
Roku Stick (3600), Ultra (4640), Ultra (4670), Ultra (4800), Premiere (3920), Insignia 720p Roku TV, Sharp 4K Roku TV, Nvidia Shield, Windows 10 Pro x64 running Serviio and Plex on a wired Gigabit network.
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