Roku Mobile App

Help with the Roku Mobile app on Android and iOS, adding channels, using remote control functionality, playing content from The Roku Channel, using Play on Roku, mobile private listening, and more.
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daggertrout
Level 7

Cannot login to app

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I'm using the latest version of the Roku app for iOS on a 6S but every time I try to log in I get a username/password error. I can log in just fine with the website.

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Community Manager
Community Manager

Re: Cannot login to app

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Hi everyone! 

Quick update to share. We've released a new version of the iOS app that should help address this issue. Please make sure to update the Roku mobile app and let us know if you're still running into this behavior. 

 

Thanks,

Tanner

Tanner D.
Roku Community Manager

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DBDukes
Level 10

Re: Cannot login to app

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"daggertrout" wrote:
I'm using the latest version of the Roku app for iOS on a 6S but every time I try to log in I get a username/password error. I can log in just fine with the website.

I just logged in to the Roku app on my iOS device. (Not an iPhone 6S though.) That indicates the app is working.

Are you running iOS 12.1.4? If not, update your phone.

I’d also suggest deleting the app from your phone, shutting down all apps (double-click Home, swipe open apps up/off), and shutting down the phone. Full power off. After a minute, power up the phone and re-download the app and try signing in.

Oh, are you typing the password or using a password manager or the built-in keychain functionality? Try typing in, using the same password you’re typing on your computer. Check that, if you’re using a password manager (or built-in browser password management).
DBDukes
http://www.dbdukes.com/
Roku Ultra (4660)
Roku Premiere+ (3921)
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jeffrok
Level 12

Re: Cannot login to app

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Also, make sure you're logging into the app with your Roku account credentials, and not your Roku forum credentials..
Yeah, I got some Rokus.
https://youtu.be/d1CSEeqWl10
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daggertrout
Level 7

Re: Cannot login to app

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Tried all that.
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DBDukes
Level 10

Re: Cannot login to app

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"daggertrout" wrote:
Tried all that.

Questions were asked. You didn’t answer. If you don’t want to answer questions, fine. I’ll back away from your issue now.
DBDukes
http://www.dbdukes.com/
Roku Ultra (4660)
Roku Premiere+ (3921)
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Arni
Level 7

Re: Cannot login to app

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I have exactly the same problem w/IPhone 6s. Have the latest OS, rebooted etc. No luck. Looks like a Roku bug specific to 6s.
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Rb8623
Level 7

Re: Cannot login to app

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Not just an iOS bug, I'm using Android and it won't allow me to login either.
Something's wrong.
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Community Manager
Community Manager

Re: Cannot login to app

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@Rb8623  Have you tried removing the mobile app from your phone, restarting it, then adding the app back once more? Have you confirmed that you are using the correct email/password by logging into your account separately in a browser? 

If the issue continues to only occur in the mobile app, please provide the following details:

- Do you get any specific error messages?

- What specific make/model of Android/iOS device are you using, and what version of Android/iOS do you have installed? 

- What version of the Roku mobile app do you have installed? 

 

Thanks,

Tanner

Tanner D.
Roku Community Manager
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Arni
Level 7

Re: Cannot login to app

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I have not tried reinstalling the app because other people already tried and failed.

Yes, I have confirmed that login is correct and that Roku is up and running, by immediately, after receiving an error message, logging in from a different device (a Windows laptop). No problem there.

1. Error message: Unable to sign in. The email address or password provided does not match our records. Okay.

2. I am using IPhone 6S+, with the latest OS v13.2.

3. Roku version: in System Info for Roku, it lists version as: 9.2.04131

Thanks
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Community Manager
Community Manager

Re: Cannot login to app

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@Arni Just to confirm that this doesn't work, please try removing the app, restart your phone, then add the app back once more. 

Please let me know if that doesn't do the trick. 

 

Thanks,

Tanner

Tanner D.
Roku Community Manager
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