Roku mobile app

Discover troubleshooting and helpful tips for the Roku mobile app. Learn how to use the Roku remote on your phone, add channels, privately listen, and more.
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mamabear_87
Reel Rookie

Re: Also Cannot login to Roku Mobile App

Still not working today either, I removed the app and installed it again, still getting the same error message:

 

Error

Something went wrong, please try again later.

 

I tried putting in the wrong password on purpose to see if the message would change and say it was the wrong password, nope, same error.

 

 

issue ID NN-067-623

Model: G829X - Roku TV

Software version: 12.5.5 • build 4174-CT

GC version: 10.7.26

 

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crk1918
Channel Surfer

Re: Cannot login to Roku Mobile App

The above screenshot is an Android eight-point one. My current Android phone is Android 13. Also, I tried another Android phone Android 12 (Samsung g70u), still does not let me sign in.  Due to privacy reasons, I would not provide any serial number here. 

Android APP version: 10.0.1.2953175(all latest versions from Play Store).

 

With that being said, I also tried my account on an iPhone(iOS 15.7.6), and it works perfectly fine. It seems to be my sign-in problem with my Android phone. 

 

Best, 

 

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renojim
Community Streaming Expert

Re: Cannot login to Roku Mobile App

@crk1918, I know it's not going to be particularly helpful, but I was able to log in on my Android 13 phone with the same app version as you.  When I first tried to log in I got the same "email or password doesn't match" message and I thought, "Oh no, I'm getting the same thing", but when I used the show password "eyeball" icon I noticed that I did have one letter wrong.

Roku Community Streaming Expert

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crk1918
Channel Surfer

Re: Cannot login to Roku Mobile App

@renojim 

Thank you for the tip, but yeah, this is not it, I double check my password and email.

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RokuCarly
Community Moderator
Community Moderator

Re: Also Cannot login to Roku Mobile App

Thank you, @mamabear_87.

We appreciate you for providing us with the precise requested details. 

Rest assured that we will include your device in the process of investigation and once we've been notified of updates we will make sure to let the community know.

In the meantime, your patience and understanding are highly appreciated as we work on this. If there's anything else we can be of assistance with, please don't hesitate to let us know and we'd be more than happy to continue doing so. 

Best regards,
Carly

Carly Y.
Roku Community Moderator
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RokuCarly
Community Moderator
Community Moderator

Re: Cannot login to Roku Mobile App

We're grateful to have you here in the Roku Community, @crk1918!

It is highly appreciated that you've brought this to our attention and we sincerely apologize for any inconvenience this may have caused you. 

As we checked, you've been provided with troubleshooting methods to no avail. In this case, we would be more than happy to coordinate this with the appropriate Roku team to include your device's information in the process of investigation and correction.

With this being said, kindly provide us with the following details below:

  • Roku device model, serial number, device ID, and current OS version. (this can all be found in Settings > System > About)
  • Tracker ID (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)

If you don't want to post these details publicly, you can send me a Private message here. To send a PM, kindly select my username, View Profile, and on the right side of the page, select Send this user a private message.
We'll be looking forward to your response!

Best regards,
Carly

Carly Y.
Roku Community Moderator
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Rob69
Reel Rookie

Re: Cannot login to Roku Mobile App

TFW best solution throw out the window

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BossyBear
Newbie

Re: Cannot login to Roku Mobile App

I used this app for years on my Android phone. Now I can't login on the Android App. Seems like it was update recently.

I can login to the website, changed my password for my account.  Still can't login on Android.

iOS 15.8.1 on an iPad works fine, just logged in with the new password.

Android 11 on a Galaxy Tab A works fine.

On my Moto G7 Plus running Android 13 I get an error message

"Unable to sign in"

"The email address or password provided does not match our records"

But, the email and password are indeed correct, as demonstrated by the ability to login on the website , this forum, and other devices.

At very least the provided error message is misleading and is not indicative of the actual problem.

It's "Guest mode" for I suppose. Sad.

 

 

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RokuJanadeeK
Community Moderator
Community Moderator

Re: Cannot login to Roku Mobile App

Hi @BossyBear,

We hear and completely understand your concern regarding the Roku mobile app. This is not the experience we want you to have.

We believe there's an ongoing investigation by our Roku engineers regarding this concern. To include your device in the said review and investigation, kindly provide us the following:

  • Roku device model, serial number, device ID, and current OS version. (This can all be found in Settings > System > About.)
  • Tracker ID (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID).
  • Mobile (tablet) phone OS version, model, and app version.

Once a few more pieces of information have been gathered, we will be able to pass them along to the appropriate support team to investigate further. We look forward to hearing back from you.

Sincerely,
Janadee

Nadee K.
Roku Community Moderator
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BossyBear
Newbie

Re: Cannot login to Roku Mobile App

Model: Motorola Moto G7 Plus (lake)

SN: ZF6524MMHX

OS: /e/ OS v1.20-t-20240222382228-dev-lake (Android 13)

Roku App version: 10.0.3.3110134

My wife also has the exact same phone and exact same problem.

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