Smart home app

[Starcatcher_3]

@RokuDanny-R 

I am also trying to login to my Roku smart Home App. I get the error “The Email address or Password does not match our records” this is an abrupt issue as before midnight EST I was able to look at my cameras no issue and now I can’t. I am on an iPhone 13 and have deleted and reuploaded the app twice. Reset my password three times. Tried on my wife’s phone. (Also a 13)  and even rest my device. I can sign in on a web browser to Roku.com no problem but get the error only from the app. After some research this seems like an ongoing problem for Roku with very little interaction from your support group. My Roku version is at v1.1.5 (6). Please advise in a prompt and efficient manner.

[RokuAustin · Accepted solution]

Hey @Starcatcher_3, wanted to thank you for your first post on the Roku Community. We're definitely here to help solve this issue for you.

At this point, it sounds like you've done a lot of awesome troubleshooting and we'd actually like to have a member of our escalated Smart Home team reach you directly over the phone to confirm your account details with you.

A few notes that might help you or anyone else running into this issue...

• Ensure you're using the right email address. Many folks have multiple email accounts and can forget which is in use on their Roku account. It's an easy mistake. Double-check by logging in directly at http://my.roku.com. We can see the account you're logged into here on the Roku Community is the account with the Roku Smart Home cameras associated with it. Make sure that's the same account that you're using. Believe it or not, we see people with multiple Roku accounts all the time.
  
  
• If you're using a password manager, turn it off, and try typing in your credentials manually. Ensure you aren't accidentally adding any spaces before or after the email address or password.
  
  
• Are you able to log in using the standard Roku Mobile App (not the Roku Smart Home App)?

Still no luck? It's time for reinforcements. Send me a DM and we'll have a member of our team contact you over the phone.

[Brendenb1997]

That didn’t work for me. I have uninstalled, reinstalled, signed in on my browser, etc. I cannot sign into the smart home app. 

[RokuDanny-R]

Greetings @Brendenb1997 

Welcome to the Roku Community and thanks for posting regarding the issue you are experiencing.

Are you making sure to log into the Roku Smart Home mobile app with the same credentials as your Roku account? Are you currently able to sign into your Roku account online with the same credentials?

Please keep us posted what you find out and we will be more than happy to continue assisting you. We look forward to hearing back your response.

Thanks,
Danny