Channels & viewing

[misterandre]

My mother in law has Disney Plus on her Roku TV. It's signed into an account that she doesn't recognize. She tried to uninstall and re-install it but the account information was still there. She tried to sign out and it said Enter Password To Log Out, which she obviously can't do. How can the app be reset?

[renojim]

Could her TV be linked to someone else's Roku account?  Check the email address that's displayed under Settings->System->About.  Is it hers?

[misterandre]

I went to Settings > About and it has her email address. The email address on Disney Plus was one she had never seen before and nobody in her family has it.

[RokuJharra-Q · Accepted solution]

Greetings from the Roku Community, @misterandre!

Thank you for keeping us posted. We appreciate the additional information you provided.

It verifies that the account associated with your Disney Plus account is different. We highly recommend reaching out to the channel partner directly for assistance. Please be advised that the channel provider handles authentication issues for their respective channels. 

You can contact the channel team here: Disney+ Help Center

We hope this information helps.

Best regards,
Jharra

[misterandre]

I went to the Disney Plus help center and they were able to remove the fake account from the sign-in. It took about two days to be completely removed. After the two days, I had to choose one of the fake account's avatars and go into Settings, and then choose the Log Out option. After that, the regular sign-in screen came up.