Roku E-Mail Based Activation

Description:

ROKU is deploying a new process to link devices.  This deployment will be limited to U.S. Roku customers only.  This process will allow customers to link a device using the new device activation flow through e-Mail.  This training document will walk you through the e-Mail activation process so you will have an understanding of the customer’s experience and be able to assist in troubleshooting.

E-Mail Instruction Screen

After the remote configuration screen, the customer will see the ”e-Mail Instruction Screen”.  For new and existing customers, just type in your email address.  

Help Overlay

Should the customer press “*” they will see the “Help Overlay” screen.  The Help Overlay provides additional context, guidance, and how to get additional support:

• Why we need an email address
• If the customer cannot find the sent email
• If the customer has an existing Roku account

Virtual Keyboard

To enter the email address using the Virtual Keyboard.  Click continue when completed.

Virtual Keyboard

Hold Screen

Once a viable email is submitted, the screen updates to inform the user that a link has been sent to the email address.

The duration of the activation link will display how much time is left to use the link.  Another link must be requested if the link time expires.  

The screen will automatically update when the customer’s account is created

Time Out Screen

If the account is not created in the defined expiry time frame, the screen will update to inform the user that the activation link is no longer valid and that they need to request the link again.

The customer may try a different email address.

If the customer does not receive the link email then they can choose “resend” or try a different email address

E-Mail to NEW CUSTOMERS

The customer needs to click on the ”Roku Device Activation” link to create a Roku account

E-Mail to EXISTING CUSTOMERS

The customer needs to click on the ”Roku Device Activation” link to link the device to their existing Roku account.

Malformed E-Mail Error Screen

If the user attempts to submit a non-standard email address, we will prevent them from moving forward by returning an error message.

Roku Server Error

If there is a service outage some customers will see the “Roku Server” error.  Have them try again or use the “Use a link code” option

Web: Account Creation & Sign In- EXISTING CUSTOMERS

Existing users will skip the sign-up form and go directly to the "Name your device" screen.

Added 'Account details" to provide the user with confirmation that it is their account.

Existing users should not have to continue through the longer set-up flow since they already have an account set-up. However, if there are new fields in the revised set-up flow, the user may be prompted for input after this screen.

Web: Account Creation & Sign In- NEW CUSTOMERS

New users will need to create a Roku account. We lock their email since it has been validated.

Web: Account Creation & Sign In

Email sent

Next Steps...

After creating your Roku Account or using an existing account, the rest of the activation flow follows the same steps seen previously.

A few additional channel related questions will be asked and then your device will be linked, and the channel download process will begin.