Roblox help

[Forrestcatt]

My daughter has a Roblox account the other day my son tried to log into her account and entered the details wrong, this has caused Roblox to lock her account, even though she knew the password they have still locked it. She signed up using my email which I have proof of but Roblox are claiming it isnt my email address and they can’t help, she definitely signed up using my email address and I have many emails showing that she did but not getting anywhere, they won’t help any further is there anything else we can do? I’ve spent money on the account as she’s had it years and she had lots of things she can no longer get back, what else can I do as not getting anywhere with Roblox, they gave us a hint of the email that is apparently linked but she said she hasn’t made an email like that.

What happens when you go to the account recovery page and enter your email address?

Do you know if you have your phone number linked to the account as well, or is it just your email?

It sends an email but we never get it as they said it’s not that email associated with the account. Phone number wasn’t registered

What about if you enter your daughter's username? No email there either?

(I assume you've checked your spam / junk folder, if you've got one)

No email, I’ve spoken to Roblox they have told me the email (well some of it) and it’s not one my daughter has ever made and it’s not my email either I used my email and have proof of that but they can’t help.

Urgh, that's wretched. Are you definitely talking to Roblox support about the correct account, there's not a typo in the username or something?

If you have receipts for Robux purchases, you might share the purchase IDs with them and ask if you can help recover the account associated with these purchases?

If you are definitely talking to them about the right account, can you ask whether your email has ever been registered on it, if it has been changed since?

It's completely with them, but you could try raising the same query in a a second ticket and see if a more sympathetic rep answers. Bear in mind "please help me with account recovery" is probably how attackers attempt to steal people's accounts - so support might not deviate.

For the next account 🥲 you just have to enable two-factor authentication and register a phone from the outset.

I once asked them to refund an accidental purchase, and to my surprise they absolutely did. So I know they want to help but it's a pretty hostile environment.

Definitely the right account, this is all I get from them but I’ve explained that’s not the email we had on the account.

Hello there

Thank you for your response.

I understand that you're eager to resolve this issue. However, before we can help you with this or provide any information about the Roblox account, we need to verify that you are the account owner.

If we previously asked you for specific information for verification, we will need that before we can assist further.

Sincerely,
Arlen
Customer Support
Roblox Support