2-Step Authentication Problem

Help and Feedback Platform Usage Support
#1

I am having issues logging into my Roblox account and it seems Roblox has no interest in helping with this issue after I messaged them through email support.

Basically I have 2-step authentication enabled on my account for extra security. However, the problem is that I cannot sign into my account after logging out from it because my old phone broke and I cannot get the codes for some reason to my new phone from the authenticator, leaving me not being able to get into my account on any device. I believe I installed the right authenticator app (Google) but some reason I am not getting codes sent to my current phone through the authenticator.

The part that annoys me the most is that I’ve emailed Roblox a handful of times and they tell me the exact same thing; use the backup codes. The issue is I can no longer access these backup codes because again my old phone is broken leaving me not being able to check these old codes. As far as right now it seems Roblox has no interest in helping me out with this after I told them to just manually remove the 2-step authentication from my account temporarily until I sign in and then add it back after.

Again, as far as it seems right now, I don’t think I’ll be able to sign back into my account and I’ll have to end up creating a totally new one. This is an issue for me because I do have Robux currently on my account (SuperFastRari) and also group’s that are important to me that I own on it. Please help me with this issue Roblox because at the moment you have been completely ignorant and careless to this problem I am having.

Sincerely,

SuperFastRari

#2

Maybe try reaching out to Google Authenticator support? They might be able to help you.

#3

You can most likely retrieve it back, for me I was in a similar situation before quite recently and I contacted roblox support specifically asking them to change my 2fa to email verification instead of authenticator codes and although it took a while for them to respond It eventually worked and I was able to log back in with a diff 2fa method.

this process can take a while but it worked for me so…
lmk if this works
:+1:

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#4

2FA codes are meant to be local and not stored in the cloud for security reasons as if that was if your email gets compromised your 2FA codes would also get compromised.

Exactly for this reason (losing 2FA codes access) backup codes exist and you are meant to store them in a safe place, not on any digital device.

Backup codes are independent from 2FA codes generated by your authenticator app and should always be printed.

If roblox would remove 2FA from an account based on request without proper identity verification that would defeat the purpose of it and would pose a security risk. From my knowledge no company removes 2FA from accounts without verifying a user’s identity.

In conclusion it’s not roblox’s fault but rather yours because you didn’t properly store your backup codes.

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#5

I emailed Roblox, they removed it. Thank you!

4 Likes
#6

I hope i have the same luck I have recently emailed them also thanks for making this post as I was starting to get very stressed. Wish me luck :smiley:

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