Hi, I recently lost my old phone due to damage which had an Authenticator app installed for accounts such as Roblox.
Transferring the authenticator has not worked, and I have lost access to getting 2FA codes. I unfortunately do not have my back up codes available.
I have tried contacting Roblox Support through their support form. The first time resulted in a response telling me to create a ticket with the current ID on the verified email (which is the one I first created the ticket on)
Upon doing this again, the Support AI has denied a ticket from being created due to being unable to verify I own my account. I have also tried using the first email which was linked to my Roblox Account however this has had the same fate with the AI response (not even creating a ticket in emails).
When creating the first ticket, the AI sent a code to the first email to be used (but not the verified email on my account)
What is the Authenticator App. I know that Google authenticator has a feature to back up these codes to their servers and access them from there. Did you enable it?
Authy Authenticator.
This does also have the option for backups however I (stupidly) didn’t have it enabled.
They told me the codes are likely saved on my old phone - So there is a chance to recover it.
Phone repair will need to wait two weeks due to having no time. So would be great if there was another way.
If you could take the hard drive from a phone. and mount it on your computer. Then, you can access the data files of Authy Authenticator and transfer them to your new phone. I think the only option you have is to play the waiting game
Hey, having the same issue right now with my phone breaking recently. I lost access to my Google Authenticator app and unfortunately had my backup codes saved locally on said device. I just filed a customer support ticket and the AI chatbot did create a ticket in emails regarding my case, after verifying that I own the account. Going to update as soon as I get new information.
Edit: just now after only 6 hours of waiting, I got an email telling me that they disabled 2-Step verification via authenticator app on my account. W customer support moment!!
For real! Glad that this (crucial) issue has been solved so quickly and without causing headaches. I couldn’t bear the pain of losing my 6-year-old account
The first attempt put me through to support, but they sent me a code to create with the verified email (Which was the one I contacted support through, and even when using that code the AI blocked me)
Managed to gain access to my authenticator tokens by repairing my phone (Used a cheap alternative by getting unverified parts)
Glad to hear you got your account back. I would personally disable 2FA via Authenticator app and instead use email verification or physically write down the backup codes. Losing your phone with authenticator app verification can potentially lock you out of your account forever, adding to the already mediocre customer support.
The authenticator app I use has an option to back up the codes to the cloud - Encrypted using a password you provide.
I didn’t have this on, causing the problem. It is now on, meaning there is a much lower chance of this happening again (And backup codes are saved in an encrypted file).
Low chance to be a problem again, learned from my mistakes.
