Hi everyone,
I’m making this post because I honestly don’t know what else to do.
Yesterday evening, my Roblox account was compromised after malware on my PC stole my Roblox session cookie. The attacker got into my account and spent around 58,000 Robux by buying dozens of random gamepasses from different users.
I immediately secured everything:
-Changed my password
-Logged out all sessions
-Removed the malware
-I still have full access to my account
The problem isn’t getting my account back. I already have it back.
The problem is Roblox Support.
Every ticket I submit gets the same automated response saying they can’t verify ownership of my account.
This is the response I receive every single time:
“For security and privacy, we cannot access account details or restore Robux without ownership verification. We currently lack the necessary information to verify this account.”
The thing is… I can verify ownership.
I have access to the verified email.
I have Mobile Authenticator enabled.
I completed Roblox Identity Verification.
I have my complete transaction history.
I still have full access to the account.
I’ve even told them I’m willing to provide any additional information they need, but every ticket is closed with the exact same automated response.
I’m not asking them to recover my account. I’m only asking for a manual review of the unauthorized Robux transactions and, if possible, a rollback.
Has anyone managed to get past these automated responses recently? Is there any way to have a real person review the case?
the hacker must have been robinhood, bro was giving it out like mrbeast . fr tho i feel rlly bad. i am confused why roblox support can’t verify you ownership even with all those verification methods. maybe make them send two factor authentication codes or something. never been in these type of situations thankfully (hopefully no jinx)
From what I understand, the hacker got my cookie/session data and likely shared or sold the access. After that, different people logged into my account and bought their own Game Passes to transfer my Robux away.
I was lucky enough to reset my session before they could steal even more Robux.
He just sold my account data, and from what I understand, other people used it to access my account and transfer my Robux through GamePass purchases.
The weird part is that I still have full access to the account, my email is verified, I have 2FA enabled, and I even completed Roblox Identity Verification. I don’t understand why the support system keeps saying they can’t verify ownership.
if the guy sold the account data, why weere people only taking small amounts like 500-1000 robux? thats pretty weird imo. maybe bro was larping as mrbeast
Yes it was a cookie stealer, thanks for the support if maybe you could like this post so it can be seen by more people and maybe one of them could help me it will be really helpful
idk really I just want my robux back to be honest I don’t really care what he did with them I just want the roblox support to really help me but they always send me the same ia answers
I think it was something I downloaded. It probably stole information from my browser, including my Roblox session cookie.
I still have full access to the account, verified email, ID verification, 2FA, and everything. But Roblox Support keeps saying they can’t confirm that I am the account owner, even though I can provide all the information they need.
What do you think you could have downloaded that got you into this situation? It would be good to know that information so others can also be on the lookout
You got cookie logged. I got cookie logged. To have support deal with your request, use legal words. I recommend using Gemini to help write a good legal request to utilize your one-time rollback.
Honestly, I don’t really know exactly what caused it. It could have been a browser extension or something I downloaded that contained a cookie stealer.
I would recommend being very careful with anything you install, especially unknown extensions or files. Also, after this experience, I personally think it’s safer to avoid staying logged into Roblox on your browser if possible and use the app instead.
Thanks for the advice, I really appreciate it.
I’ll try to write a new request when I’m able to contact Roblox Support again. I’ll let you know if they accept it.
No problem! Just remember that Roblox support usually only works when you write with legal terms. Usually I recommend saying stuff like “escalate this issue to a tier 2 admin” etc etc.
I actually tried what you suggested, and for a moment I had some hope because I first received this response:
Hello,
Thank you for getting back to us.
We have forwarded your request for further review. Our team will follow-up with you as soon as possible.
but after I recieved that :
Hello,
Thank you for your patience while we review the account.
I wish I could be of more help with your account access request. However, to maintain the integrity and security of the account, Roblox encourages users to verify ownership of their accounts. In your case, we were unable to verify you as the owner of the account “bosphor11”; without confirming ownership, I cannot proceed with assisting you.
We appreciate your understanding and cooperation.
Don’t loose hope. That’s good. Have you ever bought Robux on this account? If you have, then use a receipt of it, from your bank or anything and send them the photo.
I never bought Robux on this account. I earned them by developing Roblox games
I even tried sending them proof of my Roblox Identity Verification since I used my ID to verify the account, but that didn’t help either. I also offered to provide my authenticator/2FA code or any other information they needed to verify that I’m the owner, but they keep sending the same response.
. fr tho i feel rlly bad. i am confused why roblox support can’t verify you ownership even with all those verification methods. maybe make them send two factor authentication codes or something. never been in these type of situations thankfully (hopefully no jinx)