Account Issue: Locked Out of My Own Account After Being Compromised – Support Removed Login Info & Denied Email

[emevix (kmy)]

Hello Devforum

I’m writing this out of frustration and concern after struggling for years to recover my Roblox account. Back in 2021, my old Roblox account “HiliYu” was hacked through a phishing link I accidentally clicked. The hacker stole my limiteds but didn’t change any of my account credentials—my email and password remained the same.

I immediately contacted Roblox Support for help, expecting some sort of recovery process. Instead, they removed my email and password entirely from the account, supposedly for security reasons. Since then, I’ve been completely locked out. What’s even more upsetting is that when I followed up with support, they claimed there was no email attached to my account at all—something that’s clearly false.

I owned the Verified Bonafide hat, which is only given to accounts with a verified email. That alone should have been enough to prove my case, but no further investigation was done. Support left me with no way to access or reclaim the account I originally created and spent years on, both trading and playing.

At the time, I didn’t even know DevForum existed or that I could report issues here. I’ve exhausted all support options, and this situation has been left unresolved for far too long.

Expected behavior

• Temporary Lockdown, Not Lockout:
The account should have been temporarily secured—not fully stripped of login access—until proper ownership could be confirmed.
• Ownership Verification, Not Removal:
Rather than erasing my credentials, support should have verified ownership through available information like the verified email (confirmed by the Verified Bonafide hat) or other account history.
• Thorough and Accurate Review:
Support’s claim that no email was ever attached to the account is simply wrong. That false claim completely blocked my recovery efforts and made me feel dismissed as a legitimate user.
• Recovery Process Provided:
After verifying ownership, I should have been guided through a secure process to update my email and password, rather than being left locked out with no resolution.
• Better Communication & Support:
I expected support to help me regain access—not to shut me out and misinform me about my own account.

A private message is associated with this bug report

[12345koip]

Try giving them a bunch of information which only the account owner would know, like some settings and other bits, like any robux or premium purchase receipts, or old gift cards. I would say try to include things like 2FA backup codes, but I presume you don’t have any. The more secure the information is, and the more likely that only the account owner would know it (and the less likely it is to be guessed), the better chance you have.

I once managed to recover an account of mine through providing secure information that’s unlikely to be guessed, and they linked the account to the email I used through support.

[emevix (kmy)]

Oh i already sent them lots of information about this account including one of my roblox giftcard codes. I even sent them this old receipt about the email verification process but unfortunately i still get the same response. Guess im just really unlucky lol

This is when i was linking the ever first email to the account aka the original email, i privately sent them this receipt unblurred to the DevForum staff team in hopes of them helping me

[vlalence (Cynthia Vlalence)]

I had this happen to me when resetting my Pin on an account. 30,000 Robux later since I wasn’t able to disable premium for 1.5 years, they reverified the account to a new email as if it was its first. If you pester them enough, you will find someone eventually that understands your situation, just be polite and to the point and keep trying.

[emevix (kmy)]

Thanks for sharing your experience, I’m really glad it eventually worked out for you. I’ve actually tried that route multiple times over the years, staying polite and providing all the proof I have, but unfortunately I keep hitting a wall. Support either ignores key details or gives me the same generic responses, even when I point out things like the Verified Bonafide hat proving my email was verified. It’s been exhausting, but I do appreciate the encouragement.