The roblox.com/support portal contains a critical logic flaw in its automated response and routing system. When a user submits a ticket regarding an account breach where the primary email was changed, the automated support bot repeatedly sends generic template replies requiring email verification from the newly changed (unauthorized) email address.
The system fails to process historical billing verification inputs (e.g., Premium Sale IDs, gift card PINs) and provides no functional mechanism or fallback trigger to escalate the ticket to a human support agent or billing administrator. This creates an unresolvable, infinite automated loop for legitimate users.
Expected behavior
When submitting a support ticket with clear proof of ownership (like old transaction IDs or gift card PINs), the system should recognize those details and automatically route the ticket to a human billing agent or support lead for manual review.
A private message is associated with this bug report