Hi, I’m posting this on behalf of a friend who has been locked out of their account for over a week with no response from Support.
- Account username: Nadia2000537
- My friend previously received an official confirmation email from Roblox Support stating that 2-Step Verification via the Authenticator app had been successfully disabled.
- However, despite this confirmation, the account is still completely locked out because the backend is still enforcing Passkey authentication and Advanced Protection. It seems only the standard Authenticator 2FA was disabled, but Passkey/Advanced Protection restrictions were never cleared.
- When logging in, Windows Security repeatedly prompts for a USB hardware security key, which was never set up on this device and isn’t available.
- The “Use another verification method” option only leads to a request for a 9-digit backup code, which my friend does not have.
- We submitted a follow-up support ticket explaining all of this in detail. An AI chat agent responded, asked to confirm the username, and offered to proceed with a full reset of Passkeys/Advanced Protection — but the chat session was cut off before completing, and it’s unclear whether the request was properly logged.
- It has now been over a week with no follow-up email or response of any kind.
What we’re asking: Could someone from the support team please look into this account and confirm whether a ticket exists, and help fully clear the Passkey/Advanced Protection/security key configurations so my friend can log in with their normal password again? Happy to provide any further verification details needed (through my friend directly).
Thank you for your time.
Screenshots below show the exact screens encountered (interface is in Thai, but I’ve labeled each one in English):
Screenshot 1: 2-Step Verification screen showing only two options available — “Backup Code” and “Passkey” — no other method is offered.
Screenshot 2: Account Security settings showing “Advanced Protection” is turned ON, requiring passkey or hardware security key to sign in.
Screenshot 3: Official email from Roblox confirming that 2-Step Verification via Authenticator app was disabled for account Nadia2000537.
Screenshot 4: Windows Security popup forcing a physical USB security key insertion when trying to reset password — no USB key is available.
Screenshot 5: Sign-in screen stating “You don’t have a saved password or passkey for this app” — only QR code scan or another signed-in Chrome account are offered as alternatives.
Screenshot 6: 2-Step Verification prompt asking to confirm identity via passkey (fingerprint/Face ID/screen unlock) — my friend has no device with this passkey set up.