When writing to Roblox email support all I get back are identical messages that completely disregard anything I’ve written in my previous emails.
What’s the point of even mentioning names on the email if they’re automated responses anyway?
There’s nothing humane in any of these mails and they don’t seem to even do their job of ‘support’.
Has anyone had a proper interaction with an actual agent whilst reaching out to support these days?
And is there any way to actually contact a person that doesn’t respond with automated off-the-shelf messages?
Try the search bar up top.
There are so many posts about this exact same topic that will answer all the questions you asked. They also mention why they use bots for most interactions.
There are also some good recommendations on how to get a human response.,
Yes, Roblox support often uses automated replies at first, but real agents handle cases, and it can take multiple follow-ups to get a proper, human response, as they believe that many things already have ways of getting fixed by the user themselves
My problem is most definitely the speed of their responses. I have not gotten a response back since the time of my appeal on 5/28/2025 about a 1 day false ban I received.
As you can clearly see the place ID corresponds to the anti cheat I created. It is ashame that I had to use an alt account for 24 hours because of their inability to respond quickly enough to appeals. It’s unfair and leads to a poor user experience. I hope in the future that they will speed up their response times.
Aha, I’d like to believe so (probably ain’t a good thing). Whilst writing down the title nothing showed up though.
Tried searching it in the searchbar topright, but eh…
The Reddit one and I suppose the July 17th post sort of touches part of it?
Still doesn’t quite seem to match, as most of it is about the time they take (which isn’t an issue here, *but whilst typing this message I see another mention here below about response time too)
Would you suggest I keep messaging to perhaps eventually get a proper response?
It feels like I’m talking to a wall sending back a mail, as nothing I say is taken into account
Well, it really depends on your case, as mentioned above, they try to help users learn how to fix their issues themselves, most of the time, they get on with you for serious matters
Roblox uses a tool called Zendesk (I strongly believe, well, it’s common in the industry) for their support team. It essentially allows them to track your query as a ticket in their system.
Zendesk is extremely popular, as it provides auto-generated responses from previous tickets or prefilled text by its team. There’s an image below that shows this feature, from Zendesk. Roblox saves time by providing messages in this way, however, I can assure you that they do read your emails based on your context and situation.
It’s very unlikely to have a 1-to-1 discussion due to many circumstances not requiring it. Direct support with corporations on a consumer level isn’t widely available in the industry, which is why there’s alot of documentation to answer frequently asked questions - supplied automatically based on your email context.
Interesting. Thanks for showing! This would explain why the responses are so generic.
Much fitting considering there’s many incoming messages and why other supports also disregard what’s written in the email and reply with a tasteless reply that doesn’t answer the question.
Back then you’d actually get back a proper response, so I’d like to believe about 10 (?) years ago or so they did not use this.
It’s especially frustrating when you must first fill in a form and then chat with a bot that seems to try its best to keep you away from the actual email support, only to then be given the same style of replies by ‘Damen’, ‘Eduardo’, ‘Robert’, ‘Gianaa’, ‘Ben’ or ‘Blessa’. Not sure if Zendesk allows companies to auto-assign names to these replies or all sorts of nice words (e.g. “Please let me know if you have any other questions.” / “We appreciate you reaching out!” / “Thank you for your response.” / “we really wish we could…”) that don’t seem to mean anything when they aren’t from an actual person that properly reads the emails.
After a bunch of these automated mails back, I got this:
That’d again make you believe that this time they’d actually examine it, to which you’d get a proper response. Instead, the next message was a “thanks for your response” again, which doesn’t line with the previous mail at all. Especially after you’ve had mail ‘contact’ already…
Still wondering if there’s a way to actually contact them and reach support, as I doubt dialing to them from a different couuntry will help… will most likely end up in a navigation menu where they’ll tell me to contact them using a form instead. Without any side entrance it appears impossible to speak to an actual person, as there’s seemingly no getting past the system or ‘first layer’…
That is true, however, ROBLOX wasn’t as popular as now, and the volume of communication has increased substantially since then. There are hundreds of thousands of similar queries being asked by consumers, and being able to provide a prefilled explanation that will effectively answer that will speed up time and allow agents to handle tickets faster ~ otherwise, response times might be over a month and will proportionally grow over time.
The only way of contact for general support is through email. They have designated email addresses for other teams, such as Creator Payments and Legal.
In the industry, support teams are designed on a level system. When you first create a ticket, it’s reviewed by algorithms to provide context to your query for the agents. Once this has been done, it’ll be reviewed by the first line, which will just see if your query is similar to another and has a solution.
If that doesn’t work, it’ll get raised up towards the respective team to resolve it. There is no way to contact these designated teams, or even request them, since it is based on whether your query is resolvable.
For example; our company had a technical bug whilst being enrolled in the Local Paid Access program - resulting us in our contacting Creator Payments. We went through a similar process, and it took us a week for the designated team to handle our case - which was resolved swiftly by technical agents. The responses were macros, but the actions were human.
Know how it works though.
Only thing that has me wondering is how you managed to actually get into contact with them to handle the case. Happy for & would wish to call you ‘lucky’ for it (which really it shouldn’t have to be…), but it probably depends on the matter too
It’s just pointless when you’re shielded off by these inhumane systems which might be designed to help some find answers quickly, but to also keep you out of touch for as long as possible if not forever :\
Might have to apply for a job at Roblox or Google at this point to get into contact, but even then-
Yes i did… support is a piece of work i get it but i believe they are actually humans and i can support these claims a little bit
I don’t means the appeals portal because this is probably run by bots
As far as i know, roblox uses a service called “Zendesk” as a support system (and they also got a admin login page here) Most Roblox Employees only respond with templates unless they can’t respond with templates
There are certain employees that sometimes prefer to write custom responses to answer your question:
If roblox support was really run by AI then their response time wouldn’t make sense. During holidays they get less responsive with only a few employees answering. Different employee names also do different behaviors like more spelling mistakes or edit templates etc
But even tho roblox support is run by humans as far as i know… they don’t seem to be trained at all and are sometimes really bad at their job with many of them just closing tickets instead of answering or providing support. Considering you need to have luck on which support agent you get is absurd
Our scenario was due to a technical bug with creator payments, so it was a bit of a high priority (even around the 14-day response). Just providing the necessary information clearly and being patient is needed when dealing with corporate support teams.
That first one indeed seemed quite useful, as from what it seems your questions were actually answered; especially the second question. Kind of jealous of that almost
Yeah, that’s the strange part. Since it isn’t immediate, you’d expect at least some time was put into reading the mail too.
Mhm, would like to believe that. They should list the odds of receiving a mythical Eric reply
If there’s no proper touch to the response then I don’t see why they’d mention a name in the first place, but again that’s probably related to the service they’re using. Thanks for showing the page & confirmation on what Sienna showed me too about Zendesk!
Glad they acknowledged the bug. Despite having to ask again, it seems very streamlined.
Would say that there a ‘generic’ reply suffices, as it’s quite clear.
When the case is straight-forward however it shows that there’s no diverging from the standard/automated responses. Who knows this might be because of what you, Kopenhag and Soundmoji said, where they reply using a said automated template that’s proven to help fix it for most people or those who leave it at that.
Then again… that doesn’t solve everyone’s case, to which it becomes hopless as they’re not stepping out of these automated responses >_<
it’s their loss but I can see why they think it’s a win. While it’s true that human moderators have to get paid a decent enough salary for them to continue doing their job and also true that it would cost them a lot of money to hire an entire army of human moderators who are good at what they do… it would actually save them a lot of money in the long term because it would highly improve consumers experiences with Roblox which means more players who are likely to spend more money and time on their platform which translates to money in their wallets
