Hi,
I’m reporting what seems to be an inconsistency in Roblox Support’s account recovery process.
In my experience, Roblox Support requested and accepted billing information (such as transaction details) to verify ownership for one account, but for another account under similar circumstances, Support refused to review billing evidence at all and denied recovery solely because I could not contact them from the current account email.
Both cases involved:
• Loss of access to the account email
• Clear ownership claims
• Available billing records tied to the account
However, the handling was different:
• In one case, Support asked for and reviewed billing-related information.
• In the other case, Support stated they could not proceed regardless of billing proof and closed the ticket due to policy.
This inconsistency makes it unclear:
• When billing evidence is considered valid for ownership verification
• Why similar recovery scenarios are handled differently
• What the correct or expected recovery path is when email access is lost
I’m not asking for individual account assistance here—just hoping this can be looked at as a process inconsistency, since it affects how users understand and follow Roblox’s recovery requirements.
Thanks for taking a look.
Expected behavior
When a user permanently loses access to an account email, Roblox Support should apply a consistent ownership verification process across accounts. If billing records (such as transaction IDs, dates, amounts, and matching billing identity) are available, Support should either:
• Request and review billing evidence as part of ownership verification, or
• Clearly state, in a consistent and documented way, when billing evidence cannot be used and why.
Users in similar recovery situations should receive the same verification options and criteria, regardless of the specific account, so expectations are clear and the recovery process is predictable.
A private message is associated with this bug report
