Issue with "Security Notification" Feature - Email Removal and Account Lockout

[raskolibov]

The “Security Notification” feature seems to be malfunctioning. It is removing the email associated with my account and locking me out of it, even though there was an email linked to the account. When I try to input my email in the “Enter your email” section, it shows the first account associated with that email, which isn’t even related to the “secured” account.

From what I understand, this issue occurs when a single email is used across multiple accounts. Instead of protecting the account and allowing me to regain access, this feature seems to reset the email for all accounts except one, which may not be the account I need.

Or the issue was caused because the account that appeared when I tried to set a new password with the email wasn’t the one I wanted (only one account was listed – otherwise, Roblox allows multiple accounts for a single email). So, I changed the email for that specific account, which also caused the emails of the others to be reset. However, I’d like to assess that this possibility is unlikely.

Additionally, Roblox Support said that no email is linked to the account, which is really frustrating, as the email has been associated with the account for months. This feature should not reset the email or only show one account option. This account had an email address, and after the Security Notification issue, it magically disappeared, even though the Security Notification feature should only reset the password.

Steps to reproduce:

1. Go to Roblox Security Notification.
2. Enter the email associated with the account.
3. Observe that it shows the first account that was verified with that email, and access to the subsequent accounts (the ones verified with the email) is lost, with their emails being reset.

Expected Behavior:

• The email associated with the account should remain intact.
• I should be able to access the account normally.
• The “Security Notification” feature should only reset the password, not affect the linked email or cause it to disappear.
• If multiple accounts are linked to the same email, all should be accessible, and only the intended account should be affected, or the currently affected account should be listed.

Actual Behavior:

• The email was removed from the account, and I was locked out.
• When I tried to enter my email, it displayed an unrelated account.
• The email for the relevant accounts was reset.
• Roblox Support claimed no email was linked to the account, which is incorrect, as the email has been associated with the account for months.

I see other people experiencing this issue on the DevForum as well, and I will link a few posts. Along with this, I will share the account details and the exact information I sent to Roblox Support to verify account ownership in private messages, as it contains a lot of private information. I will include the account experiencing the issue, and I hope it can be corrected as soon as possible.

"Security Notification" -- Email doesn't work, and phone number verification won't send. (not hacked)

This is a support category for asking questions about how to get something done on the Roblox websites or how to do something on Roblox applications such as Roblox Studio. I want to log back into my alternative account with all of my games on it. Account name: “Robloxco0lgame” When I try to put in the email attached to my account, the one I want does not show up. I also have a phone number attached to my account, but when I enter it, I never get the verification message. I have an active pas…

Fix the 'Security Notification' feature. Locked out of many accounts

When I tried to sign into another one of my accounts, the security notification screen appears. I have never seen this screen before until recently. The feature doesn’t work because it makes you input your email to reset the password, but either no email sends, or it does send but your account doesn’t even appear (even if its the same email you used to originally verify your account). So this essentially locked me and other people out of our own verified accounts for little to no reason. So ess…

Thank you.

A private message is associated with this bug report

[raskolibov]

I’m happy to share that I got my account back.

My email being magically removed was putting my UGC career at risk. I wanted to announce that my account has been restored.

Big thanks to the Roblox Staff who helped through DMs, as I believe their effort played a role in making this resolution happen.

Support had told me four times that they couldn’t share information because they claimed they couldn’t verify that I owned the account—even though I was contacting them with the only email that was ever linked to the account and had proven everything with multiple screenshots.

What they actually needed to do was see that the email was removed from the account and secure it again with the email address. Maybe they weren’t aware of the bug or something, because there’s no way a 13+ account with a verified email should end up without one.

Not to mention, I had told them multiple times that my email was previously linked to the account and asked them to check, but they kept saying they couldn’t verify ownership. Roblox Support’s disappointment is real, and the fact that this could only be resolved with the involvement of a DevForum staff member needs to change.

I’m still in contact with staff regarding this strange bug, I just wanted to keep this post updated about my account’s status. I’ll share more here once I hear back from staff and the bug is fixed—if anyone is following this.

[raskolibov]

I got a response, and the bug status was changed to fixed. Since my specific account issue has also been resolved, I believe there’s not much left for them to do regarding this post.

I’ll mark my previous message as the solution so the bug report can be closed. For those experiencing similar issues, I recommend creating a separate post, as your case will be reviewed again accordingly, and I believe that would be far more effective than replying here.

I wish everyone a great day and once again extend my thanks to the Roblox staff who helped.

[eljefeistheboss (Jefe_BreathesCode)]

That’s great for you!
However, Roblox has not yet reinstated my account after I have given them proof.
I had the email removal issue too, do you have any tips?

[eljefeistheboss (Jefe_BreathesCode)]

It seems that the email was changed? I’m so confused. I know for a fact that it wasn’t hacked.

[raskolibov]

Sorry, I couldn’t respond here due to the recent situations in the country; things are a bit complicated in Istanbul.

However, the replies you posted on this bug report will most likely be ignored by Roblox Staff since it has already been fixed. So, I recommend submitting a new report, as that would initiate a review process. Provide the necessary information in your bug report as well, such as user ID, Roblox Support Ticket ID, a description of the situation, etc. You know the drill.

[eljefeistheboss (Jefe_BreathesCode)]

Yeah, I’ll do that, what a hassle us developers (and players) have to go through just to reclaim our unfarily lost accounts

[JellyM015 (スキビディトイレ)]

Rare occurrence. You’re lucky to get your account back!
Usually contacting Roblox Support doesn’t end with any help whatsoever.

[ttaahw]

Hey folks,

We identified and fixed some internal issues that may have prevented recovery via Customer Support.

While I can’t share any additional details or guarantee resolution in every case, please feel free to bump your existing support ticket or create a new one.

Thanks!

[raskolibov]

I’m marking this as the solution, I hope there has been a real change in the Roblox Support section and that those affected can resolve their issues with a new report.

Thanks for the update on the situation.

[LostSleep4You]

i contacted support again (its like 6th time contacting support) after seeing ur reply and heres what support says to me

[aquamits (union)]

Try to head to Roblox Support, select account hacked, forgot password, you should get the ai chatbot and you can use that. itll set the account email to the first one verified on it and you can forgot password and use the account again!

[sox]

I’ve been affected by this personally and im yet to recover my accounts.

[eehe]

I have not been affected from what i know but i do have issues with support and proving ownership which really needs to get fixed.

[SpynApple_P (TaRRaRaST2)]

Could you tell me the reason why this “useful” feature unlinks the email from account and yet asks the user to reset password USING the linked email?

[itz_mobin29 (Miko)]

Hey, i’ve been experiencing this, and the chat bot and the customer service didn’t even helped me. so i came here to ask if u could do it? i already did all of it, and things like the other solutions but it’s still not working, i am getting frustrated of this thing again it happened twice to me but i just want my lil bro’s account(my alt used by my lil brother) to have it back.

[Zolarded1]

Hi, this issue doesn’t seem to be fixed- I’m still having the email on some of my accounts vanish and support is saying there isn’t enough information to prove I own the account.

[eljefeistheboss (Jefe_BreathesCode)]

seems here i’m getting the same response

i’ve included all account info, this is a joke, i just want my account back

[raskolibov]

Although this report has been marked as “fixed,” I continue to receive daily notifications, and based on my observations, it remains relevant for many users and has not been fully resolved.

If an account is flagged for suspicious activity and has since been secured with this feature, and if there is an option to regain access through email and phone number verification — yet this security measure ends up completely removing the existing email and phone number from the account — then the usefulness of offering such an option becomes questionable, as you are effectively eliminating the very recovery methods you’re suggesting. As a result, users are being locked out of their own accounts.

This process you’re offering simply doesn’t make any sense overall, and for a multi-billion dollar company, it’s honestly quite embarrassing. Please implement a proper fix for this — and if you’re going to offer account recovery via email and phone number, then don’t remove those contact methods in the first place.