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.
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.
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?
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.
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.
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.
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!
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.
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.
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.
I sent proof, my phone number, and my password in the support ticket, I also have a authenticator with a phone number.
I was immediately sent to a support bot who asked me to check my email on one that I do not even own. Roblox effectively removed my email, so I couldn’t check it for the code. I kept telling the bot that I wanted to change the email back, but it kept telling me to check the email. Eventually, I was sent a support ticket, and based on what I sent, it’s pretty obvious what went down.
Please, if you’re going to implement such a stupid feature like this, atleast have a way to revert it easily, or even a feature to change your email back to what it was before! I want my account back, and I’m sure everybody affected by this wants their account back too. Roblox has NOT fixed this issue, their support team feels like bots, and we all get the same responses every single time.
Just because I don’t remember what game I played (Yes, this is how I lost my account in the first place, it asked me to select 3 games I remember playing) doesn’t mean you should lock my account out on every single instance, remove the email, and then give me nonsensical support responses.
Come on roblox! We can do better then this, surely?
For instance, when logging in I put in my email first, then selected the account to log in - which then prompted the Security Notification, re-inputted my email… and its not sending me an email to reset the password.
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.