Issue with “Security Notification” feature; Account Lockout & Email Removal

[G_Zephyr20]

When I log in to my account, “123hallofpwners123”, I receive a “Security Notification” prompt telling me to reset my password through the verified email address. When I input my email in the “Enter your email” section, it doesn’t show “123hallofpwners123” account associated with that email. The email was removed from the account without my action. As a result, I’m unable to reset the password or regain access

After contacting Roblox Customer Service twice and thoroughly explaining the issue, including providing screenshots to verify my ownership, I received a response stating that the account does not have a verified email and that they could not assist me. It seems like they didn’t even attempt to investigate my problem. The email has been associated with the account since its creation. This “Security Notification” feature should not reset the email. My account had an email address, and after the Security Notification issue, it was removed without my authorization. Roblox is doing an excellent job of protecting accounts, even from their actual owners!

Steps to reproduce:

1. Go to Roblox
2. Enter the email associated with the account
3. Observe that the account verified with the email is lost and the email is reset

Expected behavior

Expected behaviour:

1. The email associated with the account shouldn’t be removed
2. The “Security Notification” feature should only reset the password, not the linked email

A private message is associated with this bug report

[G_Zephyr20]

UPDATE: My friend just told me he’s experiencing the same problem with his account “avcrk”. His verified email was completely removed from his account without his permission, and Customer Service isn’t helping at all. Now he can’t even reset his password. His alternate account is important to him, he can’t just “make a new one” like Customer Service keeps suggesting

Roblox needs to address this. Thousands of accounts have been hit by this bug. We didn’t break any rules or do anything wrong, we were just playing the game when suddenly, poof, locked out. This is clearly a bug on Roblox’s end

[break4bad (busted)]

Having this same issue but they are continously denying my support tickets, claiming they “don’t have enough information” to confirm that it’s me. Only ever verified one email under my account

[759s]

Having the same issue here after recieving multiple phishing emails, probably had my password breached or something considering I recieved multiple emails from fake roblox emails.

This is the second time this happens, originally happening to me in 2022 but was able to verify ownership after a while but this time they are refusing to help me.

Got sent from my post to here, more context down here.

Bug with Roblox Support

The bug consists with the security notification prompt, as when a user is given a security notification prompt (atleast on my case) it removed all my security on it, my authenticator and email on my account 3Z8, and after all of this happening when you send a support ticket to Roblox it doesnt let you verify ownership as whoever is reading the Support Ticket acts like the said sccount never had a email verified. This is a interesting bug cause it pretty much steals your account and seems you can…

I’m confused on what could possibly trigger Roblox support to not verify ownership. It’s interesting and worrying cause imagine someone doesnt manage to get their account back ever. Yikes.

Hopefully this is a quick fix and in the same time anyone affected in this thread gets their account back.

(THIS ACCOUNT WAS RESOLVED, THANK YOU STANLEY!)

[u_m]

Hi, i have made a few posts regarding being locked out of my Roblox accounts however recently my friend was trying to get back onto Roblox on his oldest account he had recovered 2 years prior after being compromised.

But despite being recovered, the ban for being compromised removed, malicious actors got his Roblox account locked out completely and he tried filing a ticket to recover but got denied recently.

I came here to post my friends really bad situation too regarding his account due to the factor hes a long time Robloxian and it does not sit right he gets treated like that.

He told me to post this here in hopes his account can be rightfully recovered he has tons of proof that he owns the account including billing information yet still struggles on recovery.

Edit please to any staff assist my friend out: Roblox Support Ticket 125374983

[759s]

Managed to get assisted with 3z8 and recovered it!! Thank you!

Unfortunately, I did notice more than just that account was security locked. I’ll probably reply here with the rest if support doesnt help me.

Noticed multiple alternative accounts that are for storaging limiteds and ingame items all the sudden security locked. Unsure when this happened cause I’ve been really inactive for sometime now…

[759s]

The first one I noticed that was recently hit by this bug was Reset6678, who I mainly used years ago for clanning, developing, and storaging limiteds/ingame stuff. The said bug, that happened aswell to my previous account is preventing the password resets going thru as it was completely security notification locked and removed off my email aswell… All these alts have the same issue from what I can see but I’m waiting off support response on the other’s to hopefully have them restored. Unfortunately, this one is also having the issue where support cant verify ownership, as they literally took my emaik off it. Even when I provide the billing receipt they kept saying ownership not verified… I’m unsure why this bug is not being fixed at all.

I have just sent a new support ticket if anyone is seeing this. And please fix this bug its so frustrating having to go 1 by 1 checking and contacting support just to be told “no”.

Support Ticket 124882365 is the new support ticket after last one was declined. This is for my alt Reset6678

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Another one is 17YL3 - same as the rest, same issues after recieving security notification. Even after I provided billing.

New ticket: Roblox Support Ticket 125571551

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The other one is my brother aswell was affected by this i assume due to being same IP but his username is “aftersets” - new ticket is Roblox Support Ticket 125394126

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Another one is 3pe, who had the same issue as PRLCE unfortunately. New support ticket for 3pe: Roblox Support Ticket 125038217

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[ Content Deleted 24719355 ] New support ticket is Roblox Support Ticket 125376508 and was previously denied on Ticket 103051651.

Roblox profile incase, as the username is a little bit complicated and long:

[ Content Deleted 24719355 ]'s Profile

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tda - New support ticket is Roblox Support Ticket 125373705 and the previous one where it was declined is Roblox Support Ticket 56010013.

Profile: tda - Roblox

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account affected is “cooooooooooooooooooooooooooooooooooooooooooooooooo” and was also declined even though ive given evidence multiple times and even managed to secure it last time the bug happened.

New ticket is Roblox Support Ticket 125467323

Account profile is: cOoOoOoOoOoOoOoOoOoOoOoOoOoOoOoOoOoOoOoOoOoOoOoOoO - Roblox

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W7Z, which I’m wanting this badly back casue it holds my limiteds and the security notification bug is annoying and it removed every recovery method.

Old ticket: Roblox Support Ticket 85446237
New ticket: Roblox Support Ticket 125468962

Profile: W7Z - Roblox

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B9M (Formerly EverySkinInGame) this one randomly logged me out while playing arsenal and presents a security lock for whatever reason.

Ticket: Roblox Support Ticket 125898549

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If somebody can review my new tickets, along with the ones above (reset6678 and such) and help me recover them cause this security notification bug is getting on my last nerve already its appreciated thank you Stanley and whoever else handles it <3

This will update as i find more / recover some accounts. Hopefully the bug is fixed soon and that less people are affected by this. I dont think I have that many accounts to recover left after these (hopefully) but I’d have to check around.

Last update 7/18/25 9:50 am

Could someone assist please?

[Arylist]

Im having this same issue on my alternate account holding some of my limiteds, groups and robux. If there is any engineer that looks into this stuff could help that would be nice.

[Hooksmith]

Hey, you’re taking up a lot of space on this bug report in the last few responses. This isn’t really scalable, please take these individual cases to customer support or condense your responses to a single reply listing support tickets, so we keep the bug report readable. You’ve been getting flagged by your peers over the spam here.

I’m going to go ahead and delete some of these posts to maintain the brevity of the bug report.

[isellroses (三メ一・フ五・一一ロ・一サ・七一)]

Hey, I’m dealing with the same issue on my old Roblox account i6c.

I got hit with the “Security Notification” screen and when I tried to reset my password using my verified email, it said there was no account linked to it. That email had been on the account for a long time. I contacted support multiple times and sent everything they asked for, including billing receipts, but they keep saying they “can’t verify ownership.” It honestly feels like they’re not even reading what I’m sending. This account means a lot to me. I’ve spent a lot on it over the years and it holds a ton of different items and sentimental value. I didn’t do anything wrong, just one day I couldn’t get in anymore. Really hoping this gets looked into. It’s frustrating seeing so many people going through the same thing and not getting anywhere with support.

New Support Ticket ID: 125329543
Previous (Denied) Ticket ID: 117984222

[Qodz_W (Qodz)]

I’m experiencing the same issue with my account “QodzWasHere” after receiving multiple phishing emails. My password might have been compromised, especially since I’ve gotten several fake Roblox emails.

This is the second time this has happened to me. First in 2023, but I was eventually able to verify ownership. This time, though, they’re refusing to help.

I’m really confused about what could prevent Roblox support from verifying ownership. It’s both concerning and worrying, especially for those who might never get their account back.

I hope this gets resolved quickly, and that everyone affected in this thread gets their account back too.

[Arylist]

Actually pissing me off how it’s been over a year and a half I have been trying to regain access to my account, and many times have I been ignored, especially when I sent pictures of my receipts and emails for billing evidence. It’s either they never even bother to respond, or re-ask the exact same question and never respond back when I show evidence of ownership, roblox support is so silly

I have made another Roblox Support Ticket 125374037 (Account is funy)

[u_m]

Hello, my friend has submitted a inquiry for assistance regarding this security lock and i forgotten to respond with the support ticket, my apologies.

[Arylist]

Would like to also add that I was recently added to a private conversation by engineers/staff in this department, but they never ever responded. It seems like after sending messages for months and months the staff have even stopped working.

(June 25th, no response, my alternate account is still gone, my robux, groups, limiteds, and unfinished games that were on that holder account are STILL gone.)

I have made another Roblox Support Ticket 125374037 (Account is funy)

[mathep]

Roblox Support Ticket 125467682

[759s]

Do feel the solution here could be not removing the security notification lock but just make it so the information is not removed off the accounts cause its ironic having a prompt says to reset the password but when you try … the email is gone off the account.

Best solution here in my opinion

[FaridAlAtrash]

Hello, my account also faced a similar fate to this topic multiple times, I got it back before via Roblox support but ever since they didn’t assist me properly. I showed them the email verification email from 2008 for one of my accounts named okami101 account with evidence that Roblox support assisted me before. The person who assisted me was Sophie. But ever since that they have been sending automated responses. Evidence will be attached on this reply. Need assistance with following support ticket. That I just created.

New Support ticket 125650735
Old Denied Ticket 125141470

EDIT: I have a bunch of other accounts with the same issue which I will also write about on this topic later

[Xenotun]

Hi there, seeing that others here have been successful with getting their alternative accounts that were wrongly security notified back, I would like to report on two of my accounts that I had lost due to this bug / glitch myself, this problem is very irritating and I’d be extremely pleased if I could get help with retrieving them. I’ve been trying for years to recover my old accounts that were lost due to these bugs. (Had many ups and downs)

First account:
(Roblox Support Ticket 124197088) - I won’t be revealing the username here as I’d prefer to have privacy, but if you open these tickets Hooksmith or any other support specialist, you’ll see it.

Second account:
(Roblox Support Ticket 125484241) - For my privacy I don’t want to reveal this username under this forum post as I’d prefer for the professionals like Hooksmith to only see it themselves.

If any account support specialist can open up these tickets and help me out here I’d be extremely thankful. I really want my accounts back, it’s been so long since I’ve last been on them.

Thank you!

[u_m]

Hello i recently tried logging into an older alternative account called 5dj however i came to realize my email has been wiped completely off my Roblox account which i verified it with.

Please help me recover it as i have been denied ownership to my own account many times: Roblox Support Ticket 125681086

Thank you

Oh, and my friend has had no luck on receiving his account back from security lock yet if someone could assist him that’d be nice: Roblox Support Ticket 125374983

Update on 5dj apparently i never added a email on it before now please help me ;-;

Edit friend is also having issues regarding his account ticket id is 126050481

[Howell_shelby (ハウエル・シェルビー)]

I have had the same issue here, I made a report under my thread (Roblox issue with the (Security Notification))
I am not sure if I was suppose to reply here or make a new thread, my issue has had my email on the account for 7 years and it got hit with this security notification

On the chance I suppose to reply here:

I just made a new ticket for this case : 125959106

I have had my email on my account “krump91” for 7 years, I have tickets in the thread I made where they have assisted me, when the notification happens, there’s no way to be helped.

A simple check of ticket: 59458041 will show this.

And heres a password reset notification on the same email from a long time ago…

My email and all info is on the thread, but this should be enough information to manually remove this bug and put my account back on the email I had been using. I’d like to note that everything from my account is removed and theres no way to recover it, I have all data to this account and opened a new ticket:125959106. I am seeking assistance here @Hooksmith