Not receiving Support confirmation emails or support emails in general

Bug Reports Roblox Application and Website Bugs
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This account was recently compromised and all of its Robux and limited items were lost. After successfully regaining this account and documenting what was lost, I filled out another support form via Roblox Support describing my issue but received no confirmation email. After a few hours of waiting I tried again and once again received nothing. I tried replying to the ticket that helped me regain this account and got nothing. I’ve looked in every single folder on my email and the expected support confirmations are nowhere to be found. When I filled out support forms using my secondary email however, that email DID receive confirmation emails and tickets and was able to get responses from tickets, meaning that the issue lies with my primary email account which is tied to this Roblox account.

12/4: Decided to add some more information to this post.
Here is the final reply I received from support:

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I have replied to this email but haven’t received any word back from it. I am STILL not receiving any confirmation tickets for anything I do. I am receiving updates for appeals via no-reply@roblox.com, but still nothing from support-en@roblox.com. I should also note that when I sent a support request via Roblox Support and was still able to receive confirmation emails and tickets, my email would get flooded with tickets as shown here:
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(Wasn’t sure if I needed to censor the ticket numbers so I did anyway just to be safe)
This never happened to me before but I kinda just assumed that this was just my request going through different departments or something, but now I’m not so sure.

To reproduce:

  • Go to Roblox Support
  • Provide an email address, pick and describe issue
  • Click “Continue”

I should note that I am not receiving emails from ONLY support-en@roblox.com
I still receive emails from the “no-reply” and “account” domains whenever I make changes to my settings

Expected behavior

When I send a description of my issue through Roblox Support I receive a confirmation email from support-en@roblox.com telling me that the support request was received and will get back to me via the provided email.

A private message is associated with this bug report

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Update, my main issue is resolved, but my account got moderated again for the same offense while it was compromised and now it got terminated for “creating or using an account to avoid enforcement action taken against another account?” Like what could it be referring to??

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That moderator note basically means another account was terminated and this account was used to ban evade likely from the hacker

You would need to contact appeals and explain the situation to hopefully get the account restored :folded_hands:

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Email still is not working, but I was told to update this thread as the intended team may be watching. I’ve made sure to put my email in the private message.

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I cannot explain how painful it is to look up my account’s stolen limited items and watch as the hackers casually get away not just with my items but WEARING them…

And worst of all I can’t do ANYTHING about it because I my account is still falsely terminated and even if I’m lucky or blessed enough to get it back I still cannot contact support…

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It’s been nearly a week and this issue still hasn’t been resolved. Tried filling out a support form recently and I’m still not getting anything from support-en@roblox.com via the email listed in the private message.
~Everdreamer

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Keeping this updated until my issue is resolved

Might make another bug report on this with this account so I don’t have have to keep making replies here

It is very I get this fixed as I need this email for future support tickets!

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i’ve got the exact same issue! banned because of a hacker and while i got unbanned once…they banned me again for the same reason

they refused to elaborate and now are ghosting me, i haven’t received a response in a while

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It’s been 10 days since my last message from support via my primary email…

This is actually ridiculous. Why is email the only way to contact Roblox about anything?

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wish i knew

i think they might be kinda of clogged due to a banwave so response times are incredibly slow (or in my case almost non-existent)

they wouldn’t be having this issue if they didn’t ban innocent users en masse

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Not sure if you saw on any of the other topics but my account was randomly reinstated this morning with no notifications or anything. Gonna keep it signed on only on my PC and not gonna play any games for a week just to be safe and I still have to get my Robux and limiteds back, but I’m just happy it’s back at all

That said I’m not seeing anyone else’s accounts restored including yours so I’m gonna stick around here and hopefully bring more attention to your and everyone else’s affected accounts. If my account’s gonna get restored, I’m bringing the rest of you with me!

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dang, you got lucky

i’ve just been trying the bot appeals and they never work lol

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I’m experiencing the same issue with both the support-en@roblox.com and privacy@roblox.com emails.

I have couple of tickets opened and all are being ghosted/ignored as well since a little time before you opened this post.

I however still get the automated confirmation that my tickets are opened, but no answer whatsoever

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Same no response from staff team except for the automated confirmation since December 3.

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I’m still not even getting the automated confirmations

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Does anyone know of any other means of contacting Roblox?

I know there’s a chatbot that could potentially redirect to a person but idk how to get to it.

I also know of the legal email that supposedly forwards messages to the correct departments but idk if I want to risk using that one.

Anything else I’m missing?

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Try checking on your spam folder., could be roblox email got it here.

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Triple checked just now, there’s nothing there. I tried responding to the last ticket I got a couple weeks ago and got nothing out of that either. Haven’t even received a “How did we do?” email. I’m just being completely ghosted which is a serious problem because I’m still missing nearly a million robux and it’s been 20 days since it all got stolen.

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Gosh, I sure do love trying to recover my stolen items and robux and having the only means of communication to the only support line be ghosted for 24 DAYS because the AI probably blacklisted my billing email and won’t let me change said billing email it sure is great!!

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Day 26 of being ghosted by support and only 4 days left before the 30 day period where I can get my items back. Sure do love how email is literally the only way to contact Roblox for support! :smiley:

2 Likes