Password reset email not sending

Bug Reports Roblox Application and Website Bugs
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Hello, I wanted to make this post because I’m having troubles resetting the password to one of my alts. I tried resetting the password and I got no email. I also tried using the username reminder, and again no email.

Before anybody says “you got locked out/someone stole the account”, that’s not true, as I keep getting devforum & premium receipts on the same email.

To make sure the account isn’t the problem, but rather the email I created a new account, and wanted to verify it under that same email. I clicked the verify button, and to my expectation, no email from roblox to verify the account!

I don’t know what could potentially cause this issue, but I tried the following:

  • Using a VPN
  • Using 2 different browsers
  • Using 3 different devices
  • Asking my friend to send a request under my address
  • Resetting my cache
  • Adding roblox’ emails in my contacts list.
  • Adding my email under a different platform (eg. outlook to gmail)
  • checked all inboxes

I tried to read the support articles and do what they said, but it didn’t help.
Nothing worked. On top of that, I sent a roblox support request to see what would happen, and support actually responded.

I’m very clueless on what to do in this situation and anything would help.

Main browser information
Google chrome: Version 123.0.6312.58 (Official Build) (64-bit)

System information
AMD Ryzen 9 7960X3D @4.70 GHz, 128 GB NVIDIA GeForce RTX 4090

Direct Links

I hope this bug can be fixed, or at least get some help migrating all accounts that were originally under that email address, to a new address!

Expected behavior

I would expect getting some emails, such as:

  • verifying accounts
  • resetting passwords
  • username reminder
  • when my account is logged into a new device
  • team create invites
  • trade enabled/disabled

A private message is associated with this bug report

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Create an alternate email address, and a new Roblox account verified under this new email address. It’s possible that it’s your email, NOT Roblox, that is being problematic, and this is one of the easiest ways to test that.

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I tried making accounts under a new address which worked, only this 1 email is being problematic. I have friends with the same issue, addresses being under different domains than google, meaning the problem is somewhere within Roblox’ systems. one of their automatic system most likely ghosts certain email addresses under domains that aren’t “gmail.com”, “outlook.com” or more commonly used ones.

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i experience the same but on gmail, lol.

but i tried everything tho, its impossible to fix this unless u create a new email.

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This shouldn’t happen to begin with. Roblox needs to fix this issue, it’s most likely a roblox internal issue probably some false flagging of the email addresses as spam if you keep sending them tickets or whatever

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Yeah, i coudnt get emails anymore on my gmail account for 7 months now, its getting really ridiculous how roblox just cant be bothered to listen to us, and if this account gets banned, how im i gonna appeal???

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Previously I have used many mail clients with Roblox and I’ve never had an issue including gmail, outlook, icrann.irish(self hosted using RoundCube) and zoho.eu.

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Thanks for the report! We’ll follow up when we have an update for you!

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Hey, have you got any updates yet? I am still not receiving emails and it has been 7 months now.

Honestly, I think this bug should be the top priority to be fixed.

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update*

now roblox wont send emails to my new email. great.

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Hey there, has anything been figured out yet? have you guys found the root issue? I’m currently still dealing with that issue on one of my accounts. Have you guys been able to fix anything regarding this issue? I’d highly appreciate some response on this issue

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Hi @idelww. It’s been a long while since this thread has been updated (and apologies in advance for necroing this thread), but I do want to follow up in case you’re still experiencing this issue. On our end, we’re not able to reproduce this issue, but I suspect there was an email issue that we failed to catch at the time of reporting.

If you’re still having trouble getting the password reset email, could you let me know?

Thanks.

2 Likes
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Hey, thanks for reaching back, yes I’m still experiencing the issue on the said email address. Unfortunately I haven’t been able to fix this, and I noticed that the said email address is also unable to receive “Verification” emails. Meaning if I create a new account under that specific email address, I will not receive an email to verify it.

I could send a private message regarding the email address if that would help?

1 Like
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I’ve been experiencing this same issue with my yahoo email since 2023. When I try to get a verification code to reset a password for an account, it never comes through, not even in my spam folder. When I try to get a list of accounts attached to the yahoo email, I complete the captcha and get an “unknown error”.

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It took two months of frustrating back and forth with Roblox support back then to finally get my account moved to my gmail account, but my yahoo email still experiences this issue.

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This has been happening to me as well ever since I got hacked on the first of July, and yeah, I of course know that the hacker did manage to change the verified email but the thing is I was expecting for it to send the first true verified email and not the hacker’s email. So here I am with my last resort of getting my account back since I constantly get ghosted by roblox support a day later.

And yes, I did click the button to where is says that me adding the hacker’s email was not done by me and it did boot them out but now I can’t get a code no more due this issue happening.

Almost forgot to mention they got my account terminated on purpose as well, the method they used is the same method on how the crosswoods people terminated other users, or in other words, a fake child endangerment termination.

Another edit but they also stole all of my limiteds and sold them on the black market, all of them have already been bought.

1 Like
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Hi @idelww, Gotcha. Could you private message me with the email address that you’re having the issue with?

@CJB0425 and @The13thHippie, please feel free to also private message me as well.

I’ll investigate with the team to see what’s happening.

Edit: In your private message, could you also try to get another password reset email sent to you with the affected email address, and let us know at exactly what time you tried to do so?

10 Likes
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Not able to reset Roblox account.
We requested code via email or text but never received a code.
Account was locked for multiple attempts to login in.
We created several tickets and never got a response