Seemingly nobody seems to be talking about this major issue that should definitely be talked about. Roblox recently introduced a new AI Chatbot for their Support Line. This seems like a good update; however, I have encountered several issues with this AI Chatbot on their Support Line.
Issue 1: Unable to verify account ownership On my alternative account, 1xHolder, I changed the Email address to a different email and asked the support chatbot to reset the email back to the original email. The support bot said it was “unable to verify account ownership” and would not be able to proceed further. This is a major issue because if your account is hacked, you will not be able to recover your account. This is a major drawback that leads me to my next point.
Issue 2: Unable to talk to real Support staff by Email When you go to Roblox Support, it asks you for your Email address. This is because Roblox used to have support by email. Upon my testing and speaking to an AI bot that was not able to verify my account ownership, no option was given to talk to any real support staff to verify my account ownership.
Overall, this just does not seem like a good idea. Having an AI chatbot is one thing, and CAN be helpful, but using it as a resource to recover accounts is NOT a good idea. The images of the chatbot conversations will be posted below.
You are not able to provide proof of ownership to the AI chatbot. I said the email I am contacting from was the original email added to the account. However, the chatbot said it was unable to proceed.
I think you need more proof than that in order to get a hold of your account, ofc as you said you cant provide proof, in which I presume you cant show images (correct me if Im wrong), which in that case this would be a huge issue
Especially since you cant contact an actual support member.
Is it possible to ask it to get you in contact with actual support? I havent used support in a long time so I wouldnt know lol.
May I ask what kind of proof you have? Just to make sure its something they can use to verify it.
The proof that I have is the original account Email address. In the email setting, this is sufficient proof to prove that this is the original acccount ownership.
Regarding your point about images, you are unable to add them! I believe this is a ridiculous feature. I will ask if it can let me talk to an actual support member.
If the account has been set under 13 then the email no longer exists therefor theres no proof of ownership im pretty sure so if you didn’t receive a email change email then your account has probably been set under 13 meaning the email you are contacting them about is invalid
I did see people say the AI chatbot is way better than normal support because they were able to provide proof of ownership to the AI
Also cant you just ask to get a normal human response?
No, the account has not been set to under 13. It was just as a demonstration to prove the unreliability of the AI.
I asked to speak to a human and said it was unable to. There is also no button on the webpage to talk to a person by email.
I was however able to email Roblox Support directly after multiple attempts of the AI not working. I believe if you make multiple support requests with the AI on the same topic, it will eventually send you to a real person. I believe this should be removed because theres no option to speak to a real person first hand, only after multiple failed attempts. I was able to recover the account through email with support.
