Roblox account compromised & support is useless | 5.4 Million RAP gone | Compromisers uploaded illegal material involving minors & rollback denied

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Roblox support has been ignoring me for 6 days now. EST timezone

Context: I got socially engineered, they gained access to my account, they drained my limiteds and then banned my account.

While this was occurring, I was scrambling to contact support.

After trying 3 different emails (account email , contact/news email, and billing email), turns out I had to contact support from my billing email. That took an extra hour+ for them to tell me.

Finally, with the right email, I mentioned I was currently compromised, and that they were still actively in my account. (May 27, 4:43 AM)

I then mention in a reply for additional information that they have charged my linked visa for Robux (I had to quickly call my bank in the meanwhile and get my card locked and uncharged) and included 3 screenshots showing my passkey, password, and information had been changed on my account (May 27, 4:44 AM)

The compromisers changed my username from NS5Q to "elenaforeveeerr”.

Then, I finally get an answer; Roblox states they have “secured my account and changed the email to the email I was contacting them with” (May 27 5:01 AM)

I try to reset my password given that my email is now back on the account, however I am greeted with “Use backup codes” or “Use passkey”. Passkey doesn’t work for new username. It’s mismatched. Backup codes are expired. So i pressed “I can’t use these 2SV methods” or whatever and it asks for an email. I put the email. then it asks for another email or contact info I use on the account. I try my billing email, contact email, and phone number (which got unlinked so it didn’t work), and none worked.

So I go back to support.
I send and email urgently, that I cannot recover. the cherry on top; they are still on the account, still draining limiteds; I can see my account is online, and items vanishing from my inventory. (May 27, 5:12 AM)

No answer. Followup email, same message. (May 27, 5:27 AM)

No answer. My account is now terminated. They weren’t logged out. They broke a rule on my account, causing me to get instantly terminated. They literally put their own passkey too. (May 27, 6:13 AM).

Roblox answers super late. They mention precautions, and say I need to send my trade logs in order to get my limiteds back… ??? (May 27, 8:13 AM)

Did my previous THREE emails get ignored? Yes, so naturally I follow-up mentioning again I am terminated. When accounts are deleted, trade/transaction logs are inaccessible. (May 27, 8:14 AM)

NOW theres an absurd time gap. Roblox finally replies… To send trade logs. AGAIN. (June 3rd, 7:40 PM)

Naturally, I reply that it’s not possible because my account is BANNED!!! deleted!!! Terminated!!! (June 3rd, 7:41 PM)

Roblox replied. They said I didn’t provide the right format of image. I didn’t even upload any images in the message before. Am I crazy??? (June 3rd, 8:07 PM)

I reply again, full explanation.

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That was June 3rd at 11:19 PM.

It’s June 9, 2:02 AM as I type this.
STILL NO ANSWER!!!

Expected behavior

I hope to get my account unterminated and recovered, all my alts that were chain banned unbanned, and my limiteds rollbacked.

A private message is associated with this bug report

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feeling rlly bad for u tbh, you don’t even know whats the reason of the ban? if so just do midr at this point if no real admin answered you

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I will go that route soon. My phone automatically logged me out from the account’s devforum too, so I’m now unsure how I’m gonna even respond if ROBLOX answers privately :neutral_face:

Hopefully they respond to the ticket i linked in the private message… with a real person.

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Really sorry this happened to you. The support team for the company is probably all AI.

I would recommend if you have proof of ownership, whether it be the first email used for the account, or first phone number, or transaction history then I would try that.

If that still fails, I’m sorry but they probably won’t be able to do anything.

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I think cookies on this website is the same as roblox’s website incase you got logged out

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Good news! Roblox answered today June 18th.

I am still waiting in my rollback and username reverted…

Still kinda crazy it took 15 days :sob:

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Days later, ROBLOX has denied my rollback and won’t give me a reason as to why. This is absurd! This platform is actively promoting and helping the limited black
market, which is quite literally against their own TOS. I can’t comprehend the logic behind the support team.

To add, the people who compromised my account used CSAM images to get me instantly terminated. This deserves a criminal investigation, not only for fraud, but for CP! I’m literally traumatized because I opened the appeal information.

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If I click the first two, which I certainly won’t do, I am greeted with the most vile disgusting images of LITERAL CHILDREN. This platform needs to take more accountability and action!!!

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well atleast you got the account back, congrats man

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The account itself, is only 50% of what’s missing. 5.4 million value and maybe even more was invested into getting the limiteds/the hoard.

They have no valid reason as to why my rollback is denied.

To add, I got hit with the “ We’re sorry to say this but we’re unable to provide you with any further information or response regarding this inquiry.” message when I asked for reasoning.

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I think you could do MIDR regarding that.

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So much time and money will be involved :pensive_face: Will do soon I guess…

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Oh not at all it is free, let me know if you need help doing it