I tried to log into my account, which is the group holder for a group with over 20K+ group funds. When I logged in, I got hit with a “Security Notification.” I followed the steps it asked, entered my email (which was linked to the group holder account), and then suddenly found out the email had been unlinked and the password was reset.
This isn’t the first time this has happened to me, and I’ve seen others deal with the same thing. I contacted Roblox support and got sent through their AI live chat, which eventually connected me to a real support agent. Even though my account had a verified email and an authenticator linked, support still told me they “don’t have enough information to verify ownership of this account.” So now they won’t help me.
I explained that I have a ton of proof, emails, 2-step authentication, and more, but they keep repeating the same message or ignore the proof completely.
After doing some research, I found that I’m not the only one. A lot of other users (especially bulabileceklerse) are losing access to their accounts in the same way. I’ve personally lost access to three accounts, all of which are really important to me. From Bulabileceklerse’s bug report, a Roblox staff member said they had resolved the issue, yet it continues to happen.
I don’t understand why Roblox would design the system to unlink your email during a password reset. At the very least, let people keep their email linked so they can actually recover the account. Right now, it just locks you out with no way back in.
Expected behavior
- Go to Roblox Security Notification
- Enter the email associated with the account
- Observe that it shows the first account that was verified with that email, and access to the subsequent accounts (the ones verified with the email) is lost, with their emails being reset.
A private message is associated with this bug report
