Describe the issue:
When I log in to my account, I receive a “Security Notification” prompt telling me to reset my password through the verified email address. When I input my email in the “Enter your email” section, it doesn’t show account associated with that email. The email was removed from the account
I had this issue before, here’s the post link ( Issue with “Security Notification” feature; Account Lockout & Email Removal), fortunately Devforum Staff members helped me out. Now I experience the same issue on my other email address. Contacting Customer Service and thoroughly explaining the issue with screenshots attached is pointless, the only way of fixing this issue is by making a bug report in Devforum
Steps to reproduce:
Go to Security Notification
Enter the email associated with the account
Observe that the account verified with the email is lost and the email is reset
Expected behavior
The email associated with the account shouldn’t be removed
The “Security Notification” feature should only reset the password, not the linked email
When you click “Account Hacked > Forgot Password” on Roblox Support, it now connects you with their AI chatbot — and they’ve made some changes. It actually reverts your account back to the first verified email, which ends up solving the problem for most people. You should try that. Talking to live agents seems pretty useless at this point.
It’s clear they don’t plan to change how this works. I’ve seen a bunch of similar reports marked as “fixed,” so honestly, if there’s still a way to recover your account like this, just take it and call it a day.
The fact that emails get removed from accounts, and Roblox Support completely ignores old emails and won’t help unless you go through their AI, really feels like a push to get us to interact with their system. I’m starting to believe it’s intentional.
But if your email was linked to the account before, just use that recovery option — most people got their accounts back that way. Waiting around for further help probably won’t get you anywhere now, especially from what I’ve seen in your two reports.
Do you know how to reproduce that? If I go to Support form, select the category you told me about and write random description, it doesn’t redirect me to AI bot, but instead it sends a message to customer service agent
EDIT: The ai bot doesn’t help at all:
Is there a specific sentence I have to write to get AI revert the email?
I didn’t originally resolve my issue through this channel — a staff member previously helped me via direct messages. However, I’m assuming that certain keywords now trigger AI-based support here, since it looks like this channel has recently changed its handling process.
I believe that an explanation like this might work:
Hello,
Every time I try to log into my account, I’m met with a security notification that blocks access. The system intended to protect the account seems to have removed the email address linked to it, which now leaves me without any recovery option.
At this point, the only way I can recover access is if that email is restored to the account. Here are my details:
Username: [your_username]
Previously linked email: [your_email]
Roblox Support says they can’t verify ownership without a connected email, but that was the only one ever used. With the recent changes, I believe it’s now possible for you to verify this and help restore the account.
I would really appreciate it if the email could be reattached
Please let me know how this goes, as it really needs to work.
Update: I used the exact same explanation sample you sent me, word for word, and it worked
I’m not sure whether it’s because the DevForum staff members took action (so customer service actually helped) or because of the explanation you provided. Either way, I’m going to mark it as the solution, Thank you
Hi, I actually hadn’t even noticed that you had updated me here until someone recently DMed me on Discord about this thread. Glad to hear you got your account back! At this point, if anyone is still having issues with this, they’re either not explaining the situation properly or their account has a different kind of issue.
When attempting to explain this to support, they claim I “don’t have enough information” and immediately close the support query. Seriously? This is ridiculous. I haven’t had access to my account in days now and I can’t even get a proper ticket open.
