A hacker went onto my friends account (@ap3xdev), changed his password, stole his group, griefed and downloaded all my games (Tycoon Arcade - Roblox) that I shared to my friend, and proceeded to post the stolen games in the stolen group (Apex Tycoons - Roblox). My friend was able to log back in and secure access by resetting his password through email.
Why is it that support responds to his request to restore his account with “Unfortunately, we don’t have enough information to verify ownership of this account. Without verification, we are unable to assist further with your request.”
What can he say to prove his ownership of his account? I find it extremely unsettling as to why support “[does not] have enough information to verify ownership of [the] account” and can outright close support tickets without giving reason as to what proof is missing. Please provide me any pointers, this is how we make a living.
Roblox has access to a lot of your personal information, including: Full Name, Date Of Birth, Country, Address, Payment Methods, Language, Network, E-Mail and Hardware ID.
Proving Ownership
When Roblox Support requires you to prove account ownership, you should send them as much as possible of the information they can access in an understandable and readable format, being formal and understanding that there may be a human reviewing your ticket.
What to do?
Write this template and provide your correct personal information or any additional details/information to Roblox Support:
I will provide information to prove account ownership of the account [username]. Please compare this information carefully with the account and help me restore access to my account.
My Full Name: [Your full name];
My Date Of Birth: [Your DOB];
I live in: [Your location];
I made purchases using: [Your payment methods];
My language is: [Your language];
I signed in and used Roblox on these networks: [Your networks];
My E-Mail: [Your E-Mail];
I played these 3 games before losing access: [Game names];
I have this much Robux: [How much Robux you have].
I am sending this ticket using my account’s E-Mail, also check the account’s Hardware ID has changed as all the other info on my account did due to the attacker hacking me.
Hope it helps!
If you have any more questions or my solution doesn’t work, reply!
Last time i checked, when a successful GDPR request was submitted, i was given:
MAC Addresses
BirthDays
Previous email addresses
Previous phone numbers
Billing information
Moderation History
Social Medias
Previous Usernames
Developer Exchange
Logins (with IP Addresses)
Though Roblox does store more information (Played games, Screen Time, Amo of robux, etc (such information can be viewed in the CS/MOD panel that employees have like mod.roblox.local and much more which can only be accessed on the roblox vpn), but that is what the department gave me directly.
So you could ask Roblox Support to IP-Match a account (i recovered an account via this several years ago) and such, Roblox most of the times only stores information you give it, Roblox will only know your real life name if you inputted that in DevEx or rights manager (as far as i am aware).
Apparently i’m told the trick is to get past the automated reply emails by providing loads of information in the support ticket. Hopefully this works out the best for myself, my friend, and Roblox.
Furthermore, the stealing and posting of games is infringement on my Intellectual Property. This cannot be ignored unless Roblox support has mental difficulties. Asking for trouble at this point.
“Although we appreciate your concern for your fellow Roblox user, privacy rules prevent us from discussing accounts with anyone other than the owner of the account in question or their parents. If someone is having an issue with their account, please have them contact us directly so that we can provide further assistance.” What a joke. He provided MAC Addresses, IP Addresses, Email Access, and more and they can’t verify it? They have been able to restore my account before with the exact same quantity of information. Is it because he created the account on a VPN ip address? But still the games and group were made under his current IP. He is genuinely depressed. Please help.
“We follow particular criteria regarding ownership verification of the account so that we are sure about providing information solely to the account owner.” So they are trying to tell him that the account he has been logged in on at the same location for months is not the account owner. What a joke. The IP that made literally every game and done everything on the account is not the account owner. Roblox support is a joke. When he asks what information he needs to provide to verify account ownership they are unwilling to respond. Mac Addresses, location, verified email and password and more are all provided and they STILL cant verify that he owns the account. What a fucking joke!
That is very stupid of Roblox. When some account has all settings changed and all games downloaded and an email saying it got hacked from the old email, I think it’s all the proof they need.
Essentially, to help anyone else out there, if you fail to verify your email and consent to this message when logging out, roblox is not obligated to recover your account ever, even if you add an email in the future.
This is more efficient and cost-effective for their business; Roblox does not want to have to bother their restores team.
Idk what Roblox Support is even doing. They know that my account has been hacked and I own the account. They know I am contacting them with the original email linked to the account yet still wont help. On their website it states even without email or billing they can use other ways to verify ownership but they lied.
They say contacting them with the first email linked into the compromised account can show some proof of ownership but they lied
