If someone has taken over your Roblox account, secure the device first, use Roblox’s official password-reset flow, and contact Roblox Support when self-service recovery fails. After you regain access, replace the password, enable two-step verification (2SV), preserve backup recovery methods, and report any unauthorized payment to the company that processed it. Recovery of the account, Robux, or items is not guaranteed, so act quickly and keep evidence of ownership and charges.
First, stop the attacker from getting back in
Changing a password while malware or a malicious browser extension is still active can simply hand the new password to the attacker. Roblox’s hacked-account guidance puts device cleanup before credential changes.
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- Remove anything suspicious. Uninstall downloads you do not recognize and remove browser extensions you did not intentionally install, especially those added shortly before the takeover.
- Run a full virus scan. Use the security scanner already available on your computer or phone and let a complete scan finish.
- Restart the device. Reboot after the first scan.
- Scan again. A second full scan after restarting can catch threats that were not removed or detected during the first pass.
Do not sign back in or enter a replacement password until this sequence is complete. Roblox advises a virus scan but does not require a particular security product.
Try Roblox’s official account recovery
When you still control the account email or phone
Open Roblox’s Forgot Password or Username? recovery flow. Enter the email address or phone number currently attached to the account and follow the reset message or code. Choose a new password that is long, unique to Roblox, and never used on another service.
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If the reset message does not arrive, check the correct inbox, spam or junk folders, and whether you entered the same email or phone that is on the account. Do not keep guessing passwords; repeated attempts can create additional lockouts without proving ownership.
When the attacker changed your email or you have no recovery method
If the password-reset process does not work, or there is no usable email address or phone number, contact Roblox Customer Support through its official support form. Describe that you cannot log in because the account was hacked or stolen. Roblox requires the account owner to be verified before it can reset the account or change account information.
Use the support form for an account takeover, not a moderation appeal. A moderation appeal concerns an enforcement action; it does not replace the hacked-account recovery process.
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Prepare evidence that can help Roblox verify ownership
Support may ask questions that connect you to the account before the takeover. Give precise information rather than a long narrative.
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- The first email address ever added to the Roblox account, if you know it.
- The billing email used for the first payment, if one exists.
- Your Roblox username and any previous usernames you can identify.
- Relevant payment dates, amounts, purchase numbers, or other details requested in the support form.
Roblox says the first account email or first-payment billing email can remain useful even after an attacker changes the current email address. Neither item guarantees that Roblox will recover the account. Do not send a password, browser cookie, two-step code, backup code, or full payment-card number to prove ownership.
Understand what Roblox may restore—and the 30-day deadline
Roblox does not promise to restore a compromised account, Robux, or virtual items. Its guidance says it has no general obligation to assist compromised-account users except where the law requires it, and it does not guarantee recovery of lost virtual currency or inventory.
In limited circumstances, Roblox may offer recovery of lost inventory or an approximate value. To seek that limited assistance, contact Roblox within 30 days of the compromise. This is a request deadline, not a success rate or a promise of reimbursement. Keep the date you first noticed the takeover, screenshots of changed account details, support case numbers, and purchase records.
Secure the account immediately after you regain access
Replace the password
Set a password that is unique to Roblox and has never been used elsewhere. Do not share it with friends, family members, “recovery” services, or anyone claiming to be a Roblox employee. If the same password was used on another site, change it there as well, because the original compromise may have exposed that password.
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Turn on two-step verification
In Roblox account settings, open the security controls and enable 2SV. Roblox’s security materials list an authenticator app, email verification, and a security key as available methods; its hacked-account guidance specifically recommends an authenticator app. A verified email address is required for setup, and Roblox’s setup instructions state that only one 2SV method can be selected at a time.
Add recovery options and save the backup codes in a private place. Losing the selected verification method without having two different recovery methods can leave you unable to sign in again. Treat backup codes like passwords: anyone who obtains one may be able to pass a security check.
Use the right recovery option for a child’s account
For users under 13, Roblox describes a parent-verified email as a parental recovery option. Phone verification is available only in select countries, so do not assume a phone number can be added or used in every region.
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Protect the information attackers target
Roblox warns that theft attempts often use promises of “free Robux” or similar rewards. A page, message, extension, or person asking for your password, cookie, 2SV code, backup code, or sensitive computer information is not a legitimate recovery step.
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- Never copy a browser cookie into a chat or website.
- Never disclose an authenticator code or backup code to someone helping you “verify” the account.
- Do not install an unofficial Roblox launcher, cheat, extension, or recovery tool at another person’s instruction.
- Ignore offers to buy, sell, or transfer inventory outside Roblox’s official systems. Roblox says it cannot enforce those deals or recover inventory lost in them.
Roblox says its employees will never ask for your password or security codes. Use only the official Roblox support and account-security pages when entering account information.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.Handle unauthorized charges through the correct provider
First identify the payment method and the exact charge descriptor on your bank or payment statement. The refund route depends on who processed the transaction.
| Charge or payment route | What to do |
|---|---|
| Credit card, debit card, PayPal, or Google Play | Contact Roblox Customer Support before opening a dispute. Roblox warns that after a dispute is filed it may be unable to issue a direct or immediate refund. |
| Descriptor says “Xsolla*Roblox” | Report the charge to Xsolla, the processor named in the descriptor. |
| Apple or iTunes | Request the refund through Apple’s payment-support process. |
| Microsoft, PlayStation, Meta Quest, Samsung, or Amazon | Use that platform’s own refund process; the platform processed the payment. |
For a Roblox support request, provide the charge dates and amounts, billing name, the last four digits of the card when relevant, payment-account information, purchase numbers, and your Roblox username if known. Include only the details requested. Keep copies of statements and case correspondence, and do not put a full card number, password, or security code in an unsecured message.
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If your bank or payment provider has already blocked the card or account, follow its fraud instructions while preserving the Roblox case information. A payment dispute and an account-recovery request are separate processes; completing one does not guarantee the other.
Choose the next step based on your situation
| Your situation | Next action |
|---|---|
| You can access the current account email or phone | Finish the official password-reset flow, then set a unique password and enable 2SV. |
| The reset flow fails | Contact Roblox Customer Support and explain that the account was hacked or stolen. |
| The attacker replaced your email or phone | Give Support the first account email or first-payment billing email if available, plus the requested ownership details. |
| Robux or inventory disappeared | Record what is missing and contact Roblox within 30 days if you want to request limited lost-inventory assistance. |
| An unfamiliar payment appears | Identify the processor and follow the provider-specific route before disputing card, PayPal, or Google Play charges. |
Common mistakes that make recovery harder
Resetting the password before cleaning the device
If malware or a malicious extension remains, the new password can be captured immediately. Complete the remove, scan, restart, and rescan sequence first.
Paying an account-recovery seller
No outside seller can guarantee that Roblox will verify ownership or restore items. Sharing credentials with one can create a second takeover. Roblox also says it cannot enforce off-platform trades or recover inventory lost through them.
Disputing a charge before contacting Roblox
For card, PayPal, and Google Play charges, Roblox asks users to contact Customer Support first and warns that a prior dispute can limit its ability to issue a direct or immediate refund.
Sharing codes or cookies with a supposed employee
Roblox states that employees will not ask for passwords or security codes. A request for either is a scam signal, even if the person knows your username or displays a convincing support logo.
Assuming recovery is guaranteed
Ownership evidence can help Support evaluate a case, but Roblox does not guarantee account, Robux, or inventory restoration. Preserve evidence and make the request promptly instead of waiting for an outcome that may not be available.
After recovery: a short maintenance checklist
- Confirm that the account email and phone number belong to you.
- Review security settings and remove recovery options you do not recognize.
- Enable one 2SV method and store backup codes safely.
- Check account activity, Robux balance, and inventory for changes you did not make.
- Review payment statements for unauthorized transactions and record their processors.
- Keep Roblox passwords, cookies, 2SV codes, and backup codes private permanently.
Roblox can change interface labels, recovery options, and payment-provider routing. If a screen differs from these instructions, stay within Roblox’s official support and account-security flows rather than following an unsolicited link or message.
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