Has anyone ever managed to contact Roblox?

[StevieP]

Apologies if this is the wrong place to post this but my son had his Roblox account hacked (yes, stupid thing to let happen and I know the community is toxic but for the most part he just plays with his friends!) - anyway, I've tried submitting a number of support tickets but the limited responses I've had so far have all been from people that I suspect have difficulty tying their shoelaces in a morning, if you know what I mean.

Does anyone have any way of contacting this awful outfit or am I at the mercy of just submitting ticket after ticket after ticket until they ban me?

 

[kkelly]

When my son's account stopped working some random error code, they suggested we just create another one. I hate Roblox, but all his friends are on it

 

[StevieP]

When my son's account stopped working some random error code, they suggested we just create another one. I hate Roblox, but all his friends are on it

Right now it's the principal, plus he's (against my better judgement) spend actual real world money on it!

 

[no_1_dave]

Same happened to my daughter, she had her account for over 5 years, with loads of items you cannot get any more. She had literally played it every day from primary school right through secondary school. She had spent birthday/Christmas money on Robux over the years likely totalling to over £100.

Roblox didn't care.
The hacker removed her email address and Roblox support kept saying that because no email address was on file there was nothing they could do.

I sent emails she had received in the past, receipts for Robux, the warning email saying somebody with an IP located in the Philippines had logged in and had removed her email address, etc. I literally went back years downloading emails and hunting down screenshots she had taken and sent it all into them. They kept coming back with the same "there is no email address associated with the account so we cannot verify the owner" response. Even managed to get the whole thing sent through to a 'supervisor' who said exactly the same thing.

She ended up having to accept she had lost the account... She created a new one but rarely plays it now and certainly won't spend any money on it any more.
I've come to the conclusion that some customer service staff are in on it, probably involved with the hacking and selling of accounts. I just find it impossible to believe that they can be that unhelpful if they don't have some sort of stake in it.

I can see now why Nintendo refuse to allow a native Switch port.

 

[Bluebozzy]

Same happened to my daughter, she had her account for over 5 years, with loads of items you cannot get any more. She had literally played it every day from primary school right through secondary school. She had spent birthday/Christmas money on Robux over the years likely totalling to over £100.

Roblox didn't care.
The hacker removed her email address and Roblox support kept saying that because no email address was on file there was nothing they could do.

I sent emails she had received in the past, receipts for Robux, the warning email saying somebody with an IP located in the Philippines had logged in and had removed her email address, etc. I literally went back years downloading emails and hunting down screenshots she had taken and sent it all into them. They kept coming back with the same "there is no email address associated with the account so we cannot verify the owner" response. Even managed to get the whole thing sent through to a 'supervisor' who said exactly the same thing.

She ended up having to accept she had lost the account... She created a new one but rarely plays it now and certainly won't spend any money on it any more.
I've come to the conclusion that some customer service staff are in on it, probably involved with the hacking and selling of accounts. I just find it impossible to believe that they can be that unhelpful if they don't have some sort of stake in it.

I can see now why Nintendo refuse to allow a native Switch port.

It's all extra cruel that CS agents are aware that Roblox is almost exclusively played by kids. It's just heartless to be this useless as recovering something so important to a child.

 

[Spacedeck]

I dread the day anything like this happens to my daughter's account. I have 2FA enabled, so hopefully we are covered from this happening.

Recently I got her to play Sims 4 and now she mostly plays that over Roblox! Good result, even if the DLC is another money sink .

 

[Chibi28]

My son is hooked on Roblox too and I dread to think how much he has spent on it. I hope he won't get hacked and pray that he will stop playing it soon. He's 16 now...

 

[StevieP]

My son is hooked on Roblox too and I dread to think how much he has spent on it. I hope he won't get hacked and pray that he will stop playing it soon. He's 16 now...

Nothing is certain but at the very least I suggest that he has 2-factor authentication enabled!

By way of an update on this I've now submitted my 7th support ticket - to which, if I even get a reply, tells me the following:

Thank you for your reply.

We would be pleased to assist you in this concern. Although, we must verify account ownership.
Unfortunately, we don't have enough information to verify ownership of this account. Without verification, we are unable to assist further with your request.
We appreciate your understanding.

It should be noted that my account (and my son's) IS verified - so when I counter with this (or ask what IS required to "verify account ownership") I subsequently get the following response:

We're sorry but we're unable to provide you with any further information or response regarding this inquiry.
We encourage you to review the previous information sent to you as we have provided you with all that we can at this time.

Given I've had these responses on a number of occasions now, I'm pretty sure that "Roblox Support" is entirely automated and is designed in such a way as to not help anyone with their issues!

Complete joke and neither of my sons will ever spend a penny on their platform if I have anything to do with it!

That said I am going to send one e-mail per day until I either get a response or die.