Whenever possible, we work with parents and customers directly as part of our permissive refund policy to provide a refund for unauthorized purchases. However, some third-party payment processors require refunds to go through their support services and Roblox is unable to refund charges for those providers.
Reporting Unauthorized Charges for Credit Card, PayPal, and Google Play Purchases
If you notice charges on your Credit/Debit card, PayPal, or Google Play account that you did not authorize, please contact Customer Support before disputing any charges. Once a charge has been disputed, a refund cannot be issued due to the payment provider’s dispute process. Roblox works with multiple payment providers to provide a safe and secure purchasing experience. Please continue reading for more information on contacting us or a third-party provider for unauthorized charges.
If the charge on your statement says “Xsolla*Roblox”, please contact Xsolla’s Customer Support team at: https://help.xsolla.com/
If the charge on your statement says “Roblox”, without the “Xsolla” prefix, please contact Roblox’s Customer Support team at: https://www.roblox.com/support
When reporting charges make sure to provide the following:
- List of the charges by date and amount
- Billing Name
- Last four digits of the Credit/Debit Card used
- PayPal account email address
- Google Play purchase numbers (GPA.###)
- Roblox username (if known)
- Any attachments must be in .jpg or .png format to be viewed
Reporting Unauthorized Charges for Apple/iTunes, Microsoft Store (Windows App or Xbox), and Amazon Purchases
Roblox also accepts payment through iTunes, Xbox, Microsoft (Windows App or Xbox), and Amazon. These purchases will appear on any linked card or bank account you have associated with your mobile/console provider.
These payment providers require any refunds to go through their support services and these charges cannot be refunded by Roblox.
Please reach out directly to Apple/iTunes, Microsoft (Windows App or Xbox), or Amazon to request a refund for any unauthorized purchases through their services. Links to their sites are listed below:
Mobile/console providers also offer additional features such as password protected purchasing you can enable on your account to help prevent accidental or unauthorized charges. See the following articles from these providers:
- Google Play Settings
- Microsoft (Windows App) Settings
- iTunes Settings
- Amazon Settings
- Xbox One Settings
Fraud and Refund Investigations
After reporting applicable Credit/Debit, PayPal, or Google Play charges to Roblox’s Customer Support, our billing department will investigate and assist you with eligible refund requests. As a reminder, please contact us before disputing a charge. Once disputed, Roblox will be unable to provide a direct or immediate refund due to the dispute process.