If you think your account may have been hacked, we understand this can be a scary experience. That said, we're here to help. In addition to the Roblox security features, remember that the ultimate power in account security rests in the hands of the player. So before we continue, please make sure you brush up on the ways to keep your account safe by clicking here. This also may help you in determining exactly how the account may have been hacked.
After reading up on the best methods for keeping an account secure, let's look into some ways to potentially get things recovered.
If you downloaded something from another site or used an untrusted browser extension:
If there's a chance that your account may have been compromised due to accidentally downloading a bad program from another site on the internet, we'll want to work on getting rid of the malware first. If we don't, then your new password could also become compromised.
To do this, run a complete/thorough (not quick) scan using your anti-malware program of choice. After you are done, be sure to restart your computer. For added security, you may want to run the scan again to make sure any removed malware stays removed.
If you recently installed a browser extension, this may have allowed someone to compromise your account. We recommend removing all browser extensions just to be sure and only using browser extensions from verified and trusted sources.
Reset Your Password
If your account was compromised and your computer is free of malware/viruses, you'll want to reset your password. For assistance with this, please click here.
Enable 2-Step Verification (2SV)
Please be sure to enable 2-Step Verification as an added security measure for your account. This feature can be found in your Account Settings Security tab. For more information, please see our FAQ article with all the details of this great security feature.
If Resetting Your Password Doesn't Work
If resetting your password does not work and you need help getting back into your account, please see the following:
- Email email@example.com
- You will be asked to verify ownership of the account. The best way to do this is to write to us from the account's original email or the billing email associated with the first purchase on the account
- Even if your account is compromised and the email is changed, we can still see the original owner and/or billing email on the account
- If your account did not have an email address or a credit card/PayPal purchase, we can still work with you to try to verify ownership and return the account
If You Lost Items or Currency on Your Account
Compromised accounts are eligible for a one time restoration of items and/or currency lost or their approximate value. Please note that Roblox does not have a feature that allows us to revert an individual account to a previous state, but we still work to restore what we can to the best of our ability. For more information and to get the process started, please contact firstname.lastname@example.org.
Note: we require notification within 14 days of the account being compromised. Unfortunately, if we are not notified within this time, we are not typically able to issue a restore.
Important Notes and More Information
Roblox does not condone and cannot enforce or restore for players making deals for items, currency, etc. You should never make a trade or purchase an item because someone else promises you something in return. Report players attempting to make these deals with the Report Abuse feature.
Stealing accounts or items or currency is a severe violation of the Terms of Service. Any and all associated accounts involved in theft will be deleted.
Stay safe and secure! If something sounds too good to be true, don't risk it. You are the best defense against your account being compromised.
For more information on matters relating to account settings and security, please see the following links: