Losing an account can be scary. Don't worry — we're here to help! Follow the steps below, then be sure to read how to protect yourself in the future.
Recovering your account
Let's look at some steps to take for getting your account back on track.
- Remove Off-site Downloads or Browser Extensions
You will need to get rid of any malware before recovering your account. If you've accidentally downloaded something from a bad site, this could allow your account to be compromised again.
Run a full virus scan on your computer to remove harmful files and programs. Restart your computer and run the scan one more time to be safe.
Any browser extensions installed should be removed. Only use extensions from safe and verified websites.
- Reset Your Password
Change your account's password to something that is secure and isn't easy to guess. Check out these steps on how to reset your password.
- Enable 2-Step Verification (2SV)
Enable 2-Step Verification as an added security measure for your account. This feature can be found by going to Settings > Security. For more information, see our 2-Step Verification Help Page with all the details of this great security feature.
If resetting your password doesn't work
If resetting doesn't work and you need help getting back into your account, contact Customer Support.
- We need to make sure we're talking to the original account owner. Contact us from the first email address added to the account, or from the billing email address that was used for the very first payment made on the account. Even if your account is compromised and the email is changed, we can still see the original owner 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
Unless required by law, Roblox is under no obligation to assist users whose accounts have been compromised. Roblox does not guarantee that an individual’s account will be restored to its previous state, or that Roblox will be able to recover lost virtual items or virtual currency.
Only in very limited circumstances, Roblox may be able to offer compromised account owners the ability to recover lost inventory or the approximate value of that inventory. In case your account is compromised, and you seek assistance, you must contact Roblox within 30 days of compromise.
For more information and to seek assistance, contact Customer Support.
Keeping your account secure
To make your account more secure, please enable 2-Step Verification via Authenticator app. This will help keep your account safe even if your password or email is stolen. To learn more about 2-Step Verification, visit our 2-Step Verification Help Page.
Trades, deals, and scams
Roblox does not support and can not enforce or recover inventory for players making deals for items or currency outside of our official systems. You should never make a trade or purchase outside the system because the other person could trick you and back out. You can read more about Player Trading Scams.
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.