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 from hacking 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 hacked 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 FAQ article 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 Service.
- 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
Hacked accounts are eligible for a one-time recovery of inventory lost, or their approximate value. 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 recover what we can to the best of our ability. For more information and to get the process started, contact Customer Service.
Note: We require notification within 30 days of the account being hacked. Unfortunately, if we are not notified within this time, we are not typically able to recover the account's inventory.
Trades, deals, and scams
Roblox does not support and can not enforce or recovery 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.