Recovering a hacked account — why support keeps rejecting you

First, the part that matters most

Support rejects almost every case for one reason: what you sent does not let them conclude the account was originally yours. Explaining the story at length does not help. Evidence does.

A purchase receipt is your strongest evidence

If you ever bought Robux or a game pass, that receipt is the clearest proof of ownership, because a hacker cannot have records from your payment method.

The problem is that most people do not know where to look. It is not inside Roblox — it is wherever you paid.

1. Bought on Android: Play Store app → profile → Payments and subscriptions → Budget and history. Or play.google.com/store/account/orderhistory.
2. Bought on iPhone: Settings → your name → Media & Purchases → View Account → Purchase History. Or reportaproblem.apple.com.
3. Bought on the website: look for a 'Roblox' charge in your card issuer's app or your PayPal history.
4. Topped up with a gift card: check whether you still have the card with its number, or a photo of the purchase receipt.

If you have no receipt

With no purchase history it is much harder. Gathering all of the following and sending it in one go still improves your odds.

• Roughly when the account was created (year and month)
• Every username you have used before — you can look these up with the profile search on this site
• The email address you originally signed up with
• Games you played often and groups you belonged to
• Screenshots showing your profile or items from before the hack
• The exact date it happened, and what you did right before (which site you logged into, for example)

Past usernames carry particular weight, because they are the kind of thing only you would know.

If you bought the account

An account that someone else originally created is far harder to recover. Roblox prohibits account trading, so the buyer has a weak basis for claiming ownership.

This is why buying accounts is a bad idea. You pay, the account never truly becomes yours, and if you lose it there is nobody to appeal to.

How to write the request

1. On Roblox's support form, choose an account-related issue type.
2. Use a contact email you can actually access right now. If you enter the hacked account's email, the reply goes to the hacker.
3. Lead with the account name and the date it was compromised.
4. Attach the purchase receipt screenshots. If you have several, include them all.
5. List the information you gathered above alongside them.
6. Then wait. Sending the same thing repeatedly can push you further back in the queue.

What to do the moment you get it back

1. Change the password to one you use nowhere else.
2. Check the email address is yours, and change it if it is not.
3. Turn on 2-Step Verification and register at least two recovery methods.
4. Sign out of all connected devices.

An account that was taken once gets targeted again. Work out how they got in and close that route, or it will happen again.

The honest part

Accounts with no purchase history often cannot be recovered. That is unfortunate but true. It only gets harder with time, so if the odds look poor, making a new account and securing it properly may be the better use of your energy.