How to Recover a Hacked or Locked-Out Account

This is for when you cannot log in. If you can still get in, lock the account down. If you were banned, appeal the ban.

Updated August 15, 2026

Three different problems

Locked out / hacked is this page. Still have access is a lockdown. Banned is an appeal. Mixing them in one ticket slows Support down.

Which situation are you in?

You remember the email or phone on the account — start with Forgot Password. Most recoveries end here.
Reset mail goes somewhere else, or the password was changed overnight — the account is compromised. Skip self-serve and file Support.
No email or phone was ever added — self-serve cannot help. Support needs ownership proof.
You can log in but keep getting reset emails — you are not locked out. Use Secure your Roblox account.

1) Clean the device first

Roblox’s hacked-account help starts here for a reason. If a stealer or a fake “login” page is still on the computer, a new password lasts until the next launch. Update the OS, drop unknown browser extensions, and run a malware scan. Then recover from a browser you type roblox.com/login into yourself.

2) Forgot Password (email or phone)

Official steps match I Forgot My Password.

On the Roblox login page, choose Forgot Password or Username?
Enter the email on the account, or switch to the phone tab and use that number.
Open the reset email or SMS. If several usernames share that email, pick the right one.
Set a new password you do not use anywhere else. Do not reuse the old one.

If nothing arrives, you have the wrong email, the inbox is compromised, or the attacker already swapped it. Check spam once. Then go to Support instead of retrying ten times.

3) Support, when self-serve is dead

Use roblox.com/support. Category is an account / login / hacked issue — not a ban appeal unless you also have a moderation notice. Roblox’s My account was hacked article is the source for the 30-day inventory window and the “we do not guarantee restores” line.

Put this in the ticket. More ownership beats a longer rant:

Username and numeric User ID
The first email you put on the account, even if it no longer works
Billing email and order IDs from Robux or Premium (screenshots of receipts help)
Approximate account creation date and devices / cities you actually played from
When you last had access, and what changed (password, email, unexpected purchases)

Subject: Compromised account — cannot log in — Username: <username> (User ID: <id>) Hello Roblox Support, I can no longer access this account. I believe it was compromised around <date>. Forgot Password sends a reset to an email I do not control / there was never a verified email. Ownership details: - Username: <username> - User ID: <id> - Original email: <email> - Billing email / last purchase: <details> - Devices I used: <phone / PC> - Last successful login: <date> Please restore access to me and review recent email, password, and purchase changes. I will enable authenticator 2FA and an Account PIN as soon as I am in. Thank you, <name>

One ticket. Duplicates slow the queue. Never include your current password or authenticator codes.

4) After you get back in

Change the Roblox password and the email password. Turn on 2FA on both.
Settings → Security → log out of all other sessions. Enable authenticator 2FA, not email-only.
Turn on an Account PIN so a stolen session cannot flip email or trades.
If they spent Robux, do not spend what is left, and follow the refund steps.
If they got the account banned, send a short appeal that points at the compromise ticket.

The full lockdown list lives in Secure your Roblox account.

Recovery scams

Paid “account recoverers” on Discord, TikTok, and Reddit.
Lookalike help sites that ask you to sign in so they can copy the session cookie.
Anyone claiming to be Roblox Support in DMs. Official mail comes after you open a ticket.

Related:

Frequently asked questions

I can still log in. Is this the right guide?

No. If you are in the account, lock it down with the security guide: new password, authenticator 2FA, Account PIN, sign out other sessions. This page is for when the password, email, or phone no longer gets you in.

I was banned. Is that the same as hacked?

No. A moderation notice is an appeal, not a recovery ticket. Use the ban appeal guide. If a hacker got you banned, recover first (or in parallel) and say the activity was unauthorized.

The reset email goes to an address I do not recognize.

The attacker already changed the email. Stop using Forgot Password — you are sending them another reset. File a support request, list the original email, and attach billing proof.

There was never an email or phone on the account.

The self-serve recovery page cannot reset that password. Support has to verify ownership another way: receipts, the first email you remember, devices you used, and when the account was created. A username alone is not enough.

Will Roblox restore stolen limiteds and Robux?

Not guaranteed. Their hacked-account help says they are not obligated to restore items or currency. In limited cases they may help if you contact them within about 30 days of the compromise. File quickly and keep receipts.

Someone on Discord said they can recover it for a fee.

That is a second steal. Real support is free and never asks for your current password or 2FA codes. Anyone who wants a remote-access app or your cookie is the hacker.

How do I find my User ID if I am locked out?

If you remember the username, the username-to-ID tool can look it up. Old screenshots, trade receipts, and your browser history on roblox.com/users/ also have the number.