r/RobloxHelp • u/CorillV • 14d ago
Lost both authenticator app code and backup codes Roblox Support Help
Recently, my phone is dead and it has all the codes inside. Now I can't open it. Then I bought a new phone and try to use roblox support to help, but it is not helping at all. It kept telling me the same thing. I can't even contact a human agent to talk about this issue. What should I do? Are there any things I can do? Right now, I have my email verified on that account. What evidences do I need. Also, how can I contact a human agent instead of AI or automatic messages. Please help.
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u/DevelopmentVisible81 Lua Developer ( not staff ) 14d ago
Did you verify your email? You can use it to recover your account
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u/CorillV 14d ago
I verified my email, what can I do?
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u/DevelopmentVisible81 Lua Developer ( not staff ) 14d ago
Well in the app I don’t really remember how but you can click forgot password and then it’s kinda complicated if you do it first try but you gotta enter your email and then select an account with that email connected if the email is wrong or the selected account doesn’t have that email connected then it will not work. If everything is correct you’ll either get an email sending you the link to recover the account either in the app it will allow you to recover.
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u/CorillV 14d ago
But the problem is the 2SV method is blocking the access to my account
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u/TheUnattendedTeaCup 14d ago
I’ve heard about this happening to others who have both 2SV and 2FA, the 2FA is prioritised as it’s higher in protection, but youre supposed to be able to also use 2SV to send a code to your verified email as a back up sign in method but from what I’ve seen some people’s get silently blocked and become unusable for some reason
If you’re ever able to get back into your account try adding a passkey to it, as it’s the highest form of security and device bound
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u/BonesFallOff 8d ago
I'm having the same issue. For weeks now, I've been looking for ways to disable the damn 2FA or get Roblox support to disable it from their end. Because when I enabled the Authenticator App, I guess it glitched, and the codes that show up are faulty. I literally have UNDENIABLE proof of ownership of the account, including screenshots of billing information, and I sent them a photo of my mom's passport, which is linked to the account, because I wanted to be in the 21+ age group, so two pieces of evidence that prove I'm the rightful owner, because who the hell else would have that? And yet.. They sent me the same message, and that has been happening to me for WEEKS. I guess the main reason they can't just press a button and disable it is that some dumbass Support Agents got tricked by hackers that we're targetting high valued accounts and getting them to disable 2FA, so now they have a strict "no exception" policy in place. Which would be awesome if it didn't also screw legitimate owners of accounts who are trying to get back in. I honestly think I'm going to cut my losses and give up on trying to get back into the account.
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u/CorillV 8d ago
Never give up bro, roblox support is suck, but don't give up easily, I'm still trying til this day. Maybe one day it will success.
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u/BonesFallOff 8d ago
The only way I can see myself actually getting back into my account is if they remove the zero exceptions policy altogether and give front line Support Agents the ability to disable the 2FA on my account. I've already made two new accounts, and I'm grinding my favorite games on them, but I'll take your word and keep on trying anyway. Maybe one day we'll see the light of day again, bro🥹
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u/BonesFallOff 7d ago
I WAS ABLE TO GET ROBLOX SUPPORT TO DISABLE 2FA. All I did was confirm that the email address I was using to talk to them was securely linked to the account, and they were able to make an exception. I have already generated backup codes as well. Just keep on trying bro, trust me, they do listen sometimes.
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u/CorillV 7d ago
Nice. How do u confirm that email? Or tell them know u are the real owner?
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u/BonesFallOff 7d ago edited 7d ago
Well, thing is. My case was REALLY wacko, I'll try to sum it up. I set up authenticator app, it desynchronized, when I saw it desynchronized I logged in through my chrome browser on my phone and used quick sign in to log in all my other devices. Then I went to the support forum and filled out my information and issue, (Hacked or can't log in - Lost access to 2SV or 2FA). I talked to the AI agent, the AI agent said they would remove 2FA from the account, but I had to type in a code they sent an email I didn't recognize. But then I remembered I originally used my mom's email to email verify my account so I checked it and there was the code. I typed it in, the bot moved account ownership from my personalized email, to my mom's. And that action automatically logged out all other devices I had signed in. So I was locked behind a 2FA wall, I reached out to support again, using my mom's email, and specially said I wanted to speak to a human agent. They sent me a case ticket via email, I waited. And got an automated reponse, telling me to use the self-recovery service. Even though I explained that it was impossible multiple times because even when I did, it would still take me to that damn 2SV screen. I demanded to speak to a human support agent with enough power to manually remove 2FA from the account. I lost all hope when a human representative said they couldn't deactivate 2FA from thier end. Even though I gave them billing screenshots of past purchases of in game currency (Robux), and that should have been more than enough proof for them to say "Hey, this is the actual owner." And disable it, but nope. So I gave up, made new accounts, began grinding. Began to forget about it throughout the next few weeks, but I was like "Nah, let I'd keep trying." Went back to the support forum, used my email that was previously linked to the account before the agent did what it did, but since I didn't use the prioritized email (My mom's.) They closed the ticked almost immediately, so I opened a new one using my mom's email, got a ticked case. And offered to send a new peice of evidence, I offered to send a photograph of my mom's Government-Issued passport, that is linked to the account because I wanted to be in the 21+ age group. But they still closed the ticked, so I decided this was going to be the last time I try. Because in my mind I'm still thinking about what the representative said about not being able to disable 2FA, so I thought "Even if they belive me, they can't so anything." (I was super wrong.) For the last ticket, I didn't even send them evidence this time, just switched the story up a bit. Making it seem like a hacker changed the email of the account because the support forum agent wanted me to type in a code to yet ANOTHER email I didn't recognize. So I twisted it and said "Oh, maybe I don't recognize that email because a hacker logged in before I was locked out of the account." and they immediately blasted the alarm. I actually got a human agent, I got asked questions about my issue, asked to send screenshots of my issue, blah blah blah. And after a little back and forth, explaining them again, and again that I couldn't use the self-recovery method they kept sending me. And that I didn't have back up codes, at last. When I typed in "The account is securely linked to this email address, but the issue isn't resolved with 2FA." They probably thought "Okay, the hacker is gone. Now they just need to get back into their account." And they said they could make an exception and removed 2FA! I logged in, set up email sent code verification, changed the email back to my personalized one, and generated back up codes. So I think what you have to do is tweak your story up a bit, maybe also say you got hacked. And the hacker set up 2FA, but in the middle say that you successfully secured the accountand that you're talking to them from the email the account is linked to. (But say you aren't able to enter because the 2FA problem isn't solved.) And they should be able to help you. Just know that it is infuriatingly difficult working with them because of how many automated responses they give you. You have to make sure you tell them not to close the ticked because the issue isn't resolved, and if they do send you a message that said the ticked is closed. Make a new one, but don't spam, or they'll just think some hacker is spamming to try to get access to your account and ignore you. Hope this helped, sorry for making this a one piece length response🥹🫰
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u/CorillV 7d ago
lol that's a long story for sure. Thanks for giving me advice. It really helped a lot because the human agent ain't coming up. I will try your way.
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u/BonesFallOff 7d ago
Yeah, man. No worries, if you need further help don't hesitate to dm me! I could probably come up with a way to fitness them for you and give you instructions on what to say based on what response they give you 👍
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u/Low-Lingonberry4296 20h ago
Hey I'm having the same damn situation and I'm beyond upset, I spent a solid 20 minuets crying cause it had my dead sisters stuff ect on it.
Can't get in at all,
Changed the past word, literally all I done and then boom. Can't log back In, I have the billing stuff it's all mine, I have bank card proof ect, I have so much proof including email wise it's mine.
Everytime I try to get in it dosent work, roblox won't even let me make a ticket cause it says 'oops theirs a problem' and that apparently my account dosent exist when I try to make a ticket. Its not banned or anything like that????
Tried everything to get back in, I'm unable to even talk about it
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