Locked out of Roblox or staring at a charge you don’t recognize? The support form is the starting point for general help, but appeals and some purchases have their own routes. Here’s where to send your request and which details to include.
Start with the Roblox support form
For account access problems and billing issues, start with Roblox’s general support form.
Open the Roblox support form in your browser. This route covers problems on computers, phones, consoles, and VR devices.
To reach the same form through the Help Center, search for your problem or browse an article.
Follow the article’s Contact support here link or the footer’s Contact Us link.
The details to include in your request
Enter your contact information and Roblox account username. Select the affected device under What device are you having the problem on?
Choose the matching option under Type of help category.
In Description of issue, explain what went wrong. Include the account, transaction, or technical details relevant to your problem, using the sections below.
Complete the form’s submission prompts to send your request.
If someone has taken over your account
For a compromised account, contact Roblox using the account’s original email address or the email used for its first payment, if available. These details help Roblox assess ownership.
Explain what happened and provide evidence that the account belongs to you.
If you lost items or currency, contact Roblox within 30 days of the compromise to request restoration. Recovery and restoration are not guaranteed.
If your own recovery attempts fail, submit a request through the support form. Roblox’s hacked-account help page also has a customer-support link.
For unexpected charges, identify who billed you
The name on the charge determines where to ask for help. Roblox handles eligible card, PayPal, and Google Play charges; other payment providers handle their own refund requests.
For an unauthorized charge identified as Roblox rather than Xsolla, open the Roblox support form. Contact Roblox Support before disputing the charge with your payment provider.
Include the transaction dates and amounts, billing name, and Roblox username if you know it.
Add the relevant payment identifier: your card’s last four digits, PayPal email address, or Google Play purchase number.
For a charge labeled Xsolla*Roblox, request help through Xsolla Support.
For Apple/iTunes, Microsoft, PlayStation, Meta Quest, Samsung, or Amazon purchases, open Roblox’s refund help page.
Follow your payment provider’s refund link to request help. That request goes to the provider, so it does not create a Roblox support ticket.
Appeal an account or content moderation decision
An appeal asks Roblox to reconsider an eligible moderation action.
Open your moderation notification to find the appeal route. The usual appeal deadline is 30 days; EU users receive six months.
Follow Violations & Appeals when the notification directs you to the appeals portal.
Log in to the portal.
Select the violation you want Roblox to reconsider.
Choose Appeal.
Explain why Roblox should reconsider the decision.
For a content appeal, you can also monitor your asset’s status in the portal.
Open the support form instead if your notification directs you there or the violation is absent from the portal.
Enter a valid email associated with your account.
Include your username and appeal explanation.
For a content appeal, add the asset ID and URL.
Submit your appeal through the form’s prompts. Roblox does not review duplicate appeals for an action it has already reviewed.
Send glitches and experience problems to the right place
Use a bug report for a Roblox platform glitch. For experience-specific items, passes, or a ban imposed by an experience’s creator, contact that creator.
To report a glitch, make a post on the DevForum following its bug report guidelines.
If you can’t post on the DevForum, open the Roblox support form instead and select Bug Report under Type of help category.
Either way, describe what happens, when it began, and whether it affects one experience or several.
For an experience-specific problem, use the creator’s published support or social links, or Roblox communications available to your account. The creator’s channels operate independently of Roblox Support.
Other ways to reach Roblox
To contact Roblox by telephone, call (888) 858-2569, its published US number. Roblox’s terms do not specify live-agent hours, a phone menu, or a guaranteed callback.
For postal correspondence, write to Roblox Corporation, 3150 S. Delaware St., San Mateo, CA 94403, USA. Explain your issue and include a way to contact you.
For personal-information questions or privacy requests, use the support form or email [email protected]. A parent or guardian should complete the form for users under 13.
To request account deletion, open Roblox’s privacy settings. Select Account data, deactivation & deletion, then Delete. Complete identity verification with a verified account email, or use the support form if you cannot log in or need assistance.
Frequently Asked Questions
How long does Roblox Support take to respond?
Roblox’s Contact Us page does not state a response time for general support requests. Roblox says a detailed description of your issue helps its team help you faster.
Does Roblox publish a support email for German users?
Yes. Roblox’s German Impressum lists [email protected]. It does not promise worldwide general-support coverage or a particular response time.
Does reporting a player create a customer support request?
No. Reporting tools send reports to Roblox moderators. In an experience, open the Roblox-logo menu, choose Report, then Person to report a user, or Experience to report the experience itself.
Can I appeal a moderation decision for someone else?
No. Roblox’s moderation appeal process is for the account owner.
