You go to sign in to Roblox and you cannot get in. Maybe Roblox sent you a notification saying your account is on hold or banned for a rules violation. Or maybe your password suddenly stopped working and your email looks different, which usually means someone else got into your account. Either way, you're blocked and you want a clear path back.
Roblox has two separate recovery tracks, and the one you use depends on why the account is locked. Below you'll find how to confirm what happened, the official route to get back in or appeal, what to realistically expect, and how to secure the account so this does not happen again.
Work through it in order and do not skip the first step. Using the wrong track wastes time you may not have.
Figure Out Why the Account Is Locked Before You Do Anything
Roblox handles two very different situations in two different ways, so you need to know which one you're in. A moderation lock means your account is on hold or banned for a rules violation. When that happens, Roblox sends you a notification.
That notification tells you which appeal options you have and whether to use Violations and Appeals or the Support Form, so read it carefully before acting.
The other case is a hacked or compromised account, where someone else got in and may have changed your email or password. Roblox treats that as account recovery, not as an appeal.
If you simply forgot your password but still control your account and email, that is the easiest case. You can fix it yourself in a couple of minutes.
First, decide which of three situations you're in: forgot password, hacked, or moderated. Each one has its own section below.
If You Just Forgot Your Password, Reset It Yourself
This only works if an email address or phone number is attached to the account. Without either one, you cannot reset the password yourself and will need to contact Customer Support instead (covered further down).
- 1.On the Roblox login page, select Forgot Password or Username? to open the Roblox account recovery page.
- 2.Enter the email address exactly as it appears on the account and select Submit.
- 3.Open the email Roblox sends and press Reset Password. If it does not arrive, check your junk or spam folder.
- 4.If you have no email but do have a phone number, select the Phone tab, choose your country code, enter your number, and enter the 6-digit code sent to your phone.
- 5.If you have more than one account, pick the one you want to reset. Then enter and confirm a new password. Do not reuse an old password or one from another account.
If the reset email or code never reaches you, or the email on file is one you do not recognize, treat this as a hacked account and switch to the recovery path below.
If Your Account Was Hacked, Clean the Device First, Then Recover
If you reset your password on an infected device, the attacker can capture the new one too. Clean up before you do anything else.
Remove any off-site downloads and any browser extensions you do not trust. Then run a full virus scan, restart your device, and scan again to clear out malware.
Next, reset your account password to something secure using the steps above.
Then turn on 2-Step Verification under Settings > Security for an extra layer of protection.
If a password reset does not get you back in because the hacker changed or removed the email, Roblox needs to verify that you are the real owner.
Contact Roblox through the Roblox Support Form.
Prove you are the original owner by giving Roblox either the first email address ever added to the account or the billing email used for the very first payment. That original information still helps even if the hacker changed the email.
If the account never had an email address or a credit card or PayPal purchase linked to it, Roblox says it can still explore other options to verify ownership. An account with no email, no phone number and no purchase history at all, however, may not be recoverable.
One deadline matters more than the rest: contact Roblox within 30 days of the compromise, and do not create a second account to report or recover this one.
If This Is a Moderation Action, Appeal Through the Right Channel
When the lock is a moderation action (an account on hold or a ban), you need to appeal rather than recover the account. Roblox offers two appeal channels, and your notification points you to the correct one.
If your violation category is eligible, the moderation notification will contain a direct link to Violations and Appeals. Sign in if you're asked to.
There, select Appeal, explain why your case should be looked at again, and then keep an eye on your asset or account status.
Appeals must be submitted within 30 days of the moderation action. Users in the European Union have 6 months to appeal an initial moderation action.
If your violation is not listed in Violations and Appeals, use the Roblox Support Form at roblox.com/support instead.
Include your account username and a brief statement of why you are appealing.
For a content appeal, also include the Asset ID and a link to the content.
Only the account owner may appeal, and you must write from a valid email address for that account.
One rule is firm: once a moderation action has been reviewed, it cannot be reviewed again, and duplicate appeals are not reviewed. Make your one appeal clear and complete the first time instead of sending several.
What You Should Honestly Expect From an Appeal or Recovery
Be realistic about outcomes, because Roblox does not guarantee them. Submitting a moderation appeal does not guarantee the consequence will be removed, and most user-created content usually cannot be restored once it has been moderated.
Roblox does not promise a response time, so the only firm numbers you have are the submission deadlines.
For a hacked account, providing the original or billing email does not guarantee recovery. Roblox does not guarantee that an account will be restored to its previous state, or that lost virtual items or currency can be recovered.
Only in very limited circumstances may Roblox offer recovery of lost inventory or its approximate value, and unless required by law, Roblox has no obligation to help users whose accounts have been compromised.
That does not mean you shouldn't try. Send one honest, well-documented request, and ignore anyone who promises a guaranteed fix.
Do not pay any third-party "account recovery," "unban," or "reinstatement" service, because these are commonly scams. Never share your password, a verification code, a 2-Step Verification code, or backup codes with anyone offering to help.
Confirm you are on the genuine roblox.com domain before you enter your credentials or any identifying details.
Verify Your Email or Phone So Next Time Is Easy
The most common reason a lockout becomes a dead end is that the account has no email or phone on it, because password reset only works if one is attached. Fix that as soon as you're back in.
Log in and open your account Settings.
Go to Account Info.
Add an email and follow the link in the email Roblox sends, or add a phone number (for users 13 and over) and enter the one-time code sent by text message. Players under 13 can have a parent verify a parental recovery email from the same page.
All players must verify ownership before an account can be reset or any information changed, so having this contact info on file is what makes future recovery possible at all.
Lock the Account Down So It Does Not Happen Again
Add 2-Step Verification, ideally through an authenticator app, so the account stays protected even if your password or email is stolen.
You turn it on from Settings > Security. Also add at least one backup option, such as a phone number or passkey (under Settings > Account Info) or saved recovery codes (under Settings > Security), so you can still get in if you lose your main verification method.
If 2-Step Verification itself is blocking you from logging in, use one of the recovery (backup) codes Roblox gave you during setup. Each code works only once. If you have no codes left and cannot sign in, contact Roblox through the Support Form. Once you are back in, you can generate a fresh set from Settings > Security by selecting Generate under recovery codes, which deactivates the old ones. If email codes are not arriving, use Resend Code and keep in mind that email codes expire after 15 minutes.
Account Session Protection is also on by default. It ties a login session to your specific device to block session hijacking.
Leave it on. It can be turned off in the Creator Hub under Settings > Advanced, but that leaves the account vulnerable, and Roblox will not be able to help if an account is compromised because the protection was turned off.
Frequently Asked Questions
How do I know if my account is banned or hacked?
A moderation ban or hold comes with a notification from Roblox, and that notification tells you which appeal option you have. A hacked account usually shows up as a password that no longer works or an email that was changed without your knowledge. Match your situation to the right track before you act.
How long do I have to appeal or report a compromise?
A moderation appeal must be submitted within 30 days of the action, and European Union users have 6 months to appeal an initial moderation action. For a hacked account, contact Roblox within 30 days of the compromise. Roblox does not promise how long a review takes.
Can I appeal a second time if I get denied?
No. Once a moderation action has been reviewed, it cannot be reviewed again, and duplicate appeals are not reviewed. Put everything relevant into one appeal the first time you submit it.
What if my account never had an email or a payment on it?
Without an email or phone number, you cannot reset the password yourself and must contact Customer Support through the Support Form. If the account never had an email or a credit card or PayPal purchase, Roblox can still explore other options to verify ownership, but an account with no email, phone number or purchase history may not be recoverable.
Should I make a new account to report my locked one?
No. Use the official channels, either the Support Form at roblox.com/support or Violations and Appeals at roblox.com/report-appeals, and verify ownership from a valid email for the affected account. Avoid any paid third-party recovery or unban service, since those are commonly scams.
Will I get my items or Robux back if my account is recovered?
Maybe not. Roblox does not guarantee that an account will be restored to its previous state or that lost virtual items or currency can be recovered. Only in very limited circumstances may it offer recovery of lost inventory or its approximate value, and you must contact Roblox within 30 days of the compromise to be considered.