ROBLOX committing FRAUD by blocking unverified accounts

bootloop · Aug 23, 2022

My 7 year old daughter has been playing Roblox on and off for almost 2 years. It was installed and logged in on the XBOX, we have purchased ROBUX via the Microsoft Store at various times using my Credit Card and it's also had items claimed from Prime Gaming to the account.

Then out of the blue she comes to me and says Roblox isn't working, it's asking for a password - AFTER ALMOST 2 YEARS!!! Roblox obviously have done an audit of some sort and changed the passwords on accounts that didn't have a verified email.

Instead of alerting the users when they log in to resolve this then just changed the password.

So I try and sort this myself initially thinking the account has just logged out, I use 'LastPass' so have all my passwords saved. Nope can't log in. So I contact Roblox support to find out what the issue is and they ask for the email address so I give them the address that's linked to the XBOX and everything MS.

They respond with "..To assist with or provide information about any account, we must first verify account ownership. Unfortunately, there is no email address or purchase information associated with the account.." So instead of asking for any further information, like purchases etc.. that's it. Done.

What the hell? you can't just cut off an account that somebody has invested time and money into just because something is missing that SHOULD have been there... how the hell can YOU let this happen and get into a position where somebody plays for 2 years with an email missing???

I provided screen shots of purchases form the MS store .references / dates for Roblux, I provided the claim codes for the items that have been added to the account. They don't want to know, nothing. Good bye.

I've looked up the process on how this has fallen over and I imagine its this step highlighted in red. I've checked my outlook mailbox and I never got that email to confirm registration. There's nothing among my old emails.

Log into your Xbox with the Xbox account you want to use to play Roblox.

Open the Microsoft Store on the Xbox console.

Search for Roblox and click Download.

You receive a confirmation email from Xbox.

Load Roblox and click Sign In to Roblox.

Enter your Username and Password.

Link your Xbox Account to Roblox as described below.

So firstly with a failure f the email confirmation - which was never sent again or prompted to complete has left us in a position where all progress and access to the game is lost. Roblox support had no right to reset the password of a functional account without alerting us to the fact the email had not been verified. The system obviously had a point of failure which has been highlighted here. Why should we suffer the consequence?

does anybody have any advice on how we can prove this to be our account?

:)

JosefLBohorquez

Hi and thanks for reaching Microsoft Xbox gamer's community. My name is Josef.
I'm an Independent Advisor and a Microsoft Xbox user like you.

Hope you're doing great today despite this Bootloop

Just to confirm, is this happening only with the roblox account?
If that's the case sorry to say but if they keep denying your recovery process you need to keep trying and verify your account ownership in a different but accurate way :c

From Microsoft side isn't really much that they can do

JosefLBohorquez

Well, as I don't work for roblox is not possible to know why their system is like that

This is beyond Microsoft's scope due to the problem is not with the Xbox account, is with a third party service account.

So, Microsoft is not capable to contact roblox about this.
You can double check here where you get the right game support:

Within the game: This includes in-game bugs and error codes, purchasing content from an in-game store, or gameplay problems. This usually only affects one specific game. For game issues that occur in-game, check out the Game Developer’s Support Articles.

Source: https://answers.microsoft.com/en-us/xbox/forum/...

You can wait to see if someone else reply to this thread.
But you're going to receive the same answer

Microsoft can't do anything due to the problem is not happening with your Xbox account is happening with a third party account

bootloop

As per my notes above this issue appears to have been caused by Microsoft not sending the verification email from XBOX to link the accounts and ROBLOX for allowing the account to continue without this verification.

IF Microsoft could resend this verification it means the email address would be registered with the ROBLOX account allowing them to verify the ownership.

bootloop

If that is the case then why don't they force the verification by sending that out rather than just resenting the password a blocking the account?

I can still login and get this message.

"..For the safety and security of your account, your Roblox password has been reset. To regain access to your account, please type in your email or phone number and click the submit button on this page. If you do not have an email or phone number associated with your account, please contact Roblox customer support at roblox.com/support.."

If the email hasn't been verified because Roblox was only played on the XBOX doesn't this seem extreme?

JosefLBohorquez

Microsoft doesn't send verification emails

The one responsible to do that are roblox servers. But as far as I know when you play roblox. You need to manually verify the email address

There is a button in your "account" / "profile" Section that says something like " verify" my email address

Then, an email should arrive to the email address used to create the Microsoft account

ROBLOX committing FRAUD by blocking unverified accounts