What you can do if you've lost access to both your email and phone number
If you can't reach the email address or phone number linked to your Roblox account, you have one main path forward: contact Roblox Support directly through their support portal. Roblox does not offer a self-service password reset when you've lost access to both recovery methods, so you'll need to prove your identity to their support team before they can help you regain control of your account.
The process takes longer than a standard email reset — typically several days to a week — because support staff must verify you own the account before making changes. You'll need to provide information that only the account owner would know, such as the username, the email address currently linked to the account, and details about your account history or purchases.
Key Takeaways
- Contact Roblox Support through their official support portal at en.help.roblox.com, not through social media or third-party sites.
- You will need to provide your username, the email address on file, and proof you own the account — such as purchase history or the date you created it.
- Support staff will ask security questions designed to verify your identity before resetting your password.
- The process typically takes three to seven business days, so plan for a wait rather than an when ready reset.
- If you regain access to your email or phone, use those methods instead — they are faster and do not require human review.
How to contact Roblox Support for account recovery
Go to en.help.roblox.com and look for the "Contact Us" button, usually at the bottom of the page. You will see a form asking what you need help with. Select "Account Security" or "I forgot my password" from the category menu.
Fill in your Roblox username and the email address currently linked to your account. In the description field, explain clearly that you no longer have access to the email address or phone number on file and cannot use the standard password reset. The more specific you are about your situation, the faster support can route your case to the right team.
Submit the form and watch for a confirmation email sent to an alternate email address you provide. Roblox will send you a ticket number — save this number, as you'll use it to check on your case status.
What information Roblox Support will ask you to verify
When support responds, they will ask you to prove you own the account. Common verification questions include the approximate date you created the account, the last password you remember using (or a partial version of it), any Robux purchases you made and when, or the names of games you frequently played. They may also ask for the phone number or email you used when you first signed up, even if you no longer have access to it.
Answer as accurately as you can. If you cannot remember exact dates, give a range — "sometime in 2021" or "early 2022" is acceptable. If you've made in-game purchases, those are especially useful for verification because they create a record tied to your account. Include the game name, the item you bought, and the approximate date if you remember it.
Do not guess or make up information. If you genuinely do not know something, say so. Support staff understand that people forget details over time, and they have other ways to verify your identity.
Why you cannot use a password reset link without email or phone access
Roblox's standard password reset sends a link to your registered email address. If you cannot access that email, you cannot click the link, and the reset cannot complete. The same applies to phone-based recovery — if you no longer have the phone number on file, you cannot receive the text message code.
This is actually a security feature. It prevents someone else from resetting your password if they somehow know your username but not your email or phone. The downside is that it locks you out if you've lost access to both recovery methods. That's why Roblox Support exists — to handle these situations by verifying your identity through other means.
Steps to take while you wait for support to respond
After you submit your support ticket, check your alternate email regularly for responses from Roblox. Support typically replies within 24 to 48 hours with a follow-up question or a request for more information. Respond as quickly as you can — delays in your replies can extend the overall timeline.
If you regain access to your original email address or phone number during this time, let support know when ready. They can then use the faster password reset method instead of continuing with manual verification. This can cut days off the process.
Do not create a new account with the same username or email address while your recovery is in progress. This can confuse support staff and delay your case. Wait until your original account is recovered and secured.
How to prevent this situation in the future
Once you regain access to your account, update your recovery information. Log in, go to Settings, then Account, and check the email address and phone number on file. If either is outdated or no longer accessible to you, change it to one you actively use and can access right now.
Consider setting up two-factor authentication through an authenticator app like Google Authenticator or Microsoft Authenticator, rather than relying only on email or SMS. An authenticator app lives on your phone and does not depend on a phone number you might lose or change. This adds a layer of security that survives phone number changes or email account closures.
Write down your username and a recovery email address in a safe place — a password manager, a locked drawer, or a trusted family member. If you ever lose access to your primary email, you'll have a backup way to contact Roblox.
What to watch out for during recovery
Do not respond to messages from people claiming to be Roblox Support on Discord, Twitter, or other social media. Roblox Support only communicates through the official support portal and through email replies to your ticket. Scammers often impersonate support staff and ask for your password or personal information — legitimate support will never ask for your password.
Do not pay money or offer Robux to anyone claiming they can speed up your recovery. There is no paid fast-track option. The process takes as long as it takes, and paying someone will not change that.
If you receive an email claiming to be from Roblox Support but it does not reference your ticket number or your specific account details, it is likely a phishing email. Delete it and report it to Roblox through the support portal.
Frequently Asked Questions
Can I reset my password if I still remember it?
If you remember your password, you can log in directly without resetting it. You do not need to go through support. Once you are logged in, go to Settings and change your password to something new, then update your recovery email and phone number while you have access.
How long does the support process actually take?
Most cases are resolved within three to seven business days. Weekends and holidays can add time. If you do not hear back within a week, reply to your support ticket asking for a status update — sometimes cases get delayed in the queue and a follow-up message can help.
What if I do not remember the email address on my account?
Tell support this in your initial message. They can sometimes look up the email based on your username and account creation date. Provide as much detail as you can about when you created the account and what email service you were using at the time.
Can I use a different email address to reset my password?
Not through the self-service reset. The reset link only goes to the email currently on file. If you want to change your registered email, you must first regain access to your account through support, then update it in your settings.
What if support says they cannot verify my identity?
If support cannot confirm you own the account after asking multiple verification questions, they may deny the recovery request. This is rare but can happen if you cannot remember enough details about your account history. If this occurs, ask support what specific information would help them verify you, or whether there are other options available.