I just got a new phone because my old iPhone 6 was acting up, but it had the authenticator linked to my Roblox account. I can’t access that phone anymore because it’s lost and dead. I reached out to Roblox Support for help with removing that authenticator connection to set it up on my new phone, but honestly, their support was no help at all. I can’t even use the backup codes since I need the 6-digit codes from the authenticator to view them. What can I do in this situation?
2 Answers
It sounds rough, but your account isn’t technically lost, even though Roblox’s support isn’t great. You should still be able to use backup codes for account recovery. When attempting to log in, look for an option that says “Use another verification method”; that should let you enter backup codes. Are you sure you’re out of backup codes? They should become accessible when logging in or disabling the authenticator. Check this [image link for guidance](https://gyazo.com/c4a5019a118a25e57c27f63a497e93e5).
You should gather as much proof as possible to verify your identity and then reach out to Roblox Support again. Explain that your account is compromised due to the lost phone. You can flag it as “account hacked” or “can’t log in” because of the two-step verification. Include an email proof with your request to ensure a human responds to you. Just be ready for it to take a few days—that’s pretty common with these issues.
I tried that, but it doesn’t give me the option to use backup codes at all! It’s just not showing up.