I’ve been hacked; what do I do?

Here are some simple and effective steps that’ll help you regain control of your account and make sure you don't get hacked again:

Step 1: Contact Roblox

• If your account has been compromised, contacting Roblox is a vital step to protect your account. Even if you can still access your account, you should contact them regardless, as they can restore your account to secure it and remove any entry points the hacker may have in your account, stopping further access. 
• Contacting Roblox also means you will receive an account restoration email response, which our team requires if you want your Adopt Me items returned.
• Head to Roblox Supportand follow these steps:
  • Fill out the contact information on the form. You should include the Roblox username and email address associated with the hacked account. The email address you fill in should be a connected or a billing one. Roblox cannot verify ownership if the email address is neither of these.
    
  • In the issue details section, select the device you're using, and under "Type of Help Category", choose "Account Hacked or Can't Log In" on the drop-down menu, followed by "Account Hacked" on the secondary menu.
    
    
  • You should then focus on writing an accurate description of the issue. You mainly need to let them know your account was compromised and that you would like it restored and secured.  

Description of Issue

Here is a baseline description that you can use to start:

"I have been redirected from Adopt Me! Support as I need assistance in restoring and securing my hacked account. I was hacked on dd/mm/yyyy. I was hacked by {insert a description of how you were hacked}. The Roblox username of the person who hacked me is {insert Roblox username}. Please help me secure my account."

• You should inform them whether you lost any Robux or Roblox limiteds.
• You should inform them whether your settings, such as your PIN or 2 Factor Authentication, were changed.
• You should inform them if your age was changed.
• You should inform them if your email was changed.
• You should inform them if your password was changed.

Step 2: Setup a new secure password

For information on how to change your password, please visit Roblox's support article here.

Step 3: Enable 2 Step Verification

• Once you’ve set up a new password and logged into your account, enabling 2-Step Verification can be very helpful in securing your account against future threats as it creates an extra layer of protection against password theft. For information on how to enable 2-Step Verification on your account, please see Roblox's support article here.
• This means that you will either receive an email whenever there is a login to your Roblox account from a new device, with a code you will need to put in to access your account, or you need to enter a code from an authenticator app each time you wish to log in

How to prevent being hacked again

Use 2 Step Verification (2SV)

Using two-step verification is a very effective way of preventing people from accessing your account without also having access to your email. Please see step 2 above to learn how to enable two-step verification on your Roblox account.

Keep your details private

You should never give out your password to anyone other than your parent or guardian. Be sure never to post your account login information on Roblox or social media. Members of Adopt Me’s staff team will never ask for your password.

Always log out of your Roblox account when you are done playing

If you’ve logged into your account on a device that you don’t own, whether it be a school computer or a friend’s tablet, it’s possible that the device still has your login information saved. Always log out of any device you don’t own once you’re done playing. 

You can also log out of any unknown devices by using Roblox’s “Secure Sign Out” feature, which logs you out of all devices you’re logged in to other than the one that you’re currently using. To do this, follow the following steps:

• Go to your Roblox account settings via the gear in the top-right corner in a browser, or tap the three dots on your mobile app and then tap the ‘Settings’ button.
• Select the ‘Security’ tab, then tap the ‘sign out’ button in the ‘Secure Sign Out’ section.

Use this feature often to ensure that you're only logged into the devices you own and regularly use.

Avoid suspicious requests

If someone tells you something that seems too good to be true, whether on social media or in-game, it’s most likely a scam intended to steal your information or gain access to your account. If someone promises you Robux, Adopt Me items, or real-world money in exchange for your password or as a reward for a seemingly easy task, you should block their account and report them on Roblox if possible.  

Adopt Me staff will never ask you to join a private server or log in to your account on a different website. If you win an official competition held by Adopt Me, you will receive your items directly in your inventory.

Know what to look out for

Hackers commonly use phishing sites to steal information. These sites are designed to look exactly like official company websites and ask victims to enter sensitive information such as their passwords and credit card details.

Always log in to the official Roblox page to avoid having your information stolen.

Will Adopt Me recover stolen items?

Adopt Me Support does offer a one-time return of trades reported as hacked, provided the following conditions are met:

• A ticket must be made with our Support Team within 14 days of the hack occurring.
• All trades must be reported in-game under "I didn't make this trade."
• You must provide proof of being hacked in the form of an email from a human at Roblox Support.
  • We do NOT accept Password Reset, Email Changes, Phone Number Changes or any automated email.

All returned items will be untradeable for the first 30 days after the return is made. However, this number could change on circumstances and agent discretion. 

To contact Roblox Support to get proof of an account hack, please visit their Support Form here.

If you meet all of the above requirements, make a ticket with our team during our business hours here.