When submitting evidence to our team, it should be uncropped and unedited. We will not accept edited images of any form. 

If you have contacted our team to ask for a return of your hacked items, we will need to see enough evidence that your account was hacked and has been secured. This will help you figure out what you should have prepared before opening a ticket with our Support team. 

We can only help your account and return the items if you provide this proof. We will only return items to a secured account as this lessens the risk of being hacked again. 

New Device Log-in Location Detected

You will first be asked for a screenshot of the New Device Log-in Location Detected" email, which looks like this:

This email alert means Roblox has identified suspicious log-in activity and helps us affirm that your account may have been hacked. This is not all the proof we need, but it does accompany it. We cannot solely take this as evidence, as this email can be triggered easily. 

Account Restoral

Afterwards, we will request evidence that Roblox has restored your account after the hack, and thus protecting it from further occurrences. 

You can do this by contacting Roblox here and informing them that your account was hacked. You do not need to tell them you are missing Adopt Me pets, as they may just redirect you back to us and not assist. They can only assist with restoring hacked accounts, so you only need to let them know that your account was compromised and you would like it to be restored and secured. 

You can include additional information such as how and when you were hacked, whether you lost any Roblox limiteds or Robux, and whether any of your settings were changed, such as your PIN and email.

You should do this even if there is nothing you think there is to restore, as this still confirms on our end that your account was hacked and has now been secured. The account restoral email we're after looks like this:

I can still log in to my account; please let me know why I should contact Roblox for a restoral.

Regardless of whether you can still access your account, you should still contact Roblox and get it protected.

We need to see proof from a named Roblox agent that they have restored your account so that we can be certain that it is secure and that the hacker has no other entry points into it. We cannot proceed with your request until we receive this. Not every hacker will change your password, as they find other routes of entry which need to be eliminated.

In addition, due to Roblox Privacy rules, we here at Uplift Games do not have access to the location and login data necessary to determine whether an account is hacked. As such, this Roblox Support email is used as proof since Roblox will only provide this restoration service in the event they detect an account hack within their system when you open a ticket.

Trade History

If you were hacked more than 15 days ago, we will not be able to return your hacked items as you have not contacted us in the time limit allocated for that, however we can offer you a compensation. This time limit is imposed as after a certain period of time the trade history disappears from your trading license and then we cannot issue a return, as the system processes we use need to return it from the trade itself. When this happens, we then ask for trade history as proof of the hack, accompanied with the account restoral screenshot in order for us to be able to issue a compensation package. 

What shouldn't I supply?

• We will not accept any form of automated email, such as:
  • A password reset.
    
    
  • An automated response that lets you know your request has been submitted.
    
     
  • Your PIN or two-factor having been turned off.
• We will not accept Roblox responses unrelated to a restoral, such as a Support query relating to a ban appeal.
• We will not accept Roblox responses that have not restored your account if they cannot verify ownership. 
   
• We will not accept any proof that was dated before the hack occurred.
• We will not accept a response from Roblox informing you that they are still investigating.
   

Roblox Account Verification

If you have received this email stating that Roblox cannot verify ownership, you will need to contact them again using the email connected to your Roblox account. You can find which email address this is within your account settings. 

While Roblox will ask you in the first sentence to reset your password, we cannot accept a password reset because this does not mean your account is secure, especially in instances where the hacker accessed your account bypassing the need for a password. 

Please instead follow the instructions in their paragraph further down: