Support can only be contacted Monday through to Friday between the hours of 9 AM to 8 PM UTC.
If you have lost items in Adopt Me as a result of your Roblox account being hacked, you may wish to seek support with having these items returned to you. Thankfully, after a long period of closure due to updating our systems, we are once again providing support in returning items to hacked accounts.
There is an eligiblity criteria to meet and if you don't meet it, we may be able to provide other forms of support in this situation, such as a compensation package or helping you contact Roblox support to reclaim your account and providing tips to keep it secure.
Eligibility Criteria
- A ticket to our Support team must be made within 14 days of the hack occurring.
- You must provide an email response from an agent at Roblox who as restored your account.
- All of your trades must be reported under "I didn't make this trade" in-game.
- You must agree to the terms that once returned, all of your items will be untradeable for 30 days.
If you would like support after a hacking incident, follow these steps:
- Access Adopt Me Support by heading to our Support page.
- Following this, you can then click the Red Panda icon in the middle, which will take you to Roblox to sign in.
- Sign in to Roblox as you normally would.
- You will be redirected to a page that informs you our site is requesting access to see your Username (including Display Name, Avatar and Profile Link) and User ID. This is all we will be able to see and have no other access to anything else relating to your account; to reiterate, we have no access to your account, just the ability to view your username. This helps us to confirm that you are the person you say you are.
- Make sure you read through everything carefully, and once ready, select "Confirm and Give Access". If you press cancel, you will not be able to access support, and we can only offer support to the account that is connected, meaning you cannot use an alternate account.
We will inform you that you are signed in, so you can now go ahead and click the pink speech bubble icon in the bottom right corner of the Adopt Me support site.
When asked to select your problem, choose “Lost Items” and then “I was hacked”.
From here on out, follow the instructions in the chat box and answer honestly, otherwise we may not be able to help.
If you have not already done so, please take note of all the information provided by Adopt Me support at this stage to ensure you can reclaim and resecure your Roblox account, and ensure your account does not get hacked again.
If you’d like more detailed information about how to do this, or if you’d like this information without contacting Adopt Me support, please refer to this article.