Support can only be contacted Monday through Friday. Please take a look at our Opening Hours here.
If you have lost items in Adopt Me because your Roblox account was hacked, you may wish to find a way to get them back.
There are eligibility criteria to meet, and if you don't meet them, we may be able to provide other forms of support in this situation, such as a compensation package or help you contact Roblox support to reclaim your account and provide 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 has 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.
- After this, you can click the Red Panda icon in the middle to sign in on Roblox.
- 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 we 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 confirm that you are the person you say you are.
- Please read through everything carefully, and once ready, select "Confirm and Give Access." If you press cancel, you will not be able to access support. We can only offer support to the connected account, meaning you cannot use an alternate account.
- We will inform you that you are signed in! You may need to press the "Get Support" icon again for the Support widget to appear on the right hand side of your screen.
- You can then look at our relevant hack-related articles or select "My Account Was Hacked" from the menu.
- 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 prevent it from being 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.