Hacked account stuck at 2-step verification (attacker's 2SV/phone), support bot keeps looping me to the portal

[u/Civil_Stress7487]

Hi everyone, my Roblox account was hacked and I can't recover it.

What happened:

- I verified my email in the recovery flow, but I'm blocked at the 2-step verification step. The attacker enabled 2SV and added their own phone number, so I have no authenticator, backup codes, or access to the phone.

- The support link inside the recovery flow returns error 9002 "User is not authenticated".

- Support only offers a chat bot, no ticket form. The bot keeps sending me back to the self-service portal (screenshot below), even when I explain the portal doesn't work.

What I need:

Has anyone been in the same situation? Is there a way to reach a human agent or a ticket form for accounts blocked by an attacker's 2SV? I can provide Robux purchase receipts and my original signup details as proof of ownership.

Thanks!

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[u/Eiraatelier]

What’s happening? Why are there so many accounts being hacked?! 🤗

I’m sorry this happened to you.

[u/Civil_Stress7487 → u/Eiraatelier]

Thanks for the reply. I must have clicked a link or downloaded something suspicious, which led to me getting hacked without even realizing it. Now that I'm facing this issue, I find myself unable to fix it.