ROBLOX continues to grow larger each day – which also means that more users have questions or need help with all things ROBLOX. Luckily, our Customer Service team is highly trained in assisting our users and finding solutions to their problems in a timely manner. We chatted with members of the ROBLOX Customer Service team about what they do, what you can do if you have an issue, and steps you can take to keep your account secure.
5,000 is a Big Number
Users come to us with all sorts of ROBLOX-related problems – it can be something as small as a changed password, or something as big as a hacked account. We wear many hats in Customer Service, but the underlying goal is simple: we want to get customers the things they need to fully enjoy their ROBLOX experience.
That being said, let’s take a look at some of our primary responsibilities. ROBLOX Customer Service representatives:
- Answer e-mails
- Answer Tweets
- Create Help Articles
- Gather information about emerging issues and report them to developers
- Gather information about customer service improvements from our customers
We respond to an average of 5,000 (!) separate tickets each week (just imagine what it’s like on holidays!). That’s a lot of tickets for a team of 19 people – luckily each of us is trained to deal with every aspect of the ROBLOX user experience. We pride ourselves in the fact that each and every problem is handled by a live person, and we’ve elected to go with a simple solution to prioritizing each ticket. We don’t put any particular issue in the limelight for any reason – issues are tackled one at a time, in the order in which they were received. If you send us an e-mail with a problem, we can almost always have an answer for you in less than 24 hours. And in the rare instance we don’t know of an immediate solution to your problem, we will send you looking in the right direction (more on this later).
Working With the Web Team to Make a Better ROBLOX
We also work directly with ROBLOX web developers–they’ve created an arsenal of tools to help us work more effectively. We’ve worked together on building web tools that expedite our work flow – such as programs for password and email resets, the ability to re-assign groups, and more recently a holding system that’s designed to put an end to scams on ROBLOX. All of these were created in an effort to expedite all of our work so we can find solutions for our users as quickly as possible.
Help Us Help You!
There are a few things you can do before you contact Customer Service that may actually provide you with the answers you need. Always check the ROBLOX Help pages when you have an issue – there are thousands of pages in the “Help” Section in our site, and you can use the search bar to filter your search.
Hacked accounts are an often-reported problem on ROBLOX – and overwhelmingly, it’s not because an account was actually hacked (that’s almost nonexistent), but because someone either used a password that was easy to guess, or – worse – shared their password with another user because they thought they were getting something special. (They weren’t!)
There are simple precautions you can take to make sure your account stays secure. Never give your user name and password to another user, for any reason. If a user is offering you something that seems too good to be true, it is. And remember: there is no such thing as a free prize for filling out a survey or free models for your place if you share your password. Also, ROBLOX employees will never ask you for your password. Anyone claiming to be a ROBLOX staff member and asking for your password is misrepresenting themselves. Report them to help keep ROBLOX safe!
Here’s another tip when you start a dialogue between us: be completely honest. When you ask us to begin investigating, we’re going to find out what happened. Even if you’ve done something wrong, seriously, we’ve heard it all before. We’re not here to get you in trouble, we’re here to deal with your issue and move on. If you’re honest with us up front, that frees up some of the very limited time we have to help others. We can help you faster if you provide us with all the information we ask for.
Feedback
We always want to know what we can do to help you have a better experience on ROBLOX, and though we don’t respond to every comment, we are reading them every day, all the time. Any feedback, positive or negative, is always valued. Just remember, we’re people too! We know that having problems can be frustrating and can cause some anger, but we’re just as eager to find a solution to your problem as you are. Be courteous and respectful, and we’ll return the favor!
We’ll have more from the front lines of Customer Service soon.
I’m going work for Roblox when I grow up.
Can’t wait!! :D
Same.
Roblox seems like a cool place to work, good luck.
Me too!
You Bet Ya I am! 4-5 more years to go!
That is very true.
so thx roblox for everything
roblox has actually inspired me to become a game desinger when im older
Same!
Builderman has 35 million friends but
about 40-45 million people play roblox because you need to think about the people that unfriended builderman.
thats beacause you dont agree to there rules
I love how they have only 19 people and can respond to people so fast i hope they can keep goin on forever ;) good job ROBLOX
I know, right? They can do a lot of work in little as no time possible—- well, it depends on the issue given… But they do a well done job! :D
Keep it up
Roblox
Just 19 people? Wow! -Skanea
So that explains the bot replies. 5000 is a lot for 19 people to handle.
Kathleen,We are already in the prcseos of working on that, we to as a board would love to make it more convienient for parents. This however will take a bit of time to arrange for payment prcseoses and such to be set into place. Thank you for your suggestion
No wonder so many people are hacked! They need to smart up on internet security knowledge.
i wish there was a way to be able to call roblox if you have an issue. i.e your account being hacked
hire more technical support?
I love roblox’s customer service!
They work so fast and well !
They are very satisfying!
GO JANE!
All of you saying that their customer service is ‘amazing’ is false. I’ve asked them to deal with things that are quite legitimate, which they either never reply to or send an automated reply.
One thing ROBLOX: Your customer service reps need more training, and you need to increase your amount of customer service reps.
I have had problem with studios and it still isn’t fixed…
keep up the good work roblox!!!
I Wish I Could Know How Many People Are On Roblox? The Reason I Think 1Billion Is Because Builderman Has Like That Many Friends But Pretty Much All Of Them Can Be Alts, Or Inactive Accounts…Dont Judge Me Of Thinking That Because Thats What I Used To Think…But I Do Know There Are Millions…
There is probably a billion.
Buildman has 35,494,879 friends, some people on roblox deleted him as a friend, I would give a rough estimate of 300,000
Also some of those are alts or random accounts.
There are only 6 billion people on Earth… only about half of them have internet access… Only a part of that know what Roblox is, so it is probably only around 1 million users
There’s under 4 million active ROBLOX users presently.
Roblox getting getting ready to hit the 40,000,000 mark…..of members….Not a billion….
No, there are almost 40 Million.
140,000+ players on the site. Ever read Shedletsky’s tweets?
Make an new alt, and look at it’s ID number. Then you will know.
Actually, there’s about 40,000,000
Almost there, everyone! :)
I bet there IS about a billion, but not a lot are alts or earlier mods that lost accounts
There is about 35 million accounts.
+ the people who unfriend him..
There are around 35,000,000 unique accounts. Most are inactive or alts. I think there’s around 15,000,000 unique users.
Don’t forget, some people unfriend builderman. He’s the creator of ROBLOX! He’s the reason you’re on this awesome site! Why unfriend him?
ROBLOX is like an REALLY kind mom. Who forgives, is helpful and cares for her children. :D
“That’s a lot of tickets for a team of 19 people”
Maybe get more people?
Hire mature players as eXperts.
-Special Badge
-Helps Roblox Staff with the small stuff.
-Gets paid..(Not)
“Maybe get more people?” Maybe they dont have the money to pay all of thoose people?
I now understand why i got an simi-automated reply on my email a little bit more now. 5000 is a huge number.
i just hope i get a real reply eventually.
Although i do understand it though.
Is that why I always get an automated reply to my e-mail? I then need to reply to get an actual person to speak with me.
Their customer service is really good. I didn’t get the Holiday Raygun in December so I contacted them. They had it done in roughly 12 hours. You guys are the best.
Can I ask ?
How can I send a PM to the admins if I found a glitch or a hack in ROBLOX so it can be patched ?
Most hacks are patched, or are being worked on.
CheatEngine is one of the most annoying things because new mods/updates/additions can be made.
In summary, most hacks are already known, I’m not saying that you shouldn’t let an admin know, but if most everyone knows.. well, use some sense.
You would need to email: info@roblox.com
Be courteous and respectful, and we’ll return the favor! That will solve a lot of problems.
http://www.roblox.com/Forum/ShowPost.aspx?PostID=89784716
I love it.
I wish ROBLOX could hirer more people, sometimes the response takes too long and someone who got his or her account hacked by someone else can harm the victim a lot.
Wow! I had no idea you guys only had 19 people! I’ve contacted ROBLOX several times through the info@roblox.com email, and every time I’ve received a beyond-satisfactory solution within a brisk amount of time. That alone is extremely impressive, but now knowing your small amount of people, large companies have no excuse for lack of customer support. Thank you, ROBLOX, for setting a good example.
Will roblox ever have an ingame video editor attachment?
I would like to handle some of the Roblox cutomer problems but alas I’m not old enough.
My friend is quiting roblox cause he barely has time to play roblox so I will be quiting roblox next week unless I get my mining game really high on visites please… D;
Alright, good work ROBLOX. :)
Thank you for posting this, many many members have been reporting things that are really easy, they are just not trying to find the answers to the problems.
Anti-phishing would be great. Too many players get phished.
I love this article. My friend anitaisawesome lost her password once, and the customer service helped her get it back. If there’s one dream on Roblox I have, it’s to somehow help Roblox. Creating games is out of the question, since I’m not patient enough to read the many tutorials that they have on the Roblox Wiki, but maybe I might be able to join the Customer Service. One can always hope. :)
I know all this stuff seems quite cliche, but it is very important to keep your account safe. I know; your probably thinking “Yeah, yeah.. I don’t need to worry this won’t happen to me..”. But what if it does? Just make sure you have a secure verified e-mail in case of emergency. It only takes a small plant to support millions of other plants.
Lol, “We wear ‘alot’ of hats in Customer Service”
Good to know
If you are in need they’ll help you! As in the customer service will help you! Of course they are very depended on. So try to give them a break and help YOUR SELVES! By just doing what they say is the article above!
~ChiefFrisco159 (This is my ROBLOX username!)
People get hacked alot. Great Idea!
Is there a possible way to volunteer to be a moderator/official Roblox Helper?
(By Volunteering, I mean work for free/no pay, in so that you can work at your own house computer to help
Roblox become a better place)
such a great idea :)
Nope. You have to be like 18+ to get a job.
I hope so, I would love to help out with this site!
Ah, nice.
Perfect! Customer service is just what I need to find solutions for problems on ROBLOX!
At least we know the ROBLOX team is aware of all these things going on lately.
This reminds me of Terraria, it’s an indie game, but it’s getting pretty famous. But, because it’s an indie game, only ONE person owns the company and codes the game! (He has some sprite makers though.) Think of how hard it must be for him!
I’d love to become a part of the Customer Service team and help you guys find the solutions to the thousands of tickets! ;)
I’d help.
I would love to become customer service too. I will be 18 in less then two years! WOOT WOOT!
me too
same
Now I have more confidence in ROBLOX. And a little ironic that this article came out, considering I’m having a few issues of my own with ROBLOX. I’ve sent an email, and I still haven’t gotten a reply yet.
Although I may not always agree with their judgement, at least they have some of the fastest responses I’ve ever seen (I`m looking at you, nexon)
We need a phone number..
a phone number being added would only generate a whole new swarm of people and a need for more workers
Always great to spread awareness.
So true.
I agree.