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ROBLOX Forum » Roblox » Help (Technical Support and Account Issues)
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Read This If Your Roblox App Purchase Failed

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88Toxm88 is not online. 88Toxm88
Joined: 15 Dec 2010
Total Posts: 2790
22 Feb 2013 11:18 AM
I noticed many people are having trouble with the Roblox App for various purchases. I emailed Roblox not too long ago, and I got a reply about an hour later. This is what they want you to do (Follow these instructions so that you can get it quickly resolved instead of having to send about 3 different emails to them.).

1. They will need your iTunes account email/username, as well as your Roblox name.

2. They will need a screenshot of the purchases made that were not successful. How to do this: Open your iTunes on your PC. ---> Go to the iTunes store -----> Go to your account section by clicking the dropdown arrow on the top right of the store. (You may need to log in first) ----> Scroll down until you see Purchase History, and click SEE ALL ----> Take a screenshot of the purchases list (by hitting ctrl+PrtSc key), and then pasting the image to Paint. Save that image and attach it to the email to info@roblox.

3. Tell them whatever else you need to say to them, include your account name if neccisary.

Hope this helps!
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Jackenack is not online. Jackenack
Joined: 02 Oct 2010
Total Posts: 840
22 Feb 2013 08:44 PM
Thanks, but will they reply to my regular email I sent it with or my iTunes email?
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88Toxm88 is not online. 88Toxm88
Joined: 15 Dec 2010
Total Posts: 2790
22 Feb 2013 09:04 PM
Use your regular email.
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jonman11 is not online. jonman11
Joined: 30 Jan 2010
Total Posts: 3386
22 Feb 2013 09:44 PM
I bought 3k robux all with fails all taking money from my account with the purchase failed. Will they add the robux to my account?
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88Toxm88 is not online. 88Toxm88
Joined: 15 Dec 2010
Total Posts: 2790
22 Feb 2013 10:06 PM
Yup. I had my problem completely resolved.
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88Toxm88 is not online. 88Toxm88
Joined: 15 Dec 2010
Total Posts: 2790
22 Feb 2013 10:25 PM
They even gave me free Robux for the inconvenience.
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Jackenack is not online. Jackenack
Joined: 02 Oct 2010
Total Posts: 840
22 Feb 2013 10:27 PM
How long did the reply take, and could you give more specifics of what was the e-mail?
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88Toxm88 is not online. 88Toxm88
Joined: 15 Dec 2010
Total Posts: 2790
22 Feb 2013 10:28 PM
The whole process took less than a day. What kind of specifics are you looking for? Everything I listed at the first post is what I gave them. They emailed me back not too long after and said that they would fix the charges, giving you the refund or your purchase. About 10 minutes later everything was fixed.
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Jackenack is not online. Jackenack
Joined: 02 Oct 2010
Total Posts: 840
22 Feb 2013 10:34 PM
It's been maybe 7-8 hours since I emailed them, so I was just wondering.
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jonman11 is not online. jonman11
Joined: 30 Jan 2010
Total Posts: 3386
22 Feb 2013 10:34 PM
Thanks! Emailed them, awaiting response. Now to sleep and hope for the best!
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88Toxm88 is not online. 88Toxm88
Joined: 15 Dec 2010
Total Posts: 2790
22 Feb 2013 10:34 PM
I would definitely expect a reply by tomorrow morning. Did you get the auto-reply from them right after you sent the email?
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88Toxm88 is not online. 88Toxm88
Joined: 15 Dec 2010
Total Posts: 2790
22 Feb 2013 10:35 PM
No problem, Jon! Hope it's all fixed for you!
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Jackenack is not online. Jackenack
Joined: 02 Oct 2010
Total Posts: 840
22 Feb 2013 10:40 PM
No, I guess I'm just a little worried. Best thing to do is calm down I guess, so yeah.
Thanks for all the help by the way. :)
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88Toxm88 is not online. 88Toxm88
Joined: 15 Dec 2010
Total Posts: 2790
22 Feb 2013 10:41 PM
No problem. If they don't give you a helpful reply, let me know through PM and I might be able to guide you in a way that they can help you out better.
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jonman11 is not online. jonman11
Joined: 30 Jan 2010
Total Posts: 3386
23 Feb 2013 09:19 AM
Still awaiting reply from ROBLOX help... how long would you expect it to take?
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Jackenack is not online. Jackenack
Joined: 02 Oct 2010
Total Posts: 840
23 Feb 2013 10:49 AM
So am I, I'm sending another just in case (because some emails don't get to them). Maybe they don't work over the weekend. :/
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Jackenack is not online. Jackenack
Joined: 02 Oct 2010
Total Posts: 840
23 Feb 2013 10:59 AM
Oh thank the lord, I got my stuff :D
You'll get a message like this:
Your request (#1699064) has been received, and is being reviewed by our support staff.

This is an automated response to let you know we have received your message. The ROBLOX Customer Support Team will respond within 48 hours. If you have submitted a billing inquiry please rest assured we will work to get it resolved in a timely manner.

For account inquiries, it is very important to include the ROBLOX username if known, and the email address that was used when the account was signed up. Please reply to this message with that information if necessary.

For billing inquiries, it is very important to include the full first and last billing name that was used for the account, the billing email address, and if possible the ROBLOX username. Please reply to this message if that information is not included so we can respond more quickly. ROBLOX is both kid and parent friendly: we will investigate erroneous charges and stop unwanted recurring memberships.

ROBLOX Help
-----------------------------------------
:D
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88Toxm88 is not online. 88Toxm88
Joined: 15 Dec 2010
Total Posts: 2790
23 Feb 2013 11:32 AM
Jon, I wouldn't expect it to take more than a day or so. This is a weekend, however, and I'm not sure how many agents are working on weekends.
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88Toxm88 is not online. 88Toxm88
Joined: 15 Dec 2010
Total Posts: 2790
23 Feb 2013 06:08 PM
Bump to help others.
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Imperiosus is not online. Imperiosus
Joined: 05 Oct 2012
Total Posts: 1057
23 Feb 2013 08:56 PM
Thank you mate, just emailed them, hope it works.

Bump.
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88Toxm88 is not online. 88Toxm88
Joined: 15 Dec 2010
Total Posts: 2790
23 Feb 2013 09:03 PM
No problem, good luck!
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OrangeUOrange is not online. OrangeUOrange
Joined: 14 Feb 2013
Total Posts: 1112
23 Feb 2013 09:55 PM
I am on iTunes Store and can't find the purchases help
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88Toxm88 is not online. 88Toxm88
Joined: 15 Dec 2010
Total Posts: 2790
23 Feb 2013 09:57 PM
Go to itunes store ----> Quick links on the right-----> Account --->Scroll down to purchase history, and then click see all.
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OrangeUOrange is not online. OrangeUOrange
Joined: 14 Feb 2013
Total Posts: 1112
23 Feb 2013 10:00 PM
Thanks. I brought stuff on 2 accounts will i just put both account names on.
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88Toxm88 is not online. 88Toxm88
Joined: 15 Dec 2010
Total Posts: 2790
23 Feb 2013 10:02 PM
Alright, good luck with it all.
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