Unauthorized robux purchases

For unauthorized Robux/Xbox purchases on a Microsoft account, the supported paths are:

1. Investigate and secure the account

• Follow the compromised-account guidance to ensure the account is secure and no one else can continue making purchases: How to recover a hacked or compromised Microsoft account.
• This includes checking for suspicious sign-ins, removing unknown security info, scanning devices for malware, and confirming no forwarding rules or other changes were made.
• If the security info has been fully replaced and the recovery form fails, there is no other supported method to regain control beyond that process.

2. Dispute the charges with Microsoft

• For accidental or unauthorized purchases, Microsoft directs users to the refund/returns process: Returning items you bought from Microsoft for exchange or refund.
• For Xbox and digital games, use the Xbox refund page: Request a refund for digital games. Sign in, select the relevant order, choose Request a refund, provide the reason, and submit. Refund requests can take up to 72 hours to process, and status can be checked under Refund status.
• If online returns are not available or the request continues to be denied, contact Sales/Microsoft Store support directly for review: Contact Microsoft Store Support. Have the Microsoft account and order numbers ready.

3. If the charges remain and are truly unauthorized

• If there is a specific issue with a game or app purchase or a strong reason to request a refund and Microsoft’s own refund channels do not resolve it, contact Microsoft Support as above before going to the bank.
• A “chargeback” is when the bank/financial institution reverses a transaction because it was made without consent. If choosing this route, work with the bank or card issuer to dispute the transaction. Note that repeated misuse or abuse of chargebacks can be considered fraud.

4. Prevent future unauthorized purchases

• Ensure the account is fully secured (strong password, 2FA, and verified security info) using the compromised-account guidance.
• If children or others may access devices, configure purchase protections:
  • On Windows 10/11 Microsoft Store, require a password for purchases by turning off I want to buy without a password, for faster checkout under Purchase sign-in.
  • On Xbox consoles (if ever used), require a passkey for purchases via Settings > Account > Sign-in, security & passkey > Ask for my passkey to make purchases > Passkey required.
• For family scenarios, use Family Safety spending limits and purchase approval so kids must ask an adult before buying.

If the refund request has already been denied once, the next supported steps are to contact Microsoft Store/Xbox Support directly with full details and, if still unresolved, work with the payment provider through their dispute process.

References:

• Get a refund for apps and games purchased from Microsoft Store
• Cancel an order or pre-order from Microsoft Store
• Prevent unauthorized purchases from Microsoft Store
• What is a chargeback?
• My account got hacked - Microsoft Q&A
• Need help with hacked microsoft account - Microsoft Q&A
• my microsoft account has been compromised - Microsoft Q&A