Avatar Marketplace items and items bought inside an experience live in different places. Confirm the purchase account and item type first.
Before you start
Use the official Roblox account and keep passwords, one-time codes, gift-card PINs, and full payment details off third-party sites.
What to check, in order
- 1
Compare the @username with the purchase history and receipt. Check whether you switched accounts on another device.
- 2
Look in the relevant inventory category for an avatar item, or in the experience for a game pass or in-game item.
- 3
If the record shows a completed purchase but the item is missing, save its link and contact the appropriate Roblox or creator support route.
One important limit
Don't rebuy before checking whether the item was moderated or delivered to another account.
Continue on an official screen
Use the linked Roblox or payment-provider page to confirm the current options. If you contact support, describe what happened and the checks you have already tried.
Official sources and scope
Reviewed on November 3, 2026. Roblox features can vary by account, age, region, platform, and current policy. Follow the linked official screen when it differs from this guide.