The short version
- We collect what you put in our recovery form and what you send us while we work on your case.
- We never ask for your Roblox password, 2-Step Verification codes or browser cookies.
- We use your information to handle your case and get paid. We don't sell it.
- We delete your case details after your case closes, except records the law requires us to keep.
- You can ask to see, correct or delete your information at any time by emailing support@tranom.com.
Who we are
Tranom ("Tranom", "we", "us") is a paid service that helps people recover access to their Roblox accounts through Roblox's official recovery and support channels. Tranom is operated by Tranom Technologies LLC, a company registered in the United States, with its registered business address at 524 W Riverside Ave, Suite N, Spokane, WA 99201, United States.
We are responsible for the personal information described in this policy. Tranom is not affiliated with Roblox Corporation, and Roblox handles the information you give Roblox under its own privacy policy.
What we collect
Information you give us
- Recovery form: your name, email address, Roblox username, the type of problem, and your description of what happened.
- Case materials: anything you choose to send us while we work on your case, such as purchase receipts, gift card details, screenshots, past usernames or the approximate date you created the account.
- Messages: emails and other messages you exchange with us.
- Payment details: handled by our payment processor. We receive confirmation of payment and limited details such as the amount and the last four digits of a card, but never your full card number.
Information collected automatically
- Server logs: our hosting provider records basic technical data such as IP address, browser type and the pages requested, to keep the site running and secure.
- Browser storage and cookies: described in Cookies and similar technologies.
What we never ask for
We will never ask for your Roblox password, your 2-Step Verification or backup codes, your email password, or your browser cookies (including any text containing ".ROBLOSECURITY"). If you send any of these by mistake, we delete them and ask you to change your password.
Anyone claiming to be from Tranom who asks for these is not us. Please report it to support@tranom.com.
How we use your information
- To review your request, prepare your recovery case and support request, and help you through Roblox's process.
- To follow up with Roblox Support about your open case once a day, through our case agent T1 and our team, after you ask us to handle your case.
- To communicate with you about your case, including replies from Roblox Support that you share with us.
- To take payment, issue receipts and handle refunds.
- To protect the service, for example by detecting spam, fraud and attempts to recover accounts that don't belong to the requester.
- To meet legal, tax and accounting obligations.
- With your consent only, to understand how visitors use the site through analytics.
We use AI tools, including T1, the case agent our team built, to help organise your case, draft documents and send daily follow-ups. Our agents work alongside T1 on every case, and we don't use your case materials to train AI models.
Legal bases (EEA and UK)
If you're in the European Economic Area or the United Kingdom, we rely on these legal bases:
- Contract: to provide the service you asked for.
- Legitimate interests: to keep the service secure, prevent fraud and improve how we work, balanced against your rights.
- Consent: for analytics cookies. You can withdraw consent at any time.
- Legal obligation: to keep financial records and respond to lawful requests.
How long we keep it
- Case details and materials: while your case is open, then up to 90 days after it closes in case you have follow-up questions, then deleted.
- Payment and tax records: as long as the law requires, which is often several years.
- Requests we don't take on: deleted within 30 days.
You can ask us to delete your information sooner, unless we must keep it by law.
Children
Tranom is for adults. If you are under 18, a parent or guardian must fill in the form with you and approve any payment. We don't knowingly collect information from children under 13, or under the age of digital consent in your country, without a parent's or guardian's involvement. If you believe a child has sent us information without that, email us and we'll delete it.
Your rights
Depending on where you live, you may have the right to:
- see the personal information we hold about you and get a copy;
- correct information that is wrong;
- ask us to delete your information;
- object to or restrict how we use it;
- withdraw consent you've given, such as for analytics;
- complain to your local data protection authority.
Residents of California and other US states with privacy laws also have the right to know what we collect and to request deletion. We don't sell or share personal information for targeted advertising, and we won't treat you differently for using your rights.
To use any of these rights, email support@tranom.com. We'll reply within 30 days and may need to confirm your identity first.
Security
We use encrypted connections, limit who can see case materials, and work only with providers that protect data properly. No system is perfectly secure, so please send us only what your case needs and never send passwords or codes.
International transfers
Our service providers may process information in countries other than yours. When we transfer personal information out of the EEA or UK, we use safeguards approved by law, such as standard contractual clauses.
Changes to this policy
We may update this policy as our service changes. We'll change the date at the top of the page and, for significant changes, tell people with open cases by email.
Contact us
Email support@tranom.com or write to Tranom Technologies LLC, 524 W Riverside Ave, Suite N, Spokane, WA 99201, United States.