neopets.com

Account recovery is impossible

I've been trying to get my childhood account back for over a month with no luck. Support sticks to a rigid script and doesn't read responses - part of the second half of questions for sensitive accounts is which email address the account was created under, and whether you have access to it, and more often than not I get told to submit a new ticket under that email address when I've answered I no longer have access to it. If you file an appeal, it'll likely be handled by the same person, at least that's been my experience. What point is there to having Blake M. review their own work? Comparing my experience to what I've heard online, success depends heavily on who your ticket is assigned to. Some support staff will accept supplementary information, while others won't and are extremely stringent to the point you'd think you were trying to recover a bank account, not an account for a kids' site. In the process, I even recovered my old Photobucket account in hopes the dated screenshots there might help my case, and was able to move that account from the same defunct email to my new one with no problems, even though they would potentially have a lot more sensitive information than my Neopets account. All in all, my experience has been extremely frustrating, and I hope they review the new process soon. It'd likely help if they weren't essentially forcing users to repeatedly send in tickets until they finally get lucky and are assigned to someone who actually wants to help. I'd love to come back, especially since it seems there's been a lot of improvements recently - unfortunately, account recovery hasn't been one of them.

Date of experience: Jan 16, 2026