17k CCU Game stuck at 16+ with bugged Creator hub message: "Expedited review pending approval 48 hours" for over 8 days

[OG_Rust]

Experience: Surf And Rescue (Place ID 120252007682677, Universe ID 10761375767), owned by the group Ruster Games.

What happened:

1. Late August- Early September: we published and enrolled in expedited review. It was approved within two days and we had All Ages reach.
2. Sep 27, 8:14 AM PT: the experience was removed from Kids/Select under “Reward-Driven Media Feeds”. Reach dropped to “Ages 16+ and trusted friends”. At Sep 27, 2026 | 8:14 AM, we get a message from Roblox: “To have your game reviewed and reopened once you’ve made the requested changes, please contact Appeals via the Support form and request the game have its restriction removed.”
3. [September 27, 2026 at 9:27 PM PST] (version [2685]): we removed the feature completely. No video, no feed, no autoplay or replay loop, no reward for watching. The code was deleted, not switched off. We submit a Support form to Roblox requesting to request the 16+ Restriction removal.
   4.[October 1st PST]: We re-submit the Content Rating Questionnaire for the first time before receiving an email to re-submit the Questionnaire.
4. [Oct 3, 2026, 11:13 AM UTC]: We get a Email from appeals ticket 183567893 saying: “We’ve received your request. Unfortunately, we’re unable to manually update your Content Maturity Rating. You can update your age rating by resubmitting your questionnaire at your Creator Dashboard.”
5. Oct 3, 2026, 11:30 AM UTC, We resubmitted the Content Maturity questionnaire, The rating is Minimal. The “Expedited review pending approval 48 hours” text did not change, and is still stuck on the Audience reach dashboard.

The bug:
Since Sep 27 the Audience reach page shows “Enrollment in expedited review is pending approval. Reviews occur within 48 hours of payment.” It has not changed in over 7 days. We did not enroll or pay again; the banner appeared by itself when the restriction was applied. The same page shows every requirement met: content rating Minimal, “Enrolled for expedited review. Refund available on 12/11/2026” with the fee shown as Exempt, and highly engaged players Exempt (250+). The re-review never happens, and we can’t re-enroll because the dashboard treats the review as already in progress.

Steps to reproduce:

1. Open create.roblox.com > Creations > Surf And Rescue > Audience reach.
2. The banner “Enrollment in expedited review is pending approval” is shown.
3. Reach reads “Ages 16+ and trusted friends” with every requirement met, and there is no option to re-enroll.

Impact: peak concurrent players fell from about 16,700 to about 2,700. Most of our players are under 16.

Browser: Google Chrome

1. the Audience reach page with the banner;
   

   

2. Highly engaged players, 250+;
   

   

3. the peak concurrent players graph.
   

   

Expected behavior

The experience is re-reviewed, as the Reward-Driven Media Feeds announcement says (“Games that are adjusted to meet the new policy will be re-reviewed for acceptance into Roblox Kids and Select”), and the pending expedited review either completes or updates so it can be re-enrolled.

Page URL: https://create.roblox.com/dashboard/creations/experiences/10761375767/audience-reach
Appeal ticket 183567893

[Twennieh]

It is insane how many Kids play Roblox, a 90% drop in players count is crazy.

How do they expect new developers on a tiny budget to even advertise their games when the majority of the playerbase is locked away?

@Th3_avocad0

[OG_Rust]

Hi @LuaCow @AboveOurSquare

Sorry to tag you directly. I noticed you’ve helped other developers with similar audience-reach issues, so I hoped you might be able to take a look, or point this to the right team.

Quick summary:

• Our dashboard says “Expedited review pending approval 48 hours” and since then, it has been 8 days, and the 16+ audience restriction still has not been lifted. Because we never submitted a second 48 hour expedited review, and our game was manually restricted to 16+, we think this is a major bug and is costing millions of daily active players stuck unable to play our game. Because of this, we are unsure if our game is in the queue to get re-reviewed, and are in need of further assistance to report whether the game is actually in review or not.

Surf and Rescue / Surf And Rescue | Play on Roblox