Content Maturity & Compliance review stuck for weeks despite multiple Support escalations and confirmed platform-side issue

Bug Reports Creator Hub (create.roblox.com) Bugs
1

I am reporting what appears to be a prolonged backend issue affecting the Content Maturity & Compliance review process for my experience.

I want to emphasize that this is not a request for instructions on how to complete the questionnaire, nor is it a case of a creator failing to satisfy the publishing requirements.

The questionnaire has already been completed and submitted.

The problem is that after weeks of communication with Roblox Support, multiple escalations, supervisor involvement, a re-submission specifically requested by Roblox, and subsequent review requests, the process still has not been completed and no actionable explanation has been provided.

At this point, I believe the history of this case demonstrates a failure somewhere in Roblox’s internal review workflow.

Timeline

The issue originally began in late July 2026.

Roblox Support investigated the experience and the associated eligibility/dashboard behavior. The case was subsequently escalated internally.

A Roblox Support supervisor acknowledged that the problem had persisted for some time and stated that the case had been escalated to the appropriate team.

Another supervisor subsequently described the underlying problem as a known issue that Roblox was actively investigating.

During the investigation, there were also significant inconsistencies between Roblox’s own systems.

At different stages of the case:

the Creator Dashboard appeared stuck at approximately 25 unique users;
Roblox Support stated that their backend showed 65 unique users;
the Creator Dashboard subsequently displayed approximately 80 unique users.

This already suggested that the issue was not simply caused by something I had configured incorrectly.

On August 6, a Roblox Support supervisor gave me a specific instruction to retake the Content Maturity & Compliance Questionnaire.

The same response explicitly stated:

“Once approved, the experience will automatically be set to everyone.”

I followed this instruction immediately and submitted the questionnaire again.

From that point onward, there was effectively nothing further for me to complete.

The remaining action was on Roblox’s side: review the submitted questionnaire.

What happened afterwards

The questionnaire remained pending.

I contacted Support again and specifically requested confirmation that the submission had been received, an explanation of what was preventing approval, and—if necessary—a manual review.

Instead of resolving the pending review, I repeatedly received responses asking for troubleshooting information that did not correspond to the actual problem.

Most notably, Support repeatedly requested a screenshot of the “last error message.”

There is no error message.

The questionnaire submits successfully.

The problem is that Roblox does not complete the subsequent review.

I explicitly explained this and even offered to provide screenshots of whichever specific page Roblox needed—the eligibility page, questionnaire status, Creator Dashboard, or anything else that could assist the investigation.

At another point I was informed that Support was unable to provide any further information regarding the inquiry, while the same response once again requested a screenshot of an error message that does not exist.

I subsequently used the available review/re-review mechanism and requested manual intervention.

The questionnaire remained pending.

I submitted a formal escalation.

The issue remained unresolved.

I opened additional Support requests because the original support process was no longer producing an actionable resolution.

One of those requests initially resulted in me being sent general documentation explaining that public experiences require a completed Content & Maturity Questionnaire.

That was particularly concerning because the entire reason for contacting Support was that the questionnaire had already been completed and was awaiting Roblox’s review.

Only after explicitly correcting this misunderstanding again was the request forwarded for “further review.”

I have now spent weeks attempting to get a submitted questionnaire reviewed.

Why I believe this requires engineering/internal investigation

At this point, repeating the standard questionnaire instructions cannot resolve the issue.

I have already:

completed the questionnaire;
resubmitted it when specifically instructed to do so by a Roblox Support supervisor;
waited for review;
requested manual review;
used the available review/re-review process;
provided the information requested by Support;
explained repeatedly that no client-side error message exists;
had the case escalated multiple times;
communicated with supervisors;
opened additional Support requests after the original process failed to produce a resolution.

Roblox Support itself previously acknowledged an underlying issue and escalated the case.

Nevertheless, the review remains unresolved.

There is no remaining troubleshooting action that has been identified for me to perform.

If something about my submission prevents approval, I need Roblox to identify what it is.

If the submission is valid, I need the review to be completed.

If the review job is stuck internally, I need it to be reset or manually processed.

Simply leaving the questionnaire pending indefinitely while repeatedly redirecting me through the same Support workflow cannot be considered a functional resolution.

Expected behavior

After submitting a valid Content Maturity & Compliance Questionnaire, the submission should eventually reach a definitive state.

It should either:

be approved;
be rejected with an actionable reason;
require additional information from the creator; or
produce an identifiable technical error that can be investigated.
Actual behavior

The submission remains pending without an actionable explanation.

Repeated review requests and Support escalations have not completed the process.

Support has previously confirmed that once the questionnaire is approved, the experience will automatically be set to Everyone, yet weeks later the prerequisite review itself remains unresolved.

Impact

This is not merely a cosmetic Creator Dashboard issue.

The unresolved review directly affects the experience’s intended availability and distribution.

For a creator, prolonged restrictions on an experience’s audience during an important release/update period can have a substantial effect on discovery, player acquisition, retention momentum, and the effectiveness of marketing.

This is precisely why the length and handling of this case are concerning.

A temporary technical problem is understandable.

What is much harder to understand is a technical problem persisting for weeks while the creator follows every instruction provided, the issue is repeatedly escalated, multiple Support representatives become involved, and yet the process ultimately returns to the same unresolved state.

Requested resolution

I am requesting that Roblox staff investigate the actual backend state of this questionnaire/review, rather than redirecting this report to another generic questionnaire troubleshooting article.

Specifically, I am requesting:

Verification that the submitted questionnaire is correctly present in Roblox’s review system.
Identification of whatever is preventing the review from completing.
Manual processing/resetting of the review if the automated workflow is stuck.
Completion of the review so that the previously stated Everyone availability can take effect if approved.
A concrete explanation if there is any legitimate outstanding requirement on my side.

I can provide Roblox staff privately with the affected Experience ID, Support ticket numbers, screenshots, and the complete Support correspondence documenting the case.

Request regarding the impact of the incident

Considering the exceptional duration of the issue and the amount of unsuccessful Support interaction required to reach this point, I would also ask Roblox to consider providing 150 Ad Credits as a goodwill credit once the underlying problem has been resolved.

I am not presenting 150 Ad Credits as a calculated monetary damages claim.

I am requesting them as a reasonable platform-side goodwill measure that could help the experience rebuild traffic and visibility after weeks during which its intended distribution has been affected by an unresolved Roblox-side process.

This seems particularly appropriate considering that I followed the instructions provided by Roblox Support, including resubmitting the questionnaire when specifically requested, and continued cooperating throughout the investigation.

I understand that the engineers or DevForum staff handling this bug report may not have authority to issue Ad Credits.

If compensation is handled by another Roblox team, I would appreciate this portion of the case being forwarded to the appropriate team rather than simply disregarded.

Final note

I am posting this report because the normal Support process has been exhausted without producing a technical resolution.

I am not asking DevForum staff to troubleshoot something I have not attempted to resolve through the appropriate channels.

I have spent weeks using those channels.

At this stage, I am simply asking for someone with access to the relevant system to examine why a questionnaire that Roblox Support specifically instructed me to submit still cannot complete its review process.

I would greatly appreciate an actual technical investigation and final resolution.

Expected behavior

After a valid Content Maturity & Compliance Questionnaire is submitted, Roblox should process the submission within a reasonable period and return a definitive review result.

If the questionnaire is approved, the experience should automatically become available to Everyone, as Roblox Support explicitly confirmed in my case.

If the questionnaire cannot be approved, the creator should instead receive a clear and actionable explanation identifying what must be corrected.

A submitted questionnaire should not remain indefinitely pending after resubmission, re-review requests, manual review requests, and multiple internal Support escalations.

In this case, I expect Roblox to inspect the backend state of the affected review, resolve or reset whatever is preventing it from completing, manually process it if necessary, and allow the normal approval workflow to finish.

Page URL: https://create.roblox.com/dashboard/creations/experiences/10524908684/audience-reach?eventState=Active&breakdown=AdFormat&tab=Eligibility&annotation=PlaceIcon&annotation=PlaceThumbnail&annotation=PlaceVideo&annotation=Benchmark&annotation=LiveEvent

A private message is associated with this bug report

2

Is the universe ID in the page URL you linked the game that is having this issue? It’s hard to investigate without some more information. Thank you!

3

Yes, that is correct. The Universe ID in the page URL I linked belongs to the experience affected by this issue.

If you need the Universe ID, Experience/Place ID, questionnaire submission details, Support ticket references, or any other information to investigate the backend state, I can provide everything immediately.

Thank you for looking into this.

4

Hey there, your game doesn’t have enough highly engaged players to qualify for expanded audience reach. Once it has sufficient players and you have paid the refundable publishing fee, your game will get enqueued for review. If you’d like to get your game reviewed without reaching the highly engaged player threshold, you are free to pay the expedited review fee too.

Let me know if this clarifies things for you!

5

Thank you for the clarification.

However, this does not fully resolve my case. Roblox Support explicitly instructed me to resubmit the Content Maturity & Compliance Questionnaire and stated:

“Once approved, the experience will automatically be set to Everyone.”

I followed those instructions and resubmitted the questionnaire specifically on that basis. Therefore, I expect the process described to me by Roblox Support to be honored and the experience to be set to Everyone once the questionnaire is approved.

If the highly engaged player requirement now prevents that from happening, this directly contradicts the resolution Roblox Support explicitly provided to me.

Could you please check this aspect of the case as well? I can provide the exact Support correspondence confirming the above statement if needed.

Thank you.

6

I think Roblox Support may have not shared that your game also needs to meet other publishing requirements before it can be eligible for review.

Your game needs to meet the ‘highly engaged players’ requirement. You can also pay the expedited review fee if you don’t want to wait until you fulfill the highly engaged players requirement.

But yes, once you are eligible for audience reach expansion, you will be enqueued for review, and once approved, you should be able to reach all players (depending on your content rating).

7

Thank you for the clarification. However, there is an important part of the history of this case that I need to make clear.
Unfortunately, I cannot accept the currently displayed Highly Engaged Players count as a reliable basis for continuing to restrict my experience.
This is not simply because I disagree with the number.
For almost a month, Roblox Support has repeatedly informed me that this system/metric is affected by a known issue, that Roblox is aware of the problem, that it has been escalated internally, and that there is no ETA for a fix.
Those statements came from Roblox, not from my own assumptions about how the metric works.
Therefore, after being repeatedly told by Roblox itself that this mechanism is affected by a known unresolved issue, I cannot reasonably be expected to now accept its displayed result as authoritative and allow the audience reach of my experience to remain restricted on that basis.
As a creator, I have no access to Roblox’s backend. The only party capable of determining and processing this metric is Roblox. If Roblox Support repeatedly tells me that this mechanism is broken and that there is currently no ETA for resolving it, I have no alternative source through which I can independently establish a trustworthy result.
This also makes the proposed solution of simply waiting until the displayed metric reaches the required threshold unacceptable in my particular case. I would effectively be asked to rely indefinitely on a metric that Roblox itself has repeatedly told me is affected by a known unresolved issue.
Furthermore, after escalation, Roblox Support explicitly instructed me to resubmit the Content Maturity & Compliance Questionnaire and told me:
“Once approved, the experience will automatically be set to Everyone.”
I complied with that instruction specifically on the basis of the resolution Roblox provided to me.
For these reasons, I cannot consider “wait until you have enough Highly Engaged Players” to be a resolution of this case.
I am asking Roblox to honor the resolution that was communicated to me after escalation and complete the review necessary to make the experience available to Everyone, rather than continuing to restrict the experience based on a metric that Roblox Support has repeatedly represented to me as affected by a known unresolved issue.
I have retained the Support correspondence documenting these statements and i provided them.

8

There is another serious consequence of this situation that I need to add.

Advertisements inside my experience are also currently unavailable because the Content Maturity & Compliance Questionnaire that Roblox Support instructed me to resubmit still has not been approved.

That questionnaire has now been pending for approximately two weeks. I completed it accurately and truthfully, and my experience does not contain inappropriate content that would justify this continuing restriction.

At this point, I have to say that the overall handling of this case has become extremely difficult to consider reasonable.

I have been trying to obtain a resolution from Roblox for approximately one month. During that time my case has been escalated repeatedly, supervisors have been involved, I have been told multiple times that Roblox was aware of a platform-side issue and was working on it, and I was told that there was no ETA for a fix.

After all of that, Roblox Support specifically instructed me to resubmit the questionnaire and explicitly stated:

“Once approved, the experience will automatically be set to Everyone.”

I complied with that instruction specifically because Roblox presented it to me as the resolution of this case.

I therefore cannot accept the suggestion that I should now simply continue waiting until the HEP counter eventually reaches the required threshold.

Roblox Support repeatedly represented the relevant system/process to me as affected by a known unresolved issue. After nearly a month of being told that Roblox was investigating that issue, I cannot reasonably be expected to suddenly treat the current HEP indication as an unquestionable basis for continuing to restrict my experience.

Creator Hub also shows that my experience has already satisfied the requirement of 2,000 monthly active unique users. I understand that MAU and HEP are different metrics, but this further demonstrates why I am not prepared to simply wait indefinitely for a counter whose reliability in my case I have repeatedly been given reason by Roblox Support itself to question.

Most importantly, the consequences are no longer theoretical.

Younger players still cannot access my experience. The experience therefore cannot reach its intended audience, its growth has effectively stalled, monetization opportunities are being lost, and even advertisements inside the experience remain unavailable because the questionnaire itself is still pending.

All of this is happening while I am being told to obtain more engaged players.

I have followed every instruction Roblox gave me. I have waited through repeated escalations. I resubmitted the questionnaire when instructed. I have provided the requested information. I have now spent approximately a month waiting for Roblox to resolve an issue that Roblox itself repeatedly acknowledged to me.

This cannot continue indefinitely.

I am not asking for another generic explanation of the HEP requirement or another referral back to Customer Support. I have already spent approximately a month going through that process without receiving the promised resolution.

I am asking Roblox to resolve this case promptly, process the outstanding questionnaire, and honor the resolution that was explicitly communicated to me after escalation — that once approved, the experience would be set to Everyone.

After a month of contradictory information, repeated escalations and continuing restrictions affecting both the accessibility and commercial operation of my experience, I believe expecting Roblox to finally provide a concrete resolution is entirely reasonable.

9

Are you asking about

  1. the questionnaire review to make ads available, or
  2. about expanding your audience reach for under-16 players?

If 1 - I’ll check internally and see what’s going on here. We can process your questionnaire, but that will not solve your audience reach expansion issue.

If 2 - can you share your audience reach page and what your current HEP number is? While we can’t make exceptions for you, I can help take a look and try to clarify your confusion here.

10

My primary concern is #2 — Roblox Select and the restriction preventing my experience from reaching the under-16 audience.

I understand that you are saying that exceptions cannot be made. However, after everything that has happened during this case, I need to be absolutely clear: I am NOT going to accept the current HEP counter as definitive evidence that the system is functioning correctly, nor will I accept being told to simply obtain more players and start this process again.

For approximately ONE MONTH, I have been dealing with Roblox Support specifically because of this issue. Throughout that process, I was repeatedly informed that there was a KNOWN ISSUE affecting the relevant system/data. I reported discrepancies, provided evidence, followed every instruction given to me, and waited through multiple escalations because Roblox itself was telling me that the issue was known and being worked on.

This is also connected to a publishing/review process that I PAID FOR.

After spending approximately a month being repeatedly told by Roblox representatives that I was dealing with a known platform-side issue, there is absolutely no reasonable basis for expecting me to suddenly disregard that entire history, assume that the displayed HEP number is unquestionably correct, and simply start trying to obtain more players.

Roblox Support also explicitly instructed me:

“Please retake the content maturity and compliance questionnaire to publish your games and wait for approval. Once approved, the experience will automatically be set to everyone.”

That statement is unambiguous.

I followed that instruction precisely because Roblox Support explicitly told me that approval would result in my experience being AUTOMATICALLY SET TO EVERYONE.

Whether Support intended this as an exception, whether they misunderstood the HEP requirement, whether some form of manual resolution was intended, or whether I was simply given incorrect information is NOT something that I should now be expected to determine.

That is an internal contradiction within Roblox, and Roblox needs to resolve it internally.

I followed Roblox’s instructions in good faith. I should not spend a month following instructions, providing evidence and waiting through escalations, only to eventually be returned to the exact same counter whose reliability was part of the reason this case existed in the first place.

I will provide the Audience Reach page and current HEP number because you requested them. However, providing them must not be interpreted as me accepting that number as an answer or resolution.

Simply responding that my HEP is below the required threshold would NOT address my report.

If Roblox’s position is now that the HEP system is functioning correctly and that I simply need more players, then Roblox needs to reconcile that position with:

  1. The repeated statements from Support that I was affected by a known issue;
  2. The discrepancies and evidence I reported;
  3. The multiple escalations and weeks I spent following Roblox’s instructions;
  4. The fact that my experience has already reached the 2,000 monthly unique active users requirement;
  5. And most importantly, the explicit statement from Support that after approval of the questionnaire, my experience would automatically be set to Everyone.

There is another important aspect of this situation that I have already raised with Support.

I am a MINOR developer.

I do not have the same practical ability as an adult company or professional studio to escalate a month-long commercial/platform dispute outside Roblox, seek professional representation, or pursue this through broader business channels. I specifically raised this concern during my Support correspondence.

That makes it even more frustrating that I have spent approximately a month being passed through Support and escalations regarding a paid process, while the restrictions continue to affect the growth and monetization of a project I have invested a substantial amount of work into.

I have done everything reasonably available to me as a developer on this platform: I contacted Support, provided evidence, followed their instructions, waited through escalations, retook the questionnaire when instructed, and eventually brought the issue here.

I cannot do much more from my position.

For that reason, after approximately a month of Roblox itself repeatedly treating this as a known issue, I will absolutely not consider “the counter currently says you do not have enough HEP” to be an adequate resolution.

Separately, the questionnaire Roblox explicitly instructed me to retake has itself now been awaiting review for approximately TWO WEEKS. This is also preventing me from properly proceeding with the relevant age settings and in-experience advertising.

So to make my position completely clear:

My primary concern is ROBLOX SELECT / UNDER-16 AUDIENCE REACH.

I provided the HEP information you requested.

But I need Roblox to address the ENTIRE HISTORY of this case and reconcile its own previous statements and instructions.

I am not willing to be returned to square one and told to trust the same system after approximately a month of Roblox Support repeatedly telling me that there was a known issue affecting it.

11

Just to confirm, did you pay the 100,000 R$ expedited review fee, or the 1,000 R$ publishing fee?

Editing to add: And would be great if you could provide the support ticket references too.

12

paid the 1,000 R$ publishing fee.

I have also included the relevant support ticket references in the Private Ticket Information section of this report.