These locks are having a significant impact on us. We’re trying to get our UGC store, groups, and game back up and running so we can continue creating, developing, and supporting our community.
I would really appreciate it if someone could look into this and unlock the groups. Since the account has been reinstated, we would expect all three groups to be unlocked as well.
UPDATE The groups have now been restored, but we’re still experiencing an issue with all of the UGC items and catalog assets that were published under them.
Support has responded and restored all three groups, which we’re really grateful for. This has honestly been the quickest and most helpful communication we’ve had with Roblox throughout this whole situation.
Unfortunately, all of the UGC items and catalog assets published under these groups have been left in an “Archived” / “Cannot Be Sold” state, and we can’t edit or put them back on sale.
We’re still working with Support to get this resolved, but if any moderators are able to help or flag this as an issue, we’d really appreciate it. Hopefully this can also help prevent the same thing from happening to other creators whose accounts are reinstated in the future.
Hello, @DreamStar. My group was locked down as a result of DMCA-related issues; I was able to restore access to its contents by submitting a valid counter-notification, but the group remains locked. I submitted a support ticket recently, yet it was rejected on the grounds of personal privacy information being leaked. How did you manage to get in touch with support and have your request approved?
Hi @PLAQIUSIR . Sorry to hear you’re going through this too. Our situation was a bit different because the account that owned the groups was terminated due to a false enforcement ban. Even after the account was reinstated, the groups stayed locked.
I think it’s an internal Roblox issue. As you can see from our posts, we’ve had to get everything fixed step by step. We were lucky enough to reach a real person after submitting a bug report ticket, and they eventually got the group lock issue sorted. Unfortunately, we’re still trying to get the final issue resolved through support, and we are yet to get this sorted. All our UGCs are still archived and inaccessible.
I hope you’re able to get your group unlocked soon. Since your case is DMCA related, it might be handled a bit differently from ours, but hopefully someone from Roblox support can take a proper look at it.
Hey, @DreamStar, congratulations on having your group restored. After submitting an appeal ticket, Roblox support informed me that the group contained information related to the privacy of other people, which is clearly unreasonable. Could you tell me how to choose the correct category for the ticket? I would be extremely grateful if you could do that for me.
Thanks! Unfortunately, I can’t really suggest a specific ticket category since we just used the one that seemed to fit best to our situation - which was a bug report.
Maybe try replying to the ticket and asking them what content they’re referring to exactly. That might give you a better idea of what happened and how to appeal it.
I posted a new bug report thread on the DevForum. It was picked up by Roblox staff, and all of the group’s UGC items have now been restored.
I hope the information shared in the forum will be useful to someone in the future. Reading posts from people who were in a similar situation to ours really helped us, so hopefully this does the same for someone else.
