Purchasing a Paid Access experience takes Robux, but does not grant access

Bug Reports Roblox Application and Website Bugs
,
1

I attempted to purchase access to the experience Rogue Lineage on 3 different accounts. I had purchased access, and 200 robux was deducted, beyond that I had not been given access to the experience. I checked my transaction history and it certainly appears that I have purchased paid access for 200 robux, and the robux has been deducted, but access was not given, and this happened on 3 separate occasions, and 1 more occasion on a separate browser for testing purposes.

Affected accounts were:
RiseOfKirbles
RiseOfKirbles1
RiseOfKirbles2
RiseOfKirbles3 (Different browser)

I tried to purchase access to the experience on all 3 of these accounts, only to be returned the same issue, which has resulted in 600 robux effectively being stolen from my accounts.

I’ve attached a streamable link that clearly shows exactly what I am describing occurring. Please excuse my language, at the time of recording I was (pretty reasonably) upset about the robux being just taken like that.

Watch 2025-07-28 14-52-29 | Streamable - Occurs on Google Chrome for Testing (I tend to use this instead of default Chrome, this is where the bug occurred on my first 3 accounts)
Chrome 124 on Windows 10
Google Chrome for Testing

Watch 2025-07-28 15-11-08 | Streamable - Occurs on the default version of Chrome (This is where RiseOfKirbles3 encountered the issue)
Chrome 138 on Windows 10
Google Chrome

Watch 2025-07-28 15-22-20 | Streamable - Checking the Windows App version on RiseOfKirbles after purchasing on browser to see what happens
Roblox Windows App (Up to date as of 2025-07-28)

Link to the experience this happened with:

System Information: - (Website bug, but will provide just in case.)
CPU: Intel(R) Core™ i7-3770 CPU @ 3.40GHz
GPU: NVIDIA GeForce GTX 1050 Ti
Memory: 12.0 GB DDR3

Something else to note is that when clicking the experience on its transaction record, I was led to a Catalog link for an asset of the same ID as the experience, rather than the experience itself. Perhaps related? Could be attempting to grant a catalog asset instead of paid access? Unsure but a thought I had nonetheless.

Expected behavior

When I purchase paid access to an experience, I expect to be granted access to the experience. In this case, I was not, and the robux was taken anyways.

3 Likes
2

Thank you for bringing this to our attention. We’ve applied a fix that we believe should resolve this. Let us know if you’re still experiencing any issues!

2 Likes
3

My game has users who are experiencing the same issue.

1 Like
4

Hi, do you have any timestamps? I’m not able to reproduce the issue on your game.

1 Like
5

Thank you for your help in the matter and a quick response- I reached out to support for this issue via the support Discord at 5:56 PM CST. Players were reporting this issue beginning yesterday and until at least 3:30 PM CST. I just wanted to make sure this issue was resolved.

Thank to you again.

1 Like
6

I appreciate the info, we deployed the fix around 3:30 PM PST so we believe the issue was resolved after then. Feel free to reach out if you have subsequent reports of issues, but otherwise we believe it is fixed.

2 Likes
7

Thank you! That is great to hear. Have a great rest of your day.

1 Like
8

Did affected user(s) receive access to the games they purchased? If not, were refunds issued?

2 Likes
9

Great question! I am also wondering this, for the sake of my players. Any help would be appreciated.

2 Likes
10

Affected users should be able to access the games they purchased now; purchases were successful, but not reflected. But please do reach out if there are there are any users where this is not the case.

2 Likes