Hi @Caelestene,
You previously offered to help investigate my case in this report, but I never received a follow-up or private message:
The main issue is that Roblox Support appears completely unable to handle moderation actions that do not appear in Violations & Appeals.
My experience (place ID 14212732626) was removed for “Misusing Roblox Systems.” I am the owner of the group and experience under the account bvetterdays.
The only notification I received was a temporary one-day suspension on the Roblox homepage. I received no permanent Inbox message, no email and no Violations & Appeals entry for the actual “Misusing Roblox Systems” action. Once the suspension ended and I clicked Continue, there was no longer anywhere to view the moderation details or submit an appeal.
I have repeatedly explained this to Roblox Support. However, Support continues sending responses stating that the moderation decision can only be appealed through the Violations & Appeals page, despite the relevant violation not existing there.
Affected ticket IDs have been attached privately.
When I explain that the entry is missing, Support either sends the same copied response again or states that it is unable to provide any further information. This means Roblox Support is effectively bugged for these cases. Developers are trapped in an endless loop:
Roblox tells us to appeal through Violations & Appeals, the moderation action is not recorded there, and Support refuses to investigate because it believes the nonexistent portal entry must be used.
This is especially concerning because you already acknowledged in the existing report that some takedowns do not create a Violations & Appeals entry and must instead be handled through the Support Form. However, Support is doing the opposite and refusing to handle them through the form.
There is also a separate Content Maturity Questionnaire action visible in my portal. That was a completely different moderation issue involving mild crude humour and occasional/mild violence. I corrected the questionnaire, appealed it and Roblox accepted the appeal, stating that there were no consequences to my account. I think this is what is causing the issues with Support, unless whichever engineer/moderator took down the game did so with 0 regard for proper procedures.
That accepted appeal was not for the “Misusing Roblox Systems” takedown and did not restore the experience. Support nevertheless appears unable to distinguish the visible Content Maturity entry from the separate, unrecorded action that actually removed the game.
There therefore appear to be several connected bugs:
- Roblox Support cannot process an appeal when the moderation action is missing from Violations & Appeals (other developers seem to be also experiencing this).
- Support repeatedly sends users back to an appeal route that does not exist.
- No Inbox message or email was generated for the group owner for this takedown (another issue).
- No Violations & Appeals entry was created for the actual takedown.
- Separate moderation actions may be incorrectly associated or confused by Support.
- Support provides no escalation route when its standard instructions are impossible to follow.
This is not isolated to me. Multiple developers in the existing report have described unrecorded moderation actions, generic responses that do not address their cases and no meaningful opportunity to appeal.
Could the relevant teams please investigate why Roblox Support is unable to handle these missing moderation records and why agents continue sending developers to a nonexistent appeal entry?
I would also appreciate investigation into why place ID 14212732626 generated no Inbox message, email or Violations & Appeals entry for its “Misusing Roblox Systems” takedown.
@Caelestene, I am still happy to provide every Support ticket, screenshot and moderation notice privately and I’ve attached what I can in the PM.
A private message is associated with this bug report