[SOLVED] 15k+ CCU and cannot reach a single human at Roblox

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Quick note before I start: english is not my first language, im a native spanish speaker, so ive used AI to help me write this more clearly. The thoughts and the situation are 100 percent mine.

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Im Chus, a software engineer with several years of experience building production systems. I only discovered Roblox a few months ago, and what caught my attention was the sheer size of the player base, it felt like a platform where it was worth investing some time and trying my luck. So I got curious about whether Roblox could handle something it wasnt really designed for, and I built my own framework focused on high performance and 2D games on top of an engine that is fundamentally 3D. To validate it I shipped Chicken Rocket, my very first game on the platform, which surprised me by reaching over 2k CCU pretty much out of nowhere. Right after that came Pop and Drop, which is currently sitting at over 10k CCU, and around both ive built a group called Lucentum Games that went from 0 to 250k members in just a few days. Honestly, im still trying to wrap my head around any of this. I dont think ive fully processed what just happened, and im pretty sure my lack of experience on the platform is going to cost me serious mistakes if i dont find the right people to learn from soon.

Now that this is clearly not a side project anymore, im trying to figure out how to operate it properly. And the first wall ive hit is that theres no way to reach anyone at Roblox. Chicken Rocket got taken down and my account is currently sitting on a 7 day ban, both flagged for sexual content on a game with fully family friendly cartoon graphics. Its an obvious automated false positive and ive submitted multiple appeals with nothing but automated rejections in return. I fully intend to get this reversed, but honestly the specific incident matters less to me than the bigger picture, which is that operating at this scale without any human channel into Roblox is a real risk im trying to figure out how to manage.

What im looking for from this post is two things. First, contact with an actual human at Roblox, someone i can have a conversation with about how to professionalize the operation, ideally through a creator or trusted developer program if one exists at this scale. Second, a review of the moderation decision that took down Chicken Rocket, because its clearly wrong and the standard appeals channel is producing nothing.

For context, ive already tried emails to devrelations, dozens of support tickets and appeals, LinkedIn to several people in developer relations, the biggest Roblox developer Discord servers, Reddit, and direct outreach to some of the bigger studios on the platform. Not a single human reply through any channel.

If anyone here has a pointer to the right person or program, id be incredibly grateful. And if any Roblox staff sees this, even a short reply means a lot.

Update: A member of the Roblox team reached out and resolved the situation. Chicken Rocket is back online and my account has been restored.

From what i understand, when you scale to certain numbers its actually pretty likely that one of these automated kicks gets triggered. Luckily the staff was really quick to step in once i posted here. If anyone else runs into a similar issue, my recommendation would be to try the standard channels first like everyone else, and if those dont lead anywhere, share your case here on the devforum. The devs here are way more grounded and mature than other places like discord or reddit, which makes a real difference.

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All I can say is trying to appeal through that page is almost always a bot so you’re better off e-mailing them, and be persistent.

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Ive given up on the appeals honestly. Ive sent at least 12 tickets one after the other, not all at once, and got nothing. This post is my last bullet

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Have you asked any users which are in the Top engaging experiences (TEE)/Top engaging experiences+ (TEE+) program to create a urgent support request/deep-review request via Ticket ID for you? If you have asked such users, did they send you proof that they have actually created a ticket/similar for you? requests sent to TEE/TEE+ is ideally the best thing to do in these type of cases if regular support did not work.

Which roblox developer discord servers have you asked in? For me some i know that could be good is Game Market and the Inner Reserve though directly messaging users that are in TEE/TEE+ program for help without annoying them is normally better.

If you are friends with any of these users on discord, you can ask them to help you in such though if you are not friends with them i recommend trying to find somebody else who is in such programs for help:
Redacted to possibly prevent people who are not friends from dming such

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Really appreciate this, finally something useful!! Ive been asking for help on Hidden Devs and Ro Devs. Had no idea about TEE or that discord or those users. Any chance you could share invite links for those servers? Ill do what you said and post any updates here, thank you

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Since those servers are public for all users, i assume its unlikely for any developers in TEE/TEE+ program to respond there.

If needed more information, TEE/TEE+ is an official program and discord server ran by Roblox Employees.
Heres a screenshot of how the TEE discord server looks for users in it:

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Creators that have a game that is top 50 engaging in Roblox tends to be invited to it if curious.

Unfortunately the discord servers i mentioned are private but if you know the right people you can get an invite (i checked your CCU for pop and drop, you should meet the requirements for the servers i mentioned).

Hope the best for you! TEE/TEE+ is pretty much the best way to be able to recover from false moderation actions if regular support did not work.

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I will warn you against doing this in the future, creating mass amounts of tickets will lead to them blacklisting whatever topic you are trying to contact them about and they will stop replying permanently.

Roblox devrel is a joke, I am sorry this happened. It completely baffles me that they don’t have at least a handful of dedicated agents for people who have devexed within say the past year, much less the top experiences. From what I’ve heard unless you are genuinely one of the top studios on the platform with a long history (think gamefam, big games, etc.) or have the current site wide largest game they won’t reach out to you about dedicated support. In order to even have a chance at getting direct contact you need to be in top 50 engaging as another user mentioned, then get in contact with someone already in the program, then hope they are kind enough to ask for you to be invited, then wait for an admin to send you the invite. It basically falls solely on the developer to network and find their way into TEE otherwise they are for lack of a better word screwed. One of my friends had a game that peaked at 55k ccu, was making roblox probably at least 1% of their sitewide daily revenue given its size, they had the exact same support you and I and every other normal user currently has. Luckily nothing ever happened but the concept of roblox having 0 contact with a top 20 game is just so baffling to me.

Good luck getting into TEE, consider yourself lucky you even have a slim chance at a direct contact. I’ve heard one too many stories of people’s careers being ended because they can’t contact support about whatever issue.

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TEE+ is used for latest invites, roblox invites people to TEE+ when user has a game that is top 50 engaging for some time and when Roblox feels like it (would be cool if it wasnt when roblox felt like it pretty much but thats how it is atm), somebody i know that is in TEE+ did not ask for an invite but eitherway they were given an invite later by Roblox, though unfortunately the game they got in by died because DevRel forced a name change on such game while clone games pretty much existed without issue (game that was affected for this case is Poison Candy) though yeah they should give users which DevEx better support and not solely to users in the TEE/TEE+ program.
TEE is no longer able to be joined by new users, TEE+ is the latest used for invites.

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Try emailing a staff on forum for this, or going directly in the replies for updates.

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WAIT I FOUND THE ISSUE THE ASSET YOU USED HAD AN EMOJI, ITS LIKELY A INJECTED ASSET, TRY DELETING IT. AND APPEALING THE BAN. even if it doesnt look bad, the ai can still mistakenly ban you for a virused asset(Because it is trained based on what mostly has viruses or bad content.)

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I played your game, that has 15k ccu(consistent suprisingly) and I can get why its doing so well.
First of all, its a sit back game, that requires brain power but not too much where it overcomplicated.
The art is pretty fun, and it seems like a game I’d see on steam.
It’s addicting, I expected to only play for 10 minutes to review it, but for some reason I stayed for 1hr+ solving puzzles mainly because it isnt frustratingly hard, but isnt too easy where I get bored. I’d reccommend you’d expand on this, by adding a shop (get coins by playing gamemodes like quick pops, timed solves and more) which can help you get things.(can be anything really, effects, items etc.)

Also, your game does well because it isnt catered to one kid of player, a 5 year old can play it without too frustrated whilst a 40 year old can relax on it. So Don’t make your game start catering to one kind of player.

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Thanks for the feedback, seriously. Ive got a lot of ideas, but until someone actually confirms to me that another automoderation mistake wont take the game down again for some random nonsense, im not touching anything

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I’ve been still playing this game and now, I have some feedback for you. try making the ui match the theme more(use the block art as backgrounds or art beside it to indicate how hard it is. plus some of the ui dont match other assets. Also the background(main one) can probably be improved in terms of ambience. Plus adding things like ui animations for hovers and more can really immerse the player into your game. But, I reccommend you purposefully dont update your game (TOO Much) and if you do it, shouldnt be too much content for your game. why? This is a kind of game that doesn’t require too much stuff to be updated at once(doesnt need weekly updates) if your updating try to keep it monthly or periodically for updates that add and change more,b ut for small bug fixes, you can consistently do those.

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updating too much would cause players not being able to keep up, and since the game is quite basic but is still ranking amazing players(because this game is a type of game that is:Orginal, fun, easy, not too dumb to play, anyone can play, and addictive. These stats are probably why your game is popular. Roblox’s new algorithm adapted to these kind of games, or games that keep the player in for longer, and are more rewarding.

Anyways, why extra reasons why you shouldn’t update too much is because:
You may easily face burnouts
Once you start consistently updating weekly that’s all what players expect, and Most people who play would leave due to it becoming a update based game(Because I am not sure most of this playerbase came for those type of games).

Dont update too little as:
It won’t get reccommend much to new people
People will get bored and this game would likely die out in a couple months if you don’t update.
they wont have any reason to return(a issue you should face)

Positives:
This game is perfect for me. I don’t want to think too much but also don’t want to go through the stress of thinking too much, whilst not being brainroted. the artstyle is mwah, and the feel is good. having a rotating sound track would help this feel.

By the way, If your wondering what stats to check rn to earn money(I’m not a money person, i mostly work for free), try checking the stat for how long a player plays, how much they return and how long premium users stay. (premium are your main source of income since their isnt much gamepasses.

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your game should roughly make you above 1-2k by alot. about 3-9m robux monthly, which is 34,200 dollars (9m) per monthh. Which is alot of money(this is about upper higher middle class income)

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so your point on earning a living is very correct.

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last reply:Check your forum alot of people are saying this is too hard or insert here is unresponsive

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Latest automatic moderation will not ban the user for most scripts/similar, that was in the past which only affected new accounts upon being reported.

If the OP has ensured there is not any backdoors then it would be a 100% false moderation action taken against the game, if the AI would detect “virused assets” then many many many people would be falsely banned aswell backdoor creators tell users that have access to such to not do anything bad or otherwise they get their access removed, backdoor creators only do it for money not to get the game get taken down solely if the game was to be infected.

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your ccu is good but your like to dislike ratio is bad.

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not at all! in fact thats exactly my point. what worries me the most isnt the ban itself, its that even generating 1M+ robux a day i have no guarantee this wont happen again and ill lose everything ive built