I have had to submit the Genre appeal form on Roblox Support a few times.
Each time, after I fill the form, and submit it, it gives me the Captcha puzzle.
After solving the Captcha puzzle, every time, it pops up an error message (see attached screen shot).
THIS NOT A TEMPORARY ERROR. THIS HAS BEEN HAPPENING FOR AT LEAST 3 MONTHS (since my last Genre appeal). This happened again today when I tried to appeal the stupid Genre assigned by Roblox.
Expected behavior
Expect to be able to submit the support form without a generic error.
Hi @FirstVertex, thanks for reporting this. Can you double check that you are logged into an account with edit permissions for the experience, and are entering the correct Universe ID? It looks like you may have entered your experience’s Place ID rather than its Universe ID.
Hey i just checked and this isn’t the universe ID but the place ID.
The ID linked to this game: Slither Snake 🐍 - Roblox which is linked to your account but no result on universe ID. To get the universe id, go to the creator hub games configure page and you can copy the ID from the URL
Place IDs and Universe IDs are different and this seems to be a user error
@13_5G and @bballerblox thanks for the reply.
I tried the UniverseID and got the same problem. (see screenshot attached)
I have tried an Incognito window with fresh cache and cookies and got the same problem.
Having one generic error message for this form is not ok. The error message needs to give the user a reason why the form fails.
My games genre was recently changed by Roblox, but when trying to appeal the decision today like how the prompt says (at the support page Roblox Support) it just throws an error any time you click ‘Continue’.
The ‘universe’ ID worked for me, which is still silly since we don’t really ever use that for anything else, it used to be that your ‘start place’ was your main ID so I’m not sure where/when these universe numbers came from. ALSO roblox should unlock the genre when they change it back on us, that way we aren’t stuck with it for another three months!!!
Hi @FirstVertex, apologies for the very delayed response. Our systems indicate that your appeal has already been processed, and you should have received a notification about the appeal result on March 6. You can only appeal once per decision, which is why you are seeing the error message most recently.
We appreciate the feedback that the error messages today are not helpful, so we’re working on improving them to better explain these cases to users.
@bballerblox There’s a huge problem with Genre appeal. There is no 2-way discussion during the process, at all. I choose my Genre, then Roblox assigns a different Genre, with no explanation. When I submit my appeal and it’s denied, there is no reason given why it’s denied. My game keeps getting assigned to a Simulator genre but it HAS NOTHING TO DO WITH SIMULATOR GENRE. I keep trying to appeal it but there is never any response to the words that I write. Just a denial with no explanation, no clues given as to why the Genre was chosen, nor why my selected Genre was denied. If I want to be in the Action RPG Genre, there’s no guidance given as to how I could get into that Genre.
At least with a “normal” Roblox support request there’s the ability to reply, have a 2 way conversation with the agent. With Genre appeal it’s just “here ya go, deal with it!”
This represents a huge failure in communication between Roblox and Devs. The ridiculous UX on the Genre support form is just another comical facet of this 100% broken process.
