Support Form visually retains previous input after submission, but fields are treated as empty

Bug Reports Roblox Application and Website Bugs
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#1

After submitting a request on the Roblox Support page, several fields — including Email Address, Confirm Email Address, Asset ID, and “Please describe your issue” — visually retain the input from the previous submission. However, when attempting to submit another request, the system treats those fields as empty or invalid.

This behavior started occurring after the recent update to the support form’s user interface. It’s misleading and causes unnecessary re-entry of information.

Reproduction Steps:

  1. Go to the Roblox Support page.
  2. Fill in all required fields:
    • Email Address
    • Confirm Email Address
    • Select Moderation → I was moderated for an asset I created (this category requires an Asset ID)
    • Enter an Asset ID
    • Fill in the “Please describe your issue” textbox
    • Optional: Enter Username and First Name (will not affect the result)
  3. Submit the support request by clicking the “Continue” button.
  4. Let the request process fully — either be submitted successfully or return an error.
  5. Without refreshing the page, attempt to submit another request using the same form (either with the same or a different category).
  6. Observe:
    • After submitting the Email Address, Confirm Email Address, Asset ID, and “Please describe your issue” fields appear filled, but the system treats them as empty or invalid, leading to various errors:
      • “Email is required” error, even though the email is visibly there.
      • “Please enter an Asset ID” error, even though the ID is entered.
      • “Description of the issue is required” error, even though the field is filled.
    • The form will not allow the user to submit again unless they completely clear the fields and retype the information.

Expected Behavior:

After the request is finalized (whether it’s submitted or errors out), the form should either:

  • Fully clear all fields,
    or
  • Retain their values in a valid and usable state, so users can submit another request without needing to re-enter anything.

Actual Behavior:

  • Fields like Email Address, Confirm Email Address, Asset ID, and Issue Description appear filled after the submission attempt, but are treated as empty or invalid internally.
  • Error messages are shown:
    • “Email is required”, even though an email is visibly present.
    • “Please enter an Asset ID”, even when an ID is entered.
    • The “Please describe your issue” textbox also needs to be cleared and retyped; otherwise, the form fails to proceed.

This behavior leads to unnecessary confusion and wasted time, especially for users trying to submit multiple related requests.

Visuals: