Describe the issue
I am experiencing an issue where my replies to Roblox Appeals support tickets appear to not be recognized by the support system.
I currently have two moderation appeal cases. I have replied to the tickets multiple times with updates and information, but the system continues to treat them as if I have not responded.
Steps to reproduce
- Receive a Roblox Appeals support ticket.
- Reply to the ticket with the requested information/update.
- Wait several days.
- Receive an automated email stating that no reply was received and that additional information was previously requested.
- Reply again to explain that I have already responded.
- Receive another automated email stating that the request is being “tentatively set to solved” because no reply was received.
In my case, I received the first “you have not replied” email approximately 5 days after I had already replied. I was also told that Roblox had previously requested additional information, but I had not received any specific request for information.
Impact
This is particularly frustrating because these are moderation appeals subject to Roblox’s 30-day appeal period. My game’s season schedule and tournaments have already been delayed while I wait for the affected experiences to be reviewed.
I am concerned that continued automated responses are causing valuable appeal time to be lost.
Visual aids
Expected behavior
Expected behavior
The support system should correctly register my replies and keep the ticket active for the Appeals team to review.
Actual behavior
My replies appear to not be recognized, resulting in repeated automated emails claiming that I have not responded and eventually marking the request as “tentatively solved.”
A private message is associated with this bug report