Description of the Issue
There is currently a critical bug in the Roblox Support workflow where active appeal tickets routinely stop receiving responses. Instead of receiving a definitive resolution (approval or denial), tickets are left in an open unresolved status indefinitely. Over the past four weeks, I have experienced this exact issue with three separate support tickets. In each case, communication from the support agent abruptly ceased after the initial automated or preliminary responses.
Timeline and Ticket Data
To demonstrate that this is a recurring systemic issue rather than an isolated incident, here are the tracking details for my active tickets from the past month:
- Ticket ID: 174237166 | Status: Pending | No response from support since June 27, 2026
- Ticket ID: 174716578 | Status: Pending | No response from support since July 2, 2026
- Ticket ID: 174136492 | Status: Pending | No response from support since July 6, 2026
Impact on Developer Business
This lack of resolution has a severe financial and operational impact. Because these tickets remain stalled, my game has been taken completely offline for the past four weeks. This has resulted in a total loss of daily active users (DAU) and a complete loss of game revenue.
As developers, we rely on the appeal system to rectify false positives or clear up compliance issues quickly. When communication halts entirely, it prevents us from fixing the underlying issues or operating our businesses on the platform.
Expected behavior
Requested Resolution
- Please reply to ticket 174136492 which was very close to being resolved.
- Then, I am requesting that the engineering or support management teams investigate the ticket routing system to find out why appeals are dropping out of the active queue. A system safeguard should be implemented to ensure tickets are automatically escalated if they receive no internal updates within a set number of business days.
A private message is associated with this bug report