Unable to change experience thumbnail

Help and Feedback Platform Usage Support
1

I’m having trouble changing the thumbnail of one of my experiences. Recently, I was made aware that it had been changed without my knowledge to an off-putting picture of Baldi from Baldi’s Basics. I am the only one with access to edit the experience.

I have attempted multiple times to restore the thumbnail, but was unable to since it doesn’t appear anywhere. I have tried rearranging my thumbnails, removing all thumbnails, and reuploading them, but the thumbnail persists.

My experience only has one place, so I am sure that I am editing the thumbnail for the starter place.

Has anyone else had this problem? I’ve tried to search up this issue multiple times but couldn’t find anyone else with this odd situation.

2

Try changing the Place’s thumbnail, rather than the experience’s thumbnail (assuming that’s not something you already tried).

The relevant page’s link for your game should be:
https://create.roblox.com/dashboard/creations/experiences/2065480045/places/5813911804/thumbnails

3

It leads to the same page as I visited in the video. I’ve tried this page before to change the thumbnail, but was unsuccessful (see post for what I tried).

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4

Apologies – I hadn’t realised that the video was, well, a video. I’ll try and think of a different solution and get back to you. If I don’t send another reply, assume I was unsuccessful

5

To be honest, the only thing I can think of is contacting Roblox Support.
They’re pretty useless, but they may be able to remove the thumbnail.

6

I’ve tried to contact Roblox Support for the past hour now but couldn’t get past the AI chat until the captcha became absolutely unbearable to go through and solve.

I’m so stuck on this. Developers should be able to get support for critical issues such as a random thumbnail showing which hurts the player count and not have to deal with this DevForum and this labyrinth that is called creating a support ticket.

I tried extremely hard to get the AI to create a ticket but no matter how many times I asked for a human it kept denying me.

When I ask for an agent, the AI says it cannot and keeps asking me for details. If I provide the details, it just says the issue was reported to Roblox without creating a ticket.

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I’ll try again tomorrow since the captcha is making me solve like 10 puzzles but I’m extremely disappointed in the platform’s support.

7

You might need to try changing it on the experience detail page instead of the home rec page

8

It’s been a few months, and the problem has gotten worse. I can’t change my experience name or description, and it only displays the random name and description now.

What it looks like in Roblox Studio:

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I’ve contacted Roblox Support several times, but they haven’t been helpful and keep telling me they’re “unable to provide you with any further information or response regarding this inquiry”.

My experience has been pretty much vandalized for months. I am stuck and have no idea what else to do.

9

uhhh… try making a new game with the same place file, thumbnails and other thing you want? that might work. this is a very interesting glitch

10

I don’t want to lose all my visits, likes, badges, etc. This will probably be my last resort.

11

Hey I have the same issue did you resolve it?

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12

I haven’t found a solution yet. You could try Roblox Support but they have been extremely unhelpful for me.

13

i just found the solution ! Reupload your thumbnails to the ‘Experience Detail Page’ and not the ‘Home Page’ thath work for me

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15

Unfortunately I’ve tried reuploading and it doesn’t work. And my problem is with the game name as well of top of the thumbnail.