Support and Bug Reporting Best Practices

The Meta Horizon Creator support team is here to help you with:

• Account permission issues e.g., I am missing a feature
• Monetization issues e.g., I am unable to sign up for the bonus
• Payment issues e.g., I did not receive my payout this month, my payout account details are inaccurate, or I am unable to update my payout account details
• Integrity appeals (world or user) e.g., My world ratings was updated and I have appealed but have not heard back or I would like to appeal a suspension of my account
• Bug escalations e.g., I have already reported a bug through ABXY but require more immediate support
• General program questions
  
  

Our support team has put together characteristics that are helpful in triaging bug reports and ensuring reproducibility. When submitting a bug or report, we ask that you keep these characteristics in mind.

Bug reports that are not reproducible are substantially harder if not impossible to debug for our engineering teams. The more details a report has, the better. Please remember to report using the in-tool bug and feedback reporting flows e.g., ABXY and in-device integrity tools before reaching out through the Support Center  Developer Support Portal or through the support email.

Characteristics of a Helpful and Complete Bug Report

1. Provide Your Username: This is especially helpful if you're reaching out through email.
2. Date & Time of ABXY: If your bug is a long-term issue or recurring issue, include the most recent date and time of the issue recurring. As well as any details about the amount of times it has occurred.
   • Example: “The bug first occurred on 1/10/25 after I’d updated to the new OS. The bug stopped showing up after a few days, then returned after I updated to the new version of the OS on 2/10/25.”
3. World Name: Whether your world is published or not, providing your world name is integral to reproducing the issue and debugging potential causes.
4. Reproduction Steps: Be as clear and prescriptive about the steps needed to reproduce the bug you’ve experienced, particularly if it is related to a scripting error.
   • Example:
     • Helpful steps: Press switch to VR in the desktop editor in a world that has a screen overlay. 
     • Unhelpful steps: Switch to VR while editing the world. 
5. Preconditions: What was happening before you experienced this bug?
   • Example:
     • Did you make any changes to their world between the last time you accessed it and the time of the bug occurring? 
     • Did you update your MQDH/HzOS/SDK version? 
     • Did you have a huge growth of followers?
     • Are there any other extenuating circumstances we should know of? 
6. Descriptive Observed and Expected Behavior: Much like Repro Steps, these should be specific and clear. 
   • Example:
     • Unhelpful steps: 
       • Expected behavior: Items work. 
       • Observed behavior: Items don’t work. 
     • Helpful steps: 
       • Expected behavior: When the player picks up an item in game, the item is added to their inventory. 
       • Observed behavior: When the player picks up an item, the item disappears from the world, but isn’t listed in their inventory. 
7. Build Blocking: How detrimental is this to your development flow?
   • Is the issue fully blocking? 
   • Is it intrusive but you are still able to build?
   • Is the bug slowing you down but you are able to find a workaround?