[BUG] Paid store purchases revoked after Horizon+ trial ended
Hi Meta Support Team / Community Managers,
I am opening this thread to request direct escalation from a support manager regarding an entitlement error on my account.
Front-line support has repeatedly sent automated responses claiming my access was revoked because my Meta Horizon+ trial expired. However, these titles were outright commercial purchases made with real currency (PayPal & Quest Cash), not free Horizon+ catalog claims.
While active Horizon+ status provided a point-of-sale promotional discount at checkout, the full settled purchase price was paid, and standard commercial receipts were issued.
Transaction Summary & Proof of Payment:
Walkabout Mini Golf - Whole In One Bundle: Purchased Oct 20, 2025 | CA$34.28 (Paid via PayPal)
Pixel Ripped 1989 + 1995 bundle: Purchased Sep 23, 2025 | CA$17.40 (Paid via PayPal)
Premium Puzzles / Puzzling Places: Purchased Dec 25, 2024 | CA$1.04 PayPal + CA$33.00 Quest Cash
The Issue:
The system appears to have misclassified these paid cash purchases as temporary subscription claims upon trial expiration. A promotional discount applied at checkout does not convert an outright paid purchase into a rental.
Tier 1 support reps (Noah & Emilia) stated they cannot manually re-add titles or issue store credit to correct the error and requested I repurchase the games.
Request:
Could a Community Manager please PM me or escalate this thread internally to an Operations Lead who has administrative privileges to review my order history and restore my permanent store entitlements?
Thank you for your assistance,