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Lost game licenses after Meta Horizon+ expired (Dynamic Bundle Bug)

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Hi everyone,

I'm facing a serious issue with my store licenses and hope a Community Manager can look into this or escalate my case.

I purchased two bundles while my Meta Horizon+ subscription was still active:

The I Expect You To Die Bundle
Vertical Robot Collection

Because the games "I Expect You To Die 2" and "Red Matter" were temporarily in my library via the Horizon+ subscription, the Meta Store applied "Dynamic Bundling" and discounted the packages. However, after my subscription expired, the system completely wiped my permanent licenses for both games. Now the store asks me to purchase them again, even though they were part of the bundles I legally bought.

The first-line chat support didn't understand the Dynamic Bundling mechanism at all. For my initial ticket (09863142), they only issued a 15 € credit specifically to let me repurchase "I Expect You To Die 2", but they completely ignored "Red Matter" and force-closed the ticket. Now, my replies are blocked because the ticket is closed.

I have just opened a new web ticket, but I wanted to raise awareness here since this license-overwrite bug seems to affect many users who use Horizon+ and buy bundles at the same time.

Could any Moderator or Community Manager please help me escalate this to the billing team so I can get the license or credit for "Red Matter" as well? Thank you!

Note: It seems I am not the only one experiencing this systemic issue. There is another thread describing the exact same bug here.

Choleni

Honored Contributor

Hi @Patt1ng3r 🙂

Now the store asks me to purchase them again, even though they were part of the bundles I legally bought.

If i understand you correctly, you haven’t bought them yet.

The bundles that you bought were reduced by the price of the game that was already in your library.

If the subscription ends the game in your library is gone. You can either renew your subscription, which will bring back the games you redeemed during your subscription, or you must buy the games.

P

Patt1ng3rAuthor

New Participant

That is not how it happened. You are misunderstanding which games I already owned.

I did NOT own "Red Matter" or "I Expect You To Die 2" prior to buying the bundles. I owned the OTHER games in those bundles (e.g., Red Matter 2).

The bundles were dynamically discounted because I already owned those sequels. I specifically bought the bundles to acquire "Red Matter" and "I Expect You To Die 2". However, because those two specific games happened to be active in my Horizon+ subscription at the exact time of purchase, the store's licensing system glitched. It applied the bundle purchase to my account but failed to overwrite the temporary Horizon+ license with the permanent commercial one.

So yes, I legally paid for them as part of the bundles, and Meta's system revoked them anyway when the subscription ended.

Choleni

Honored Contributor

I see, sorry.

I thought the bundle price was reduced by the games you had in your library because of the subscription… my bad.

You are right, it’s definitely wrong what happened to you.

This a user forum, no mod or community manager will escalate your case.

You said, you opened a new ticket... be persistent.

Maybe try the chat or WhatsApp option to contact them.

If nothing works you could file a complaint at BBB, or the equivalent in your country, or threaten them with doing that.

This often works.

P

Patt1ng3rAuthor

New Participant

*UPDATE:*
The email support is completely stonewalling me. I opened a new ticket explaining that the 15 € credit only covered ONE of the two missing games (I Expect You To Die 2), and that "Red Matter" is still completely missing from my library.

Instead of reading my explanation, the support rep just sent a copy-paste template stating: "I see that your questions were answered in ticket 09863142 and that you received a 15 € credit." They immediately closed the new ticket again.

This is incredibly frustrating. They are treating a combined ticket about two entirely different purchases as "resolved" with a single partial credit.

Can a Community Manager please step in and escalate this case internally? The regular support channels are completely broken and refuse to look at the actual transaction data for the "Vertical Robot Collection".

steve40

Honored Contributor

Community managers never step in in these matters in the VR forums. You need to talk to someone on Live Chat rather than the email support option.

Contact Meta Store Support (en-gb)

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Patt1ng3rAuthor

New Participant

This is just a small excerpt from the conversation, but it is the ultimate proof of how completely incompetent and broken the Live Chat support is.

Here is the translated transcript of that specific moment:

--------------------------------------------------
[12:33] Me: Which games are included in the bundle "Vertical Robot Collection"?

[12:34] Support: Red Matter 2, Red Matter and Daedalus.

[12:34] Me: Did I purchase this bundle?

[12:39] Support: You only bought the game.

[12:40] Me: I bought the bundle. It's clearly stated on the invoice.

[12:40] Me: And the bundle contains Red Matter.

[12:41] Me: Please ask your supervisor.

[12:41] Support: You can contact the developer Vertical Robot for further information: https://www.redmattergame.com/
--------------------------------------------------

They literally contradicted themselves within 5 minutes, denied my official invoice data, and finally tried to deflect a Meta Store licensing issue to an external game developer. This is why standard Live Chat is a complete dead end for this Horizon+ bug and why I am forcing an escalation here.

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