App half-released since launch: not in store search, no Production channel, buyer can't install
My app (Warden of the Isles) was scheduled to release on Oct 6 at 12:01 AM, with the submission approved on Oct 5. Since the scheduled time it has been stuck in a half-released state, and several things are still inconsistent today.
What happened at launch:
- The dashboard showed the release as "Released", but the binary stayed on "Pending release".
- Every action in the "..." menu on the distribution row (Publish submission / Unschedule / Delete) was greyed out, so nothing could be done from my side.
- The store page lost its price/Buy button in every region, and the app disappeared from store search.
Workaround (about 12 hours later): I created a new submission for the same build, got it re-approved, and manually released it. The store page became purchasable again.
What is still broken:
- The app overview shows "Release status: Scheduled" even though the app is live and selling. The same card shows "Production (Store) Build: 1.0.15" in green.
- The Release Channels page shows no Production (Store) / "Live (Default)" channel. Another app on my dashboard shows "Live (Default)" as its only channel; this app only lists a custom backup channel I created myself.
- The app still cannot be found in store search. Buying only works through a direct link to the store page.
- A user who bought the game today (a regular purchase via direct link, not a pre-order) cannot see it in his Quest library and cannot install it. We went through the standard steps: library filter set to All, searching the store from inside the headset (the app can't be found there either), restarting the headset, and confirming the purchase is on the account logged into the headset. He still cannot install the game he paid for.
It looks like the original scheduled release never bound correctly on the backend, leaving the app half-released: the page sells it, but search indexing, the Production channel, the release status, and worst of all entitlement/library delivery are inconsistent.
Has anyone had this before and found a way to get the state fully cleared? This happened during my launch window, so the damage to the release has been significant. (Support ticket also filed but got no response.