Urgent help needed: approved Meta Horizon Store release changed to Pre-order hours before launch

Hi everyone,

We’re currently facing a critical issue with our Meta Horizon Store release, which is scheduled to launch today, and we’re trying to find any possible way to reach someone who can help us understand or resolve what has happened.

We originally had two scheduled submissions. One was an older submission that we no longer needed, while the newer one was the correct release and had already been approved and scheduled.

To avoid having two submissions publishing one after another, we unscheduled and deleted the older one.

Immediately after doing that, the newer approved submission unexpectedly changed in two ways:

• The binary that had been associated with the approved release disappeared from the submission.
• The submission itself changed from a Full Release into a Pre-order submission.

The correct binary still exists in our developer account and remains approved, so the build itself has not been lost. However, it is no longer associated with the approved release.

We immediately created a new Full Release submission, but that submission is now Under Review, and our planned launch is only a few hours away.

We have already contacted Developer Support and requested an urgent escalation, but so far we have not been able to get a response from a human support agent. We are particularly concerned about the possibility of missing the original launch window and whether this could affect Store visibility or eligibility for launch-related discovery surfaces such as New Releases.

At this point, we are trying every possible route to get in touch with someone who understands the Store submission system and can help us determine the safest way forward.

We have also been told that the Meta Horizon Start Discord may be a useful place to ask for help, but we are not sure how to access it. We believe our developer organization is part of the Start program, although we do not know whether our current status gives us access to the Discord.

If anyone can help with any of the following, we would be extremely grateful:

• Has anyone experienced a similar issue where deleting one submission affected another approved submission?
• Is there any safe way to restore an approved binary to the original Full Release without restarting the entire review process?
• Is there a recommended escalation route for a launch-blocking Store issue when Developer Support has not yet responded?
• Can someone clarify how to access the Meta Horizon Start Discord, or help us determine whether our account is eligible?
• If there is a Meta community manager, Store team member, or Start representative who could point us in the right direction, we would really appreciate the help.

We are intentionally avoiding making further changes in the Developer Dashboard because we do not want to make the situation worse.

Any advice, escalation contact, or guidance would be greatly appreciated.

Thank you very much.