Hello,

Posting this here since we haven't been able to get help through multiple support tickets.

We have a game that is set to release in a couple of days. We submitted our build/store page review almost a month ago. Through our experience submitting builds it should only take 3-5 days for a review. It's pretty common to have to change a few things on the page then submit for re-review, but the re-review should only take a few days as well. We had our playtest reviewed last year and didn't encounter any issues.

After we submitted our first review, we got our review back after 5 days with a few things on our page we had to change and a few things they wanted clarification on. We submitted a re-review with all of the changes that were asked for, as well as giving clarification on a few things.

After a bit over a week, our re-review status changed with this message:

"Your build/store page requires further review and will take some additional time beyond the normal 3-5 business days:

Automated tests failed, awaiting detailed report"

We messaged Steam support asking them what the timeframe would be for this extended review since we were so close to release and never received a response. We kept trying to get in contact with Steam support but could never get any info as to why the review needed more time, what issues needed to be addressed, and how long the extended review was going to take. We were getting very nervous given we were going to be releasing in less than a week at that point.

We put in a different support ticket last week to try to get some additional information to determine whether or not we would have to delay our release due to this review. We finally got the following response on Monday:

"Your app requires an additional review and will take longer than the expected 3-5 business days. You should receive an email once we have completed our review of this app."

This is not helpful since we are due to release on Thursday and need to know if a delay is necessary.

Since it was clear we had to delay due to the uncertainty, we contacted Steam support to try to push back our release date since we can't change it ourselves within 2 weeks of release. We got this response today:

"Thank you for reaching out.

The date you picked is coming up soon, but your build review is incomplete. Before making this change, be sure to finish up your build checklist, and submit with build for review. Please contact us again after passing the review.

Build review normally takes 3-5 days, and you should plan around the possibility of failing the build review at least once. Generally speaking, it's good to submit the build for review about two or three weeks before release."

This is clearly an automated response given we submitted for review almost a month ago, completed our build checklist, and are currently in the middle of a re-review.

We are desperate and worried that our review is bugged or got lost in the system. We've tried contacting Steam support several times to get any information or get someone to look at our situation but we haven't been able to get any help. If someone on the Steam team could help us out or if anyone can give us some advice, it would be greatly appreciated. We don't want to be in a situation where we hit our release date and our game still hasn't been approved, especially given we submitted our review even earlier than the recommended timeframe.