Hello.
I am writing this post out of sheer frustration as a long-time publisher (White Noise Team). The transition from the Unreal Engine Marketplace to Fab has introduced severe technical deadlocks, completely broken support pipelines, and a massive drop in overall marketplace quality.
I am currently facing a critical technical issue with my asset, “Post-Soviet Hospital” (URL: Post Soviet Hospital | Fab ), and there is physically no way to reach technical support to resolve it.
THE TECHNICAL BUG (DEADLOCK):
My environment was flagged by an automated sanction requiring a “Mature” rating due to “references to Soft Drugs” (it contains realistic medical clinic props like syringes and ampoules, which are essential for a hospital setting).
I fully agree with the requirement and want to apply the “Mature” rating immediately to comply. However, the Fab publisher UI physically blocks me from saving these changes. Every time I set the rating to Mature and try to save/submit, the system throws this error:
“Cannot update a live listing from non mature to mature”
Because of this technical block, my updates are flagged, and I keep receiving duplicate automated sanctions in an endless loop while having no physical way to comply on my end.
THE SUPPORT SYSTEM IS COMPLETELY BROKEN:
When trying to resolve this, I encountered a total failure of the Epic/Fab support ecosystem:
- Sanction Appeals are Useless: If you submit an appeal within the sanction system, you only get generic, useless automated bot replies that do not read or understand the actual technical issue.
- Epic Help Center Deflection: When opening a ticket at the Epic Games Help Center, agents immediately “footballed” me, stating they do not handle creator issues and redirected me to the Fab Support portal (https://support.fab.com/s/).
- Broken Fab Support Backend: The Fab Support contact form is completely broken. It silently drops submissions. When I click “Submit”, nothing happens - no confirmation screen, no case ID, no automated email, and the ticket does not appear in “My Requests”. It simply vanishes into the void. This happens across multiple clean browsers (including Microsoft Edge in private mode with all ad blockers disabled).
- Deprecation of Direct Email Support: Direct email addresses (like uemarketplacesupport@ or fab-support@), which used to be the most convenient and reliable communication channel for developers, are no longer monitored.
CONCLUSION & FEEDBACK:
I am extremely dissatisfied with the current state of Fab. The abundance of bugs, the total reliance on useless support bots, and the general decline in support quality since migrating from the old Marketplace to Fab make the publisher experience incredibly painful. Creators are left completely helpless when technical bugs on your end block us from complying with your own rules. Please, bring back the functional communication channels we had before.
And this is without even touching upon the dropping quality of moderation on the public store, which is currently being flooded with low-effort, low-quality asset dumps that dilute the visibility of genuine, high-quality, professional products.
I need a Fab staff member or database administrator to manually apply the “Mature” rating to my listing from your side, or temporarily unlock the listing status so I can submit the update myself.
Asset details:
- Product: Post-Soviet Hospital
- Publisher: White Noise Team
- Sanction ID: e88a8e9d-74ea-471b-9351-b80cd4a96368
- Target Rating: Mature
I have screenshots of the UI error ready if anyone from the staff can contact me.
