Do not assume the project is lost the moment the screen changes. Roblox’s own guidance starts with checking Creations because generation may continue and finish there.
Check Creations before assuming the game is gone
Open the Build area and inspect Creations for a project with the expected name or recent timestamp. A game that was still generating may appear after the chat view stopped updating. Open likely matches and playtest them before sending the same paid request again.
Also check whether the result was saved under a generic or shortened name. The goal is to distinguish “game exists but was hard to find” from “no project was created.” That distinction changes the support report.
Let an active generation finish
Roblox says an active generation should finish even if the account runs out of current AI usage. The usage boundary can block the next message, but it should not be treated as proof that the in-progress project was discarded.
If the view stopped mid-process, try the official please continue recovery once and follow the stuck-generation checklist. Then reopen the app and check Creations again. Do not alternate between several new projects while waiting; that makes timestamps and charges harder to match.
Separate a missing game from missing credits
There are at least three different questions:
- Did the game finish and save in Creations?
- Did the paid credit balance change as expected?
- Did an automatic top-up purchase more usage?
Capture each state separately. The Robux top-up guide explains purchased credits, optional automatic top-ups and daily spend limits. Roblox does not publish one universal price in the reviewed pages, so use the in-app transaction and usage displays for the account’s actual values.
Information to collect for Roblox Support
If the project still does not exist, prepare:
- Roblox username.
- Date, local time and timezone.
- Exact error text or a screenshot of it.
- A short description of the prompt and expected project.
- Whether the game appeared in Creations later.
- Whether automatic top-up was enabled and the visible spend limit.
The official Build documentation specifically asks for username, date/time and any error message. Keep passwords, age-check documents, full payment numbers and unrelated private data out of the report.
Avoid repeat purchases while status is unclear
Do not repeatedly repurchase or resubmit the same generation in an attempt to force it through. A second purchase may create another valid transaction rather than repairing the first. Confirm the project, credit balance and top-up settings, then contact Support if the records do not line up.
Build Creator cannot promise a refund, a response time or a resolution. For future attempts, use the creation workflow and check the AI allowance boundary before starting a large revision.
Read the account records without guessing
Match the time of the Build attempt with the visible credit balance, automatic top-up state and any Roblox transaction entry available to the account. A balance change alone does not prove where the project was saved; a missing project alone does not prove which purchase event occurred. Preserve screenshots with sensitive payment details cropped, keep the original timestamps and send one concise incident sequence. Do not post account records publicly or ask another user to investigate through your login.