Private-audience app marked as published but shows “Product not found” for authorized testers — developer support also unavailable

Use the official Windows Developer Support ticket link to bypass the non-loading Engage Center and route the case as an app submission/publishing issue; Microsoft identifies this route for developer-account management, app submission, certification, and analytics assistance.^1^

Before submitting the ticket

Confirm these private-audience requirements so the ticket clearly demonstrates a Store-side issue rather than an audience mismatch:

1. In Partner Center → Apps and games → your product → Pricing and availability → Visibility, verify Private audience is selected.
2. Open the audience group attached to that submission and verify each tester’s exact email address is present.
3. Have each tester sign in to Microsoft Store using the same Microsoft account associated with that email address. Testers must run Windows 10 version 1607 or later.^2^
4. Give testers the product’s direct Store listing URL. A private-audience product is not discoverable through Store search, even by authorized users.^3^
5. Verify that the product was published to RETAIL, not only to a development/test sandbox. Private-audience users can access the product after it is published to RETAIL, subject to its configured release schedule.^3^
6. Check Pricing and availability → Schedule for a future release time or expired acquisition window. Schedule settings still apply to a private audience.^3^

Private audience can only be selected if the app has not previously been published to a public audience. If it was already publicly published, use a package flight for targeted testing instead.^4^

What to put in the support request

Select the Apps and games workspace and the closest problem type for app submission, publishing, or product availability. Include:

• Product name and Store/Product ID
• Submission ID and publication completion time
• Confirmation that the submission was published to RETAIL
• Direct Store URL used by testers
• Screenshot of the published status
• Screenshot of Product not found
• Tester region, Windows version, and test timestamp
• Confirmation that the affected account is in the attached private-audience group and is the account signed into Microsoft Store
• Whether every authorized tester is affected or only particular accounts
• Any correlation/request ID displayed
• A note that the normal MSA support link redirects to Engage Center and remains indefinitely loading in both the regular browser and Edge InPrivate

Do not post tester addresses, tenant identifiers, or other account details publicly; provide them only through the private support request.

Partner Center’s in-product route

If the direct Windows Developer Support link does not open a request:

1. Sign in to Partner Center.
2. Select the AI assistant icon in the upper-right, describe the publishing issue, and select Contact Support.
3. Choose the relevant workspace and problem type.
4. Select Review solutions → Create support request, complete the required fields, and submit.

If AI assistant is unavailable, select Help (?) → Contact Support → Review solutions → Create support request instead.^5^

Since Engage Center already fails in normal and InPrivate sessions, repeating browser/cache troubleshooting is unlikely to add useful evidence; use the Windows Developer Support or Partner Center in-product ticket route instead.

References

1. Steps to open a developer account
2. Set visibility options
3. Visibility - Audiences
4. Beta testing and targeted distribution
5. Get help and contact support in Partner Center