Apple Support for Developer gets worse. It gets hard to continue work as developer.

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belark Author

Level 1

4 points

Apple Support for Developer gets worse. It gets hard to continue work as developer.

I got a mail about violating policies. I did respond. First result:

"That is the responsibility of another team. Please contact them."

Other team responds:

"If something unexpected happens, contact the support via ...."

Ok, first they told me that I might lose my developer licence for any random allegations. Then this?

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Next issue.

I got random download spikes. Usually I get like 100-500 a day. Suddenly it is 600k. I did report a fraud to Apples support. First response:

"Hey, my name is #1.. please respond to this mail then we start to investigate."

I did respond.

"Hello, my name is #2... We start to investigate."

End of story ... never got any solution.

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Next issue.

I did submit some apps. All were approved and set to "Ready for sale". But most of them suddenly changed state to "Removed from sale by developer". I did check on appstoreconnect what has happened.

-> "Removed from sale by developer" - User: Apple

I can not change anything. It got no information and no response via solution center. So I can not address that problem directly.

I did contact support to ask to set it back to "Ready for sale". I did that via common Apples contact page. Everything was translated to German. The form and the contact page was completely in German. So I wrote in German. Response:

"Support is only available in English. Please translate your request."

Just lol.

Is Apple giving up on their developer base? It is so frustrating. I am waiting for days just for one completely useless reaction of Apple support. I never had those problems on Google Play.

Posted on Sep 7, 2023 4:38 AM

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Answer 1

belark Author

Level 1

4 points

Sep 9, 2023 9:35 AM in response to MrHoffman

Thank you for responding.

Finally I was able to solve my own problem with the "Removed from Sale by Developer" (done by Apple). It was a missing information on appstoreconnect which was not indicated as mandatory. The submission went through without any note.

To finish the story:

The support started to answer in German even if they requested a translation in English before. The contact chain was:

appstoreconnect contact form -> itunesconnect@apple.com -> germandev@apple.com

I had to explain 3 times (once on each contact) what my problem was. Then I had to upload images to a certain upload portal to show the issue (they already checked the images which I did send them 2 times before). But without the upload they would not continue the support.

In the end I requested to close my support ticket and provided a description of what went wrong and how to solve the reported issue.

Every problem was cause by miscommunication of appstoreconnects UI and lacking information from the automated mails.

I am really happy that this one issue is over. I still haven't received a response to the other two issues. At least they do not stop me from working.

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