I am hoping that someone can help us to understand / resolve what is turning out to be a very frustrating back-and-forth submission / rejection cycle for our app.
When we originally submitted our app it was rejected for a few minor, but valid reasons. We were provided specifics about the issues by the reviewer along with screenshots of the issues we needed to address. For example, when a user would tap our QR code scanner button they would be prompted for permission to use the camera, but our permissions prompt said "We need access to the camera". We were asked to provide a better description, so we changed the description to "Our app needs access to the camera to scan QR codes". We had a few minor issues like that to resolve, another being that we hadn't provided the same screenshots for the app store for iPad and iPhone. We resolved all of the issues per the details provided and resubmitted.
We were rejected again, but this time for a different reason. The new reason was:
"Guideline 2.1 - Performance - App Completeness
We discovered one or more bugs in your app. Specifically, we were not able to fully load your app content after launch. Please review the details below and complete the next steps."
This was confusing because for the previous submission the app reviewer was able to fully load our app and view the content. They were able to take and provide screenshots of the minor changes we needed to make. We were able to take the required new screenshots for the app store because the app loads perfectly for us on both physical devices and simulators. We have even tested launching the app in airplane mode without an internet connection to make sure there are no loading issues when the app is offline.
We responded in the resolution center asking for clarification about the issue but did not get a response. In the meantime, we made a few other minor changes to the app thinking that perhaps we had not properly addressed one of the previous issues. We also made sure that our backend servers that provide content to the app were online and functioning correctly. We tested the app from both simualtors and physical iPads and iPhones and did not experience any issues loading the app.
We resubmitted and were rejected again with the exact same response.
We were not provided any screenshots or further description of the issue.
We have tested extensively and are not trying to use the review process as a debugging process. We are confident that there is not a bug in the app that prevents the content from loading.
In fact, our app has very little content upon initial launch. You can tap the bottom navigation button for "Add / Manage" and follow accounts, but there is no initial content other than our logo when the app is launch. Users must follow accounts to have content loaded.
We provided an example QR code for the app reviewer to test and they were able to follow our example account when they performed the initial review. The screenshots of the issues that they provided for the initial rejection contained the example account and showed it loaded in the app for the reviewers, so we do not believe our content server is experiencing any issues since we are able to load content 100% of the time and the initial reviewer was able to load the content without issue.
We have made 3 additional submissions after the first one that was rejected, but all 3 have contained the exact same vague description of the issue without any further details or screenshots.
We are trying very hard to meet guideline 2. 1 Performance: App Completeness but we are having trouble isolating what issue the reviewer is actually experiencing as the description of the problem provided in the resolution center is vague and unspecific.
We have asked multiple times for screenshots or a description of where the problem or loading error occurs, but no one responds in the resolution center. We have not received a single response in the resolution center and we have been trying to publish this app since April 9th.
We don't know if the reviewer is trying to load the app without an internet connection or what the problem might be. We even have a message that pops up at the bottom saying "Not updated, please check your internet connection" if they are opening the app in airplane mode or without an internet connection. We are very confused about what problem they could be experiencing that prevents them from loading our very minimal content upon app launch.
As our original response to the Resolution Center states, we have tested on both simulators AND on physical devices in a production environment and that the initial content of the app is minimal until the user follows some accounts.
We simply keep receiving the same feedback saying "Specifically, we were not able to fully load your app content after launch." but no one has told us what content can't be fully loaded or what screen they are experiencing this issue on or provided us with a screenshot of the issue.
How can we get ahold of get someone familiar with our app to actually respond to our responses in the resolution center? If they would look, they will see that we have provided VERY detailed responses with detailed examples of how to use the app and load content but we have not received a single reply.
We have tested extensively on physical devices AND simulators and we cannot reproduce any content loading errors.
We can't get a solid answer on what the reviewer means by "not able to fully load your app content". We don't know if they are receiving an error or a blank screen or what or under what conditions. We aren't getting an answer that clarifies what the problem is.
We have thoroughly tested this and believe that perhaps the reviewer is expecting there to be some default content in the app other than a screen with our logo and navigation tabs that allow the user to add content by following accounts. We don't believe we are missing any vital configuration details because our initial submission was reviewed in detail and was found to have only simple description and screenshot related issues and nothing preventing the initial reviewer from using the app and loading content.
We are doing everything we can to get this app published, but for some reason we aren't getting detailed explanations for our rejections and we aren't getting ANY responses in the resolution center when we provided detailed responses to the issues.
What can we do to get in touch with a real person who won't just send us a vague and generic response?
We would love to be wrong and find out that there is an issue we need to address, but we cannot reproduce any problems. The responses keep saying "Please run your app on a device to reproduce the issues, then revise and submit your app for review." but they don't tell us what issue we are trying to reproduce.
Thank you to anyone who can help us figure this out.
When we originally submitted our app it was rejected for a few minor, but valid reasons. We were provided specifics about the issues by the reviewer along with screenshots of the issues we needed to address. For example, when a user would tap our QR code scanner button they would be prompted for permission to use the camera, but our permissions prompt said "We need access to the camera". We were asked to provide a better description, so we changed the description to "Our app needs access to the camera to scan QR codes". We had a few minor issues like that to resolve, another being that we hadn't provided the same screenshots for the app store for iPad and iPhone. We resolved all of the issues per the details provided and resubmitted.
We were rejected again, but this time for a different reason. The new reason was:
"Guideline 2.1 - Performance - App Completeness
We discovered one or more bugs in your app. Specifically, we were not able to fully load your app content after launch. Please review the details below and complete the next steps."
This was confusing because for the previous submission the app reviewer was able to fully load our app and view the content. They were able to take and provide screenshots of the minor changes we needed to make. We were able to take the required new screenshots for the app store because the app loads perfectly for us on both physical devices and simulators. We have even tested launching the app in airplane mode without an internet connection to make sure there are no loading issues when the app is offline.
We responded in the resolution center asking for clarification about the issue but did not get a response. In the meantime, we made a few other minor changes to the app thinking that perhaps we had not properly addressed one of the previous issues. We also made sure that our backend servers that provide content to the app were online and functioning correctly. We tested the app from both simualtors and physical iPads and iPhones and did not experience any issues loading the app.
We resubmitted and were rejected again with the exact same response.
We were not provided any screenshots or further description of the issue.
We have tested extensively and are not trying to use the review process as a debugging process. We are confident that there is not a bug in the app that prevents the content from loading.
In fact, our app has very little content upon initial launch. You can tap the bottom navigation button for "Add / Manage" and follow accounts, but there is no initial content other than our logo when the app is launch. Users must follow accounts to have content loaded.
We provided an example QR code for the app reviewer to test and they were able to follow our example account when they performed the initial review. The screenshots of the issues that they provided for the initial rejection contained the example account and showed it loaded in the app for the reviewers, so we do not believe our content server is experiencing any issues since we are able to load content 100% of the time and the initial reviewer was able to load the content without issue.
We have made 3 additional submissions after the first one that was rejected, but all 3 have contained the exact same vague description of the issue without any further details or screenshots.
We are trying very hard to meet guideline 2. 1 Performance: App Completeness but we are having trouble isolating what issue the reviewer is actually experiencing as the description of the problem provided in the resolution center is vague and unspecific.
We have asked multiple times for screenshots or a description of where the problem or loading error occurs, but no one responds in the resolution center. We have not received a single response in the resolution center and we have been trying to publish this app since April 9th.
We don't know if the reviewer is trying to load the app without an internet connection or what the problem might be. We even have a message that pops up at the bottom saying "Not updated, please check your internet connection" if they are opening the app in airplane mode or without an internet connection. We are very confused about what problem they could be experiencing that prevents them from loading our very minimal content upon app launch.
As our original response to the Resolution Center states, we have tested on both simulators AND on physical devices in a production environment and that the initial content of the app is minimal until the user follows some accounts.
We simply keep receiving the same feedback saying "Specifically, we were not able to fully load your app content after launch." but no one has told us what content can't be fully loaded or what screen they are experiencing this issue on or provided us with a screenshot of the issue.
How can we get ahold of get someone familiar with our app to actually respond to our responses in the resolution center? If they would look, they will see that we have provided VERY detailed responses with detailed examples of how to use the app and load content but we have not received a single reply.
We have tested extensively on physical devices AND simulators and we cannot reproduce any content loading errors.
We can't get a solid answer on what the reviewer means by "not able to fully load your app content". We don't know if they are receiving an error or a blank screen or what or under what conditions. We aren't getting an answer that clarifies what the problem is.
We have thoroughly tested this and believe that perhaps the reviewer is expecting there to be some default content in the app other than a screen with our logo and navigation tabs that allow the user to add content by following accounts. We don't believe we are missing any vital configuration details because our initial submission was reviewed in detail and was found to have only simple description and screenshot related issues and nothing preventing the initial reviewer from using the app and loading content.
We are doing everything we can to get this app published, but for some reason we aren't getting detailed explanations for our rejections and we aren't getting ANY responses in the resolution center when we provided detailed responses to the issues.
What can we do to get in touch with a real person who won't just send us a vague and generic response?
We would love to be wrong and find out that there is an issue we need to address, but we cannot reproduce any problems. The responses keep saying "Please run your app on a device to reproduce the issues, then revise and submit your app for review." but they don't tell us what issue we are trying to reproduce.
Thank you to anyone who can help us figure this out.
Also, we have contacted the app review board twice and used the "Contact Us" section of the developer portal and selected the "Clarification of app rejection" option and have received completely vague responses in return, most recently:
"We are writing to let you know the results of your appeal for your app. The App Review Board evaluated your app and determined that the original rejection feedback is valid. Your app does not comply with App Store Review Guideline 2.1.When trying to reproduce the issue, please ensure you are running your app on a device with the most up-to-date version of iOS. Note that apps are reviewed in a production environment, not on a simulator. For other questions or to provide additional information about your app, please respond in Resolution Center in App Store Connect, where a reviewer who is familiar with your app can assist you. We hope you will consider making the necessary changes to be in compliance with the App Store Review Guidelines and will resubmit your revised binary. Best regards, App Review Board"
We have also contact app review and received this response:
"After reviewing your app record I noticed you have also provided this information in Resolution Center. It may be helpful to know that when you provide information in the App Review Information section for your app in App Store Connect or in the Resolution Center, it is not necessary to also provide the information by email or through the Contact Us form. This may save you some time in the future."
So, they know we have submitted this to the resolution center, but it is almost like they didn't read our message saying that the resolution center isn't responding to us at all.
"We are writing to let you know the results of your appeal for your app. The App Review Board evaluated your app and determined that the original rejection feedback is valid. Your app does not comply with App Store Review Guideline 2.1.When trying to reproduce the issue, please ensure you are running your app on a device with the most up-to-date version of iOS. Note that apps are reviewed in a production environment, not on a simulator. For other questions or to provide additional information about your app, please respond in Resolution Center in App Store Connect, where a reviewer who is familiar with your app can assist you. We hope you will consider making the necessary changes to be in compliance with the App Store Review Guidelines and will resubmit your revised binary. Best regards, App Review Board"
We have also contact app review and received this response:
"After reviewing your app record I noticed you have also provided this information in Resolution Center. It may be helpful to know that when you provide information in the App Review Information section for your app in App Store Connect or in the Resolution Center, it is not necessary to also provide the information by email or through the Contact Us form. This may save you some time in the future."
So, they know we have submitted this to the resolution center, but it is almost like they didn't read our message saying that the resolution center isn't responding to us at all.