Hello everyone,
We’ve recently noticed an issue with our app’s ratings and reviews on the App Store. Some users have informed us that they left ratings and/or reviews, but these never appeared. Additionally, we’ve observed some reviews disappearing after they were initially visible.
We contacted Apple Support, and while they pointed us to the App Store terms and conditions—indicating that Apple has discretion over review removal—we’re trying to determine if there might be a technical reason behind this behavior.
Here are some specifics:
- It has been a while since we’ve seen any new ratings or reviews, even though users have confirmed submitting them.
- Some reviews that were previously approved and visible have disappeared without explanation.
- We’ve ensured—to the extent possible—that our app complies with all guidelines and policies, so we’re ruling out violations as the cause for now.
Since the app is still new, even a few ratings or reviews missing is quite impactful.
Has anyone else experienced similar issues? Could this be related to a known bug or technical limitation? For example, could regional settings, delays in processing reviews, or other factors be affecting visibility?
We would greatly appreciate any advice on how to investigate this further or escalate the matter effectively. If you’ve encountered this before, what steps did you take to resolve it?
Thank you for your help!