Hello,
I’m writing to seek help regarding a serious App Review issue that has been ongoing for over three months. Our app has been under review since July 29, and despite providing all required explanations, documentation, and updates, we have not received any meaningful feedback for over a month — only repeated messages stating that “additional review time is required.”
Timeline
- Jul 29–Aug 1: Apple rejected the app for not meeting the External Purchase requirements (Modal Sheet, canMakePayments).
- Jul 30–Aug 1: We explained that these requirements apply only to digital content, while our app also includes offline offerings permitted for external payment.
- Aug 3: Apple requested additional review time → Aug 12: requested demo account → Aug 21: we submitted a detailed explanation video and PDF.
- Early September: Apple sent detailed follow-up questions about whether each product type was considered digital.
- Mid-Sep to mid-Oct: Apple repeatedly replied with “additional review time required” without further updates.
To fully comply with Apple’s payment policies, we even modified all product flows in our app to meet StoreKit requirements — even for offline products — and resubmitted the new version accordingly.
However, the latest submission has now been “In Review” for over a week with no reviewer contact or feedback, even after we requested an expedited review.
Meanwhile, our users have been stuck on the old version of the app for over three months, experiencing major issues and dissatisfaction. This delay is now critically affecting our service and business operations.
Has anyone experienced a similar situation — where an app review has been stalled for months, even after providing all requested materials and being granted expedited review? If there are any possible ways to escalate or resolve this, I would be very grateful for your guidance.
Thank you for any insights or advice.
