Hi DTS team,
We have a TestFlight build that is stuck in two ways simultaneously, suggesting a server-side state issue on the build or the account. This has now persisted for over a week with no usable response from Apple Support, so I'm escalating here in the hope of getting an engineer's attention.
App: HAVN 360 Apple ID: 6769371655 Bundle ID: com.havn.member Team ID: XTRZ36RKU8 Build: 1.0.0 (1) — Binary State: Validated, status "Testing", expires in 81 days
SYMPTOM 1 (internal testing): Build is attached to the internal group "Team (Expo)" with a green check. TestFlight on iPhone (UAE storefront, account-holder's Apple ID (redacted — visible to Apple via Team ID) shows HAVN 360 with an Install button. Tapping Install returns: "Could not install HAVN 360. The requested app is not available or doesn't exist."
Already attempted:
- Removed all prior dev builds and provisioning profiles
- Signed out / back into Media & Purchases
- Full device restart
- Repeated after Agreements, DSA, App Privacy and Test Information were all confirmed Active / Published
SYMPTOM 2 (external testing): Submitting the same build to external group "HAVN Friends Beta" via TestFlight > group > Builds > + > What to Test > Submit for Review returns: "There was an error processing your request. Please try again later."
Reproduced across browsers and fresh sessions for 9 days.
VERIFIED CLEAN:
- App Information: category Health & Fitness, content rights No, age rating set, copyright set
- App Privacy: declared and Published, privacy URL provided
- Test Information: complete (description, feedback email, privacy URL, contact info)
- Pricing and Availability: configured, app available in UAE
- DSA Compliance: Active (Not a Trader)
- Free Apps Agreement: Active
- Developer Program membership: Active, renews May 2027
- ITSAppUsesNonExemptEncryption: false
SUPPORT EXPERIENCE SO FAR: A free-tier App Review support ticket was filed on 14 May 2026. Apple's auto-reply quoted a 2-business-day SLA. It has now been 9 days (more than a full working week) with no substantive response — only the initial acknowledgement. The Code-Level Support form does not accept this issue type because there is no applicable Xcode sample project (it is an App Store Connect / TestFlight infrastructure issue, not a code defect). I have no remaining first-party support channel to use, which is why I am posting here.
For a paying Apple Developer Program member trying to ship a beta, this is a difficult position to be left in. I would really appreciate a DTS engineer reviewing the server-side state for this build / app / team and identifying what is stuck. Both symptoms suggest the same underlying cause — most likely a flag on the build's distribution metadata or an entitlement state that needs to be cleared.
Happy to provide any further diagnostic information needed.
Thanks, Godwin