Dear Apple Developer Support and App Review Team,
I am contacting you regarding a recurring issue that has prevented my application from successfully passing App Review despite extensive testing and multiple attempts to investigate and resolve the problem.
The application has been rejected under Guideline 2.1 – Performance because the subscription plans reportedly fail to load during review. According to the review notes, the In-App Purchase product list appears empty on the review device, preventing the paywall from displaying correctly.
The main challenge is that this behavior cannot be reproduced outside of the App Review environment.
The exact same binary reviewed by App Review has been thoroughly tested through TestFlight on multiple physical iPhone and iPad devices using multiple Sandbox tester accounts, different network conditions, fresh installations, and repeated purchase cycles. In every test, StoreKit successfully retrieves the configured products, RevenueCat offerings load correctly, localized pricing is displayed properly, subscription plans appear in the paywall, purchases complete successfully, and Restore Purchases functions as expected.
To eliminate possible configuration issues, I have repeatedly reviewed my App Store Connect setup. All subscription products are attached to the submitted app version, product identifiers exactly match those configured in the application, all products are marked as Cleared for Sale, the Paid Applications Agreement is active, banking and tax information are complete, pricing information is active, and localization settings are properly configured.
I have also implemented additional safeguards within the application, including retry logic for product retrieval, fallback states for empty offerings, protection against infinite loading scenarios, and enhanced RevenueCat and StoreKit logging. Despite these efforts, App Review continues to report that no products are being returned during review.
After extensive research, I discovered an Apple Developer Forum discussion describing behavior that appears nearly identical to what I am experiencing:
https://developer.apple.com/forums/thread/827016
Based on all currently available evidence, the issue appears to occur exclusively within the App Review sandbox environment. The exact same build continues to function correctly in TestFlight immediately before and after submission, making the issue impossible for me to reproduce locally.
Unfortunately, this has placed me in a very difficult position as a developer.
I am fully committed to fixing any issue that exists within my application. However, I can only resolve problems that I can observe, investigate, and reproduce. At present, I have no access to logs, diagnostics, StoreKit error details, or any information that would explain why products are not being returned during review. Without that information, I have no practical way to determine what additional changes are required.
I would also like to note that I have already submitted a Code-Level Support request regarding this issue. Despite providing detailed technical information, I have not received any feedback or guidance from that request.
At this point, I have exhausted every available support channel, including App Review messages, Developer Support, the Apple Developer Forums, an appeal, and a Code-Level Support request. Despite my continued efforts, I still do not have the technical details necessary to identify the root cause of the problem.
I respectfully request that this matter be escalated to the appropriate team and that my previously submitted Code-Level Support request be reviewed. Any available diagnostic information, StoreKit logs, product retrieval details, or guidance on reproducing the issue would be greatly appreciated.
Thank you for your time and consideration. I sincerely appreciate any assistance you can provide in helping investigate this issue and move the review process forward.
Case ID: 20423744
Kind regards,
Mert Akgün
