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Report an app or appeal a decision

Raising a problem with an app, and challenging a decision made about yours

Two different things live on this page: reporting someone else's app, and appealing a decision about your own.

Reporting an app

If an app doesn't do what its listing said, or does something it shouldn't, report it from the app's page or from the purchase in your library.

Include:

  • What you expected, from the listing.
  • What actually happened.
  • Evidence — a screenshot, what you did to reproduce it, anything concrete.

Reports with specifics get resolved. "It doesn't work" is hard to act on.

If you just want your money back

Inside the 48-hour refund window, request a refund directly from your library — that's automatic and doesn't need a report. See Buy an app.

Report instead of refunding when the window has closed, or when the problem is something other people should be protected from.

How reports are handled

  1. Automated resolution. Clear-cut cases — a refund still inside the window, an unambiguous policy violation — are resolved automatically.
  2. Mediation. Anything genuinely contested is looked at by a person, with both sides able to submit evidence. The outcome is a written decision.
  3. Appeal. A mediated decision can be escalated once. That decision is final.

While a dispute is open, the money involved stays held rather than being paid out to either side.

Your rights during a dispute

  • Both sides present evidence. No decision is made on one party's account alone.
  • Funds aren't frozen outside the process. Your balance isn't touched except through a decision that names it.
  • Outcomes are recorded, not made informally.

These come from the Charter — see The rights and rules it sets.

Appealing a decision about your app

If your app was rejected in review or taken down and you think that was wrong, appeal it. You'll have been told the reason; respond to that reason specifically.

Worth knowing: a rejection isn't a penalty. If review flagged something you can fix, fixing and resubmitting is usually faster than appealing. Appeal when you believe the finding itself is wrong — not when you'd rather not change the code.

Something else

For account problems, payment problems, or anything that isn't a dispute, see Get help.