Hello everyone,
On 24 September, our developer account received a Pending Termination Notice citing Section 3.2(f). We appealed immediately and have followed up repeatedly since. It has now been 28 days, and we have not received a single response, not even an acknowledgement.
I’m posting here because we have run out of other options, and because I want to ask a plain question: who at Apple is responsible for this?
What the notice told us, and what it didn’t
The notice quotes a clause from the agreement. It does not say which of our apps is involved, what exactly was found, or what we are expected to fix. We can only guess at what Apple’s review found.
Our best guess is this. We built a white-labelled version of our product for a client and hosted it on our developer account, because the client’s own developer account was still waiting on DUNS approval. We always planned to move it to the client’s account as soon as theirs was ready. If that is the issue, we are willing to transfer the app right away and make any other changes needed. But we can’t tell whether that is the issue, or whether there is something else we haven’t even thought of. Without an explanation, we can’t fix anything.
What 28 days of silence has cost us
Our entire team is at a standstill, because we can’t plan releases, updates or new work while the account’s future is uncertain. Our client is waiting, and so are our users. For a small company, every week of this puts salaries, contracts and relationships at risk.
What we are asking Apple for
A response to our appeal, from a person, with a clear owner for this case.
A specific explanation of the finding, meaning which app and which part of the clause, not only the clause text.
A fair, reasonable window to fix the issue, including moving the client’s app to their own account, before any termination is considered.
A timeline, so we can tell our team and clients what to expect.
Apple sets the rules for its platform, and we accept that. But the people who build on that platform put years of work and a lot of passion into their products. A process that threatens to end a business and then goes silent, with no explanation and nobody taking responsibility, is hard to defend as fair. If an action carries consequences this serious, someone should own the decision and be able to explain it.
If any Apple representative reads this, or if anyone in the community has been through the same situation and found a way forward, we would be grateful to hear from you.
Thank you.