How did you get some help with this? Our Developer Console account was broken two weeks ago when I deleted a binary and they simultaneously deleted a binary which had an expansion file attached that was being used by the other binaries. That app disappeared from the store, and we can no longer access any of our other apps from the console - not for bug reports, product updates, anything. Over a week after I submitted the help request we were asked to submit a new binary and expansion file and unpublish the problem app! We can't access the apps! I sent them a new binary and expansion file and have still not heard back. How do we get them to fix this?
Appreciate any advice you can give Christine On Friday, October 26, 2012 9:50:31 AM UTC-7, LL wrote: > > Let me try to provide detailed description of the problem - hopefully > it'll help to explain my situation. My company published pretty good > language learning application 2 years ago to Google Play (then Android > Market). Over those 2 years - everything was going OK, app is pretty well > implemented, it was selling well, customers were happy, all in all - great > times. > > > About a 45 days ago, it was decided that we tweak description a bit since > it's been two years and we did it. But then, all of sudden about two weeks > ago, our application disappeared from Google Play. We got our developer to > login into Console and there he found that it was for some reason > Suspended. We were of course shocked and sent email to Google Play > developer support - no response came back. > > > After a day of investigation our developer finally came back with some > idea of what happened - apparently on Sept 19th Google sent email > notification to email developer used to open Market account. In email it > was said that we need to change description since the one we posted > "contained keywords" and they gave us 7 days to do so. Obviously, we missed > that deadline - but are now in terrible situation. > > > We have tens of thousands of people who paid for the app and now can't > install it when they get new device. Because this was "minor offense" (even > though we weren't aware of the problem and would of course fix the damn > description if our developer checked his email), we are allowed to upload > APK under new namespace - but this would leave existing customers without > updates - and they would be furious (and rightfully so). > > > So, what to do? Do you have any advice on how to get in touch with some > manager from Google Play developer support and make this right? Because we > have tried emailing support - after sending 10 emails we finally started > getting generic "we've are unable to reinstante your app" messages back - > but trying to talk with them is obviously impossible! They don't read at > all what we write, they just copy-paste that "fix your application and > upload it under new package _if you are allowed_" (even though there was > never problem with the app). And in the meantime, we need to deal with tens > of thousands of both ours and Google's customers that paid serious money to > have the app, and are now angry that they can't download or update the app > - simply because of minor mistake in description. > > > Thanks in advance for any help! > > -- -- You received this message because you are subscribed to the Google Groups "Android Developers" group. To post to this group, send email to [email protected] To unsubscribe from this group, send email to [email protected] For more options, visit this group at http://groups.google.com/group/android-developers?hl=en --- You received this message because you are subscribed to the Google Groups "Android Developers" group. To unsubscribe from this group and stop receiving emails from it, send an email to [email protected]. For more options, visit https://groups.google.com/groups/opt_out.
