How to reply to negative app reviews: 30 templates for the App Store and Google Play

Hi [Name], thanks for letting us know, and sorry about the crashes. We're looking into it now. Could you write to [support email] with your device model and what you were doing when it happened? That helps us fix it much faster.

Hi [Name], sorry about that crash. It's fixed in version [version], which is available now. Please update the app and let us know at [support email] if anything still goes wrong.

Thanks for the report, [Name]. We couldn't reproduce this yet. Could you send the steps, your device and app version to [support email]? We'd really like to fix it for you.

Hi [Name], thanks for the details. We've found an issue that affects some [device / OS version] devices and we're working on a fix. Sorry for the trouble in the meantime.

Hi [Name], we're really sorry, losing data is the worst. Please don't reinstall the app yet. Write to [support email] and we'll do everything we can to help you recover it.

Only promise recovery if you can actually do it. If you can’t, say what you changed so it can’t happen again.

Thanks for the idea, [Name]! [Feature] is on our list and we're working toward it. We'll mention it in the release notes when it ships.

Thanks for the suggestion, [Name]. We want to keep [App] simple, so we don't plan to add [feature] right now. We really appreciate you taking the time to share it.

Good news, [Name]: you can already do this! Go to [Settings > ...] and turn on [option]. We'll make it easier to find in the next update.

Thanks [Name]! You're not the only one asking for [feature], which tells us it matters. We're looking at how to do it well, so stay tuned.

Thanks for the honest feedback, [Name]. We keep [App] ad-free and keep improving it, and the subscription is what makes that possible. The free version still includes [free features].

Hi [Name], sorry it didn't work out. App Store purchases are refunded by Apple: you can request one at reportaproblem.apple.com. If something in the app didn't work, please tell us at [support email].

On the App Store, only Apple can refund. Point people to reportaproblem.apple.com.

Hi [Name], sorry it wasn't what you expected. Please write to [support email] with your order number (it starts with GPA.) and we'll help you with a refund.

Google Play buyers can request a refund in the Play Store shortly after buying; after that, you can refund from Play Console (Order management).

Hi [Name], sorry for the surprise. You can cancel anytime: on iPhone in Settings > [your name] > Subscriptions, on Android in Play Store > Payments & subscriptions. Write to [support email] if you need help.

Sorry about this, [Name]! Please open [App] > Settings > Restore purchases. If Pro still doesn't unlock, write to [support email] and we'll sort it out right away.

Thanks for telling us, [Name]. We've made [App] faster in version [version]. If it's still slow on your device, please send your device model to [support email] so we can look into it.

Hi [Name], sorry about the battery use. We're investigating it now. In the meantime, turning off [background feature] in Settings should help. We'll fix it properly in an update.

Fair point, [Name]. We're working on making [App] smaller, and the next update already removes some unused files. Thanks for the push.

Hi [Name], sorry it's hard to find! You'll find [feature] under [path]. We're redesigning that screen to make it clearer.

Thanks for the honest feedback, [Name]. Changes are always hard and we're listening. What did you use most in the old version? Tell us at [support email] and we'll take it into account.

Thanks [Name], that's really helpful. We're making the first steps simpler in the next update. Here's the quick version: [one-sentence tip].

Sorry, [Name], that's frustrating. Please try "Forgot password" on the login screen. If that doesn't work, write to [support email] from your account email and we'll get you back in.

Hi [Name], you can delete your account anytime in [App] > Settings > Account > Delete account. That removes all your data. If you need help, write to [support email].

Thanks for reporting this, [Name]. We're looking into a sync issue right now. Please make sure you're on version [version] and signed in with the same account on both devices.

Thanks for the feedback, [Name]. Ads keep [App] free for everyone, but they shouldn't get in the way. We're reducing how often they appear in the next update.

Good news, [Name]: you can remove all ads with [App] Pro in Settings. Thanks for supporting the app!

Thank you so much, [Name]! It's great to hear [App] helps you with [what they mentioned]. Reviews like this keep us going.

Thanks a lot, [Name]! What would make it five stars for you? We'd love to hear it at [support email].

Thanks for the balanced feedback, [Name]. Glad you like [good part], and you're right about [problem]. We're working on it for an upcoming update.

Hi [Name], we're sorry [App] let you down. We'd like to understand what went wrong and fix it. Please write to us at [support email].

Stay calm, stick to facts, take it to email. Never reply to insults; other readers will judge your answer, not theirs.

Hi [Name], it looks like this might be about a different app or service. If you did mean [App], please write to [support email] so we can help.

If a review is spam or clearly about another app, you can also report it to Apple or Google.