Reply pack

Customer Support for Indie Developers

Practical support replies for app makers covering troubleshooting, bug reports, refunds, feature requests, escalation, app reviews, and closing loops.

Download pack (30 replies) Open in Text Expander → Settings → Import Collection

Greeting
Troubleshooting
Bug Reports
Refunds
Feature Requests
Escalation
Closing
App Reviews

Greeting

New Request

Hi %%CURSOR%%, thanks for reaching out. I'm happy to help. Could you send a little more detail about what happened and what you expected to happen?
Received

Thanks for the report. I received this on %%DATE%% and will take a look.
Slow Reply

Sorry for the slower reply. I'm catching up now and will help get this sorted.

Troubleshooting

Basic Steps

Could you try these quick steps first: restart the app, check that you're on the latest version, then restart your device. If it still happens, send me your app version and device/OS.
Reinstall

Please try deleting and reinstalling the app. Before doing that, make sure any important data is synced or backed up. If you're unsure, tell me what data you're concerned about and I'll check first.
Stale Data

This may be stale local data. Please sign out, fully close the app, reopen it, and sign back in. If the issue remains, send a screenshot of what you see.
Network Check

This looks like it may be related to connectivity. Please try switching between Wi-Fi and mobile data, then reopen the app. If it still fails, send the exact error message.
Version Ask

Could you confirm which app version you're using? You can usually find it under Settings > About, or on the App Store / Google Play listing.
Device Ask

To narrow this down, could you send: device model, OS version, app version, and the steps that trigger the issue?

Bug Reports

Bug Details

Thanks for flagging this. I'm going to treat it as a bug report. Could you send the exact steps to reproduce it, plus any screenshots or screen recordings?
Reproduced

I was able to reproduce this on my side. I've added it to the fix list and will update you when I have a target release.
Cannot Repro

I haven't been able to reproduce this yet. Could you send a screen recording and confirm whether it happens every time or only sometimes?
Known Issue

Thanks for reporting this. It's a known issue in version %%CURSOR%%, and I'm working on a fix. I'll update this thread when the release is available.
Fixed Version

This should be fixed in version %%CURSOR%%. Please update the app and let me know if you still see the problem afterward.
Workaround

I found a temporary workaround: %%CURSOR%%. It's not ideal, but it should unblock you while I work on a proper fix.

Refunds

Apple Refund

For App Store purchases, Apple handles refund requests directly. Please go to https://reportaproblem.apple.com, choose Request a refund, and select the purchase. Apple usually provides an update within 24-48 hours.
Google Refund

For Google Play purchases, refund eligibility depends on the purchase type, timing, payment method, and region. You can request a refund through Google Play, or send me your order ID and I'll check what I can do from the developer side.
Direct Refund

I can help with this purchase. Please send your order ID, purchase email, and purchase date. Don't send full card details or passwords.
Cancel Sub

I can help with the app issue, but subscription cancellation is handled by the store where you subscribed. After canceling, you'll usually keep access until the end of the current billing period.
Refund Denied

I understand the frustration. In this case, the refund decision is handled by the store, so I can't override it from here. I can still help troubleshoot or make sure the subscription is canceled correctly.

Feature Requests

Feature Thanks

Thanks for the suggestion. I've added this to the feature-request list. I can't promise a timeline yet, but it's helpful to know what would make the app better for you.
Clarify Need

That's an interesting request. Could you tell me what you're trying to accomplish, rather than only the specific feature? That helps me design the right fix.
Planned

Good timing. This is already planned, and I'm currently targeting %%DATE +30d%%. I'll keep your note attached so I can follow up when it ships.
Not Planned

Thanks for explaining the use case. I'm not planning to add this right now because %%CURSOR%%, but I'll keep an eye on similar requests.

Escalation

Escalated

I'm going to dig into this more deeply. I've logged it and will update you by %%DATE +2d%%, even if I don't have a full fix yet.
Need Logs

Could you send diagnostic logs from the app? Please review them first and remove anything sensitive before sending.
Billing Care

This touches billing, so I need to be careful. Please send only the order ID, date, and store used. Do not send card numbers, passwords, or verification codes.

Closing

Resolved

Thanks for your patience. I believe this is resolved now. If anything still looks wrong, reply here with what you're seeing and I'll reopen it.
No Response

I haven't heard back, so I'm going to close this for now. If the issue is still happening, just reply with the latest details and I'll pick it back up.

App Reviews

Review Reply

Thanks for the review. Sorry you ran into this. Please email support with your device, app version, and a quick description so I can investigate properly.