Ever Accountable's Google Play rating, just before it was removed from the store
I've been selling Ever Accountable in the app store since June 11, 2012. I've been building this company on the side for years to make it happen, and 2 months ago it finally started making enough money so I could leave my day job and do this full time. Then today Google shut it down, without so much as a chance to ask a real person what I'm doing wrong. I'm totally ready to fix whatever needs to be fixed but have no way to do it! Over it's lifetime this app has made them tens of thousands of dollars through their 30% share. I appealed and they ignored everything in the appeal, threatening to suspend my whole account if I make "additional violations". This is atrocious customer service at it's worst.
Google says I'm advertising it as a spying app. I never ever advertised it that way, and haven't changed the description of the app at all. It helps anyone who wants to stay away from pornography, not by by force like filters do, but simply by holding you accountable for your actions to another person. Sure many people would not want this app, but there are many people who pay good money for it, and appreciate that it exists. I have 3 competitors doing the same thing, the only difference being that my reviews are better.
They say I can republish the app under a new package name if my account is still in good standing, but then I'll loose all my reviews, download history, and will be in danger of getting my account revoked for "repeated offenses". I don't even know what I did wrong!
For your entertainment, here is the text of Google's email, along with my appeal and their final rejection:
This is a notification that your application, Ever Accountable, with package ID com.everaccountable, has been removed from the Google Play Store. REASON FOR REMOVAL: Violation of the dangerous products provision of the Content Policy. Please refer to the policy help article for more information. After a regular review, we have determined that this app is promoted as a means of carrying out spying or surreptitious tracking of others. We consider these apps to be spyware and in violation of the policy provision cited above. If your app has a policy-compliant purpose beyond surreptitious tracking and spying, then that should be clear from the app's name, description and marketing materials, and the app should provide regular or persistent notifications that it is tracking device location or activity. Please review our Spyware help center article for more information. This particular app has been disabled as a policy strike. If your developer account is still in good standing, you may revise and upload a policy compliant version of this application as a new package name. This notification also serves as notice for remaining, unsuspended violations in your catalog, and you may avoid further app suspensions by immediately unpublishing any apps in violation of (but not limited to) the above policy. Once you have resolved any existing violations, you may republish the app(s) at will. Before publishing applications, please ensure your apps’ compliance with the Developer Distribution Agreement and Content Policy. All violations are tracked. Serious or repeated violations of any nature will result in the termination of your developer account, and investigation and possible termination of related Google accounts. If your account is terminated, payments will cease and Google may recover the proceeds of any past sales and the cost of any associated fees (such as chargebacks and payment transaction fees) from you. If you feel we have made this determination in error, you can visit this Google Play Help Center article for additional information regarding this removal. The Google Play Team
My appeal:
I believe that my app being removed was an error. The email stated that my app is promoted as a means of carrying out spying or surreptitious tracking of others. I don't imply or promote that anywhere, in any of my marketing copy or my website. My app helps people avoid pornography by monitoring their actions and reporting those actions to the person they specify. All marketing copy makes this clear, and the comments and almost 500 reviews from my customers attest that they find the app helpful for the stated purpose.
And this was their response to my appeal:
Hi, We have reviewed your appeal and will not be reinstating your app. This decision is final and we will not be responding to any additional emails regarding this removal. If your account is still in good standing and the nature of your app allows for republishing you may consider releasing a new, policy compliant version of your app to Google Play under a new package name. We are unable to comment further on the specific policy basis for this removal or provide guidance on bringing future versions of your app into policy compliance. Instead, please reference the REASON FOR REMOVAL in the initial notification email from Google Play. Please note that additional violations may result in a suspension of your Google Play Developer account. Regards, The Google Play Team
So now what?!?!
They say I can republish a new, policy compliant version, but then I loose all my positive reviews and download history. Those matter to me! I haven't changed a thing with regard to the way my app monitors, nor have I made any change to the app's description in the store. They threaten suspension of my developer account if I make additional violations, but they won't tell me what my violation is.
Any developers out there know what I can do? Email me at tyler@everaccountable.com if you do, its appreciated!
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