MAJOR UPDATE: THE App was reinstated, details here submitted by
Google gives no help, it's sad THIS WAS WITH THE FIRST AGENT Mia
You are now connected to Mia. Please type your message and hit 'Enter' to send. Mia
Hi there, thanks for contacting Google Play Developer Support! There will be a short survey at the end of our chat so you can provide feedback on the service I'm providing. How can I help you today? ME
We currently have an app that is suspended on the play store...... Mia
May I please have the package name of the app you're referring to? ME
(I SUBMITTED THE NAME) Mia
Please hold Mia
After checking, it looks like the issue is related to our policy. Mia
Unfortunately our team does not support policy issues. Mia
I will route this case to our policy team for you so that you can get further information from them via email. ME
hold on ME
I actually have a few questions for you ME
I've been routed to the policy team and they do not respond, I've filed more than one appeal and they do not respond ME
it's been almost a month ME
The first thing I need to know is googles account suspension policy ME
during research on how to get help from google with out problem, I have basically found that google will not help with any further explanation on a suspension despite the vague explanation but if we resubmit the app without fixing the problem our account can get suspended ME
The app was suspended for SPAM..... there is nothing like that in our app, nothing close to it, so it's hard to fix something that does not exist Mia
If you don't have any other questions I will end this chat session. Have a great day! Mia
Thanks for chatting with Google Play Developer Support today! Your chat session is now complete. CONVERSATION WITH AGENT 2
You are now connected to Bella. Please type your message and hit 'Enter' to send.
Hi there, thanks for contacting Google Play Developer Support!
There will be a short survey at the end of our chat so you can provide feedback on the service I'm providing.
How can I help you today?
I just tried to chat with an agent and my chat was just ended without any respnse
please review this
The first thing I need to know is googles account suspension policy
during research on how to get help from google with out problem, I have basically found that google will not help with any further explanation on a suspension despite the vague explanation but if we resubmit the app without fixing the problem our account can get suspended
The app was suspended for SPAM..... there is nothing like that in our app, nothing close to it, so it's hard to fix something that does not exist
If you don't have any other questions I will end this chat session. Have a great day!
Thanks for chatting with Google Play Developer Support today! Your chat session is now complete.
I am asking for help and I am not getting any
I do not want to submit a new version of our app having not caught the problem and get our account closed
We are trying to fix and comply with whatever policy google has but this seems to be impossible
okay, I understand your concern.
First, May I please have the package name of the app you're referring to?
(I SUBMITTED THE NAME)
I have filed appeals and gotten no help
at this point we just don't want to get our account closed for a new submission
the policy team does not respond
okay, I understand your concern.
However, since I am not a member of the policy team, I have no information about why your app is suspended, and how to fix it.
at this time, the only thing I can do is help you to route the case to our policy team
I get tthat
I hope you can understand
I want to know about account suspension
I'm trying to understand what can cause a account shut down
we have redesigned our app and want to resubmit it but if the policy team does not respond, what do we do?
This is still a policy issue, I can add this question in the note, and let the policy team to answer your question.
Sure I guess
well can you tell me what your team is able to help with?
I have never gotten one question answered through this chat.....
what exactly does your department help with?
most of issues about using play console.
for example, how to publish an app, how to use the app statistics....
is there any way to go above the policy team?
any other team or person?
So, I've sent them 2 appeals and about 3-4 emails and gotten no response, what do I do next?
At this time, the only thing I can do for you is to route the case to our policy team.
I have no idea what kind of decision they will make.
ok, unable to answer my question?
it seems like the decision is to not respond
I am not sure about that
The last thing I got was after submitting the appeal it said someone will contact me within 72 hours, that was on 5/30
I have had 3 agents on chat tell me they will route my concerns
Our app is a teaching tool
there is no spam
we never even sent a push notification
but we were suspended for a spam violation
I filed a very very detailed appeal and there has been no response
this is actually effecting our funding
there has to be more that one way to get help
I'm just trying to get help here but it seems like the biggest company in the world isn't even able to try and help
is there any kind of number I can call?
Unfortunately, policy team didn't provide phone support.
ok, but are there any other help numbers in google, for anything else that might be able to help?
At this time, only policy team are able to help you.
I get it
basically no help at all
Can you note that, "CUSTOMER HAS RECEIVED NO HELP AT ALL"
sure I will
when you route this issue to the policy team how long is it supposed to take to get a response?
I have no idea, since I am not a policy team member
Is there anything else I can help you today?
Hope that I'm being helpful! Have a good day, bye bye!
Thanks for chatting with Google Play Developer Support today! Your chat session is now complete.
Bella ended the chat
****UPDATE: I decided to post that conversation out of frustration in the moment but since there's been so much support and feedback here's some more details. The app was suspended on 5/30, this was the email:
After review, Bit Trainer – A Live Cryptocurrency Simulator, has been suspended and removed from Google Play as a policy strike because it violates the spam
policy by posting repetitive content. Next Steps
- Read through the Spampolicy for more details and examples of policy violations.
- Make sure your app is compliant with all other policies listed in the Developer Program Policies. Remember that additional enforcement could occur if there are further policy issues with your apps.
- Sign in to your Play Consoleand submit the policy compliant app using a new package name and a new app name.
Additional suspensions of any nature may 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/or the cost of any associated fees (such as chargebacks and transaction fees) from you.
If you’ve reviewed the policy and feel this suspension may have been in error, please reach out to our policy support team
. One of my colleagues will get back to you within 2 business days.
The Google Play Review Team THIS WAS MY RESPONSE:
Our app was suspended for "Repetitive content violates our Spam
Our app is a educational tool. It is designed to help people learn how to trade cryptocurrency without the risk. it simulates the process using real time prices. As of right now our app does not contain any posting of "content". It is currently being used in Old Dominion University as part of their crypto currency curriculum.
BASED ON THE SPAM POLICY PAGE
-Message Spam, does not apply becuse our app does not send SMS, email, or other messages.
-Webviews and Affiliate Spam, our app does not drive affiliate traffic to a website or provide a webview of a website. every single page in our app is designed from scratch and the information provided on each page is obtained via the exchanges api based on thier guidelines.
-Wizard Spam, our app was not created by an automated tool or wizard service. Again every single page was designed from scratch by our team and built the Monaca platform.
-Guides, our app is not a guide and serves no ads.
Our app contains 8 pages.
THEY RESPONDED WITH:
- Watchlist, a page to add the cryptocurrencies that you want to keep track of, similar to dozens of other apps on the market like tab trader, blockfolio or cointracker.
- Trading, similar to Forex Game, the main function of our app. It let's you use the credits we provide to simulate purchasing the available cryptocurrency of your choice.
- Selling, where you sell what you purchased on the trading screen
- Leaderboard, all users are displayed and ranked based on how well they do trading.
- Wallet, this is where you see all of the currency you are holding, and your transaction history.
- Global Market, This screen shows all the coins on the market based on Coinmarketcap API
- Earn Credits, where you can play a simple game to earn more credit when you run out.
- Coin converter, a simple calculator that let's you get the values of different currencies, no different from any other cryptocurrency converter on the market.
Thanks for contacting the Google Play team.
After review, we've confirmed our initial decision and we won't be reinstating your app Bit Trainer – A Live Cryptocurrency Simulator at this time.
Repetitive content violates ourSpam
policy and is prohibited on Google Play.
Developers are important partners in maintaining a great user experience on Google Play and we appreciate your cooperation.
If you do choose to re-publish a new version of your app, please review the Developer Program Policies
to make sure your app is compliant with our policies.
Regards,LindaThe Google Play Team
After that I wrote back with a bunch of question, several times, had about 5 live chat sessions that went the exact same way.
UPDATE: I sent two messages one to the general help and the second one was directly back to Linda who had responded to the first suspension appeal and here are the responses I got.
FROM MY MESSAGE TO LINDA: Hi developers at Hashtiv, Thanks again for contacting Google Play Team.
As much as I'd like to help, our team is unable to provide information to your inquiry.
Instead, please refer to the following links for further assistance: Developer Program Policies
Thank you for your understanding and continued support for Google Play.
Lisa The Google Play Team
AND THE OTHER: Hi there,
I'm happy to help you with issues related to publishing and distributing apps through the Play Console. At this time, my team is not able to provide information about policy enforcement decisions. I forwarded your question to the appropriate team at Google, and you can expect to hear from them soon. If you have questions about using the Play Console, please let me know.
Regards, Pete Google Play Developer Support Did you know we offer chat support in English? You can chat with us Monday through Friday, 12 a.m. to 12 a.m. Greenwich Time (GMT).
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