Replying to app reviews: 25 templates for the App Store and Google Play

Can you reply to app reviews, and what happens when you do?

Yes, on both stores, and the reply does more than sit under the review: the reviewer is notified and can change their rating. On Google Play they get a push notification and an email; on the App Store they are notified and given the option to update their review. Your reply is also public, so every future visitor reads it as a sign of how you treat users.

What are the rules on each store?

Google Play usually holds new reviews for about 24 hours before they appear publicly. The Reply to Reviews API returns only reviews with comments on production versions created or modified in the last week, with quotas of 200 reads per hour and 2,000 replies per day. Apple lets you set email alerts for when a user edits a review you already answered.

How do you reply, step by step?

App Store

1. In App Store Connect open Apps and select the app.
2. Click Ratings and Reviews in the sidebar and choose the platform at the top right.
3. Find the review, click Reply, write the answer, click Submit.
4. To change it later: Edit Response, then Save, or Delete Response.

Google Play

1. In Play Console open Ratings and reviews, Reviews.
2. Filter by star rating, app version, language, device or reply state (filter "not replied" first).
3. Type in Your reply or pick a suggested reply, then Publish reply.
4. Edit the reply any time from the same review.

Which reviews should you answer first?

A daily or twice-weekly routine keeps the backlog small. Order the queue like this:

1. 1-2 stars that report a bug on the current version. A fix plus a reply is the clearest chance to turn them around, and they warn other users.
2. Payment, subscription and account problems. Money and lost data turn into refunds and store complaints.
3. Questions ("how do I…", "is there…"). A good answer helps every reader with the same question.
4. Feature requests that match your plan.
5. Detailed 4-5 star reviews. A short thank-you that names what they liked.
6. Abusive, spam or off-topic reviews: do not reply. On Google Play report them through the inappropriate review process.

How do you write a good reply?

• Answer the exact point. Name the feature or problem they wrote about. Generic thanks reads like a bot.
• Say what happens next: fixed in version X, coming soon, or why it works this way.
• Keep it under 350 characters so it fits Google Play and stays readable on a phone.
• Move private matters to support: give a support email or in-app path, never ask for passwords, order numbers in public, or personal data. Apple's guideline forbids personal information in responses.
• No marketing. No discounts, no "download our other app". Apple's guideline forbids it, and it reads badly.
• Sign with the team name, not a person, unless a real support person follows up.
• Update the reply when you ship the fix, so the reviewer and every later reader see it is solved.

25 reply templates

Replace the bracketed parts. Every template is under 350 characters.

Bugs and crashes (1-2 stars)

1. "Sorry about the crash when you [action]. We found the cause and the fix is in version [x], out now. Please update and tell us at [support email] if it happens again."
2. "Thanks for reporting this. We can't reproduce it yet on [device]. Could you write to [support email] with your device and app version? We'll reply within [time]."
3. "You're right, [feature] broke in the last update for some users. A fix is in review and should reach you in the next few days. Sorry for the trouble."
4. "We've fixed the sync issue you described in version [x]. Your data is safe on our servers; after updating, sign in again and it should appear. Write to us if not."
5. "Sorry the app is slow on your device. Version [x] cuts loading time on older phones. If it's still slow, send us your device model at [support email]."

Payments, subscriptions and accounts

1. "Sorry for the double charge. Purchases go through [App Store / Google Play], so refunds are handled there; we've also sent steps to [support email] if you contact us."
2. "Your subscription renews through your [Apple / Google] account. To cancel: [path in settings]. If something didn't unlock after paying, write to [support email]."
3. "We restored access for purchases like yours in version [x]. Please tap Restore purchases in Settings. If it doesn't work, our team will check it by email."
4. "You can delete your account in Settings, Account, Delete account. It removes your data from our servers. Sorry to see you go, and thanks for trying [app]."
5. "Sign-in with [method] failed for some users yesterday. It's fixed now. If you still can't sign in, write to [support email] from the address you use."

Pricing and ads

1. "Thanks for the honest feedback on price. The free plan includes [features]; the paid plan adds [features]. We're listening, and your comment goes to the team."
2. "Fair point on the number of ads. We've reduced them in version [x], and the ad-free option removes them entirely. Thanks for telling us."
3. "Sorry the trial ended before you could try [feature]. Write to [support email] and we'll see what we can do."

Questions and misunderstandings

1. "You can do this already: go to [screen], tap [button]. We'll make it easier to find in the next update. Thanks for asking."
2. "[Feature] isn't available in [country] yet because of [reason]. We'll update this reply when it is."
3. "The app needs [permission] only to [purpose]. It works without it, except [feature]. You can change this any time in your phone's settings."

Feature requests

1. "Thanks for the idea. [Feature] is on our list for the coming months. We'll reply here when it ships."
2. "Good suggestion. We don't plan [feature] right now because [short reason], but we've added your vote to our list."
3. "It's here: [feature] arrived in version [x]. Thanks for asking for it, your review helped us prioritise it."

Positive reviews

1. "Thank you! Glad [specific thing they liked] helps with [their use]. If you ever miss something, tell us at [support email]."
2. "Thanks for the kind words about [feature]. We have shared your review with the whole team."
3. "Thank you for sticking with us since [year or version]. More is coming for [their use] soon."

Mixed reviews (3 stars)

1. "Thanks for the balanced review. We fixed [issue] in version [x]. What would make it 5 stars for you? We read every message at [support email]."
2. "Glad you like [part]; sorry [other part] didn't work for you. We're improving it, and we'll update this reply when the change is live."

After a fix (edit of an earlier reply)

1. "Update: the issue you reported is fixed in version [x]. Thanks for your patience, and for helping us find it."

How do you know replies work?

Look at what happens after the reply, not at how many you sent.

• Google Play: the Reviews analysis page includes updated ratings, which shows how users changed their ratings after you replied.
• App Store: turn on the email alert for edited reviews, and compare the star ratings of answered reviews before and after.
• Both: compare the average rating of the version where you replied systematically with the one before, and watch whether the same complaint keeps appearing.

What to do when ratings fall in spite of replies is covered in negative reviews and rating drops; turning complaints into a release plan is in app review analysis. To get more reviews in the first place, see asking for ratings on iOS, the Google Play In-App Review API and how to get more app reviews.

Reply from one place

Uptika's Reviews page brings App Store and Google Play reviews into one list with filters for store, country, stars, version and answered or not. With your App Store Connect or Play Console connected, it suggests an AI reply draft for a review (paid plans) and sends your reply only after you confirm, with a log of what was sent. Review insights (Starter and up) groups the last 6 months of reviews into complaints, praise, requests and bugs with quotes. To see why any app gets low ratings right now, try the free One-Star Reasons tool, or start on the free plan.

Questions

Sources

1. Respond to reviews (App Store Connect Help)
2. Ratings, reviews and responses (Apple Developer)
3. App Review Guidelines 5.6.1 (Apple Developer)
4. View and analyze your app's ratings and reviews (Play Console Help)
5. Reply to reviews (Google Play Developer API)