Report a problem

Two different things live on this page: reporting someone else's app, and challenging a decision about your own. Both go to the same place — support — and both end in a written decision from a named person.

Reporting an app

If an app doesn't do what its listing said, or does something it shouldn't, report it from the app's page or from the purchase in your library.

Include:

• What you expected, from the listing.
• What actually happened.
• Evidence — a screenshot, what you did to reproduce it, anything concrete.

Reports with specifics get resolved. "It doesn't work" is hard to act on.

If you just want your money back

Inside the 14-day refund window, request a refund directly from your library — that's automatic, needs no reason, and doesn't need a report. See Buy an app.

Report instead of refunding when the window has closed, or when the problem is something other people should be protected from. An app that's faulty or isn't what the listing described can still be refunded long after 14 days — that's what this route is for.

How a report is handled

1. It reaches support. Every report becomes a ticket, whether you send it from a listing or from your library.
2. Paloma triages it. She handles what's clear-cut and gathers what's needed on anything that isn't.
3. Anything contested escalates to Zoli, who decides and gives reasons in writing. Both sides can put evidence in before that happens.
4. You can ask for one review of that decision if you have evidence that wasn't considered the first time. New evidence, not the same argument again.

That's the whole process. There is no mediation panel, no independent appeal body, and no external arbitrator — if you've read otherwise on this page before, that machinery never existed.

Your rights while a report is open

• Both sides present evidence. No decision is made on one party's account alone.
• You get reasons. A decision that affects you is explained, not just announced.
• One review on request, where there's new evidence.
• Outcomes are recorded, not made informally.

These come from the Charter, which is the document Panoply is bound by rather than a policy we can quietly revise — read it at /charter.

Challenging a decision about your app

If your app came back as changes requested, or was taken down, and you think that was wrong, say so. You'll have been told the reason; respond to that reason specifically.

Worth knowing: changes requested isn't a penalty and isn't final. If review flagged something you can fix, fixing and resubmitting is usually faster than contesting it. Push back when you believe the finding itself is wrong — not when you'd rather not change the code.

Something else

For account problems, payment problems, or anything that isn't a report, see Get help.