App review response templates for bugs, pricing, login and crashes

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Templates save time only if they still read like a person wrote them. Each one below fits Google Play's 350-character limit and follows Apple's and Google's reply rules. Replace every placeholder before posting.

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Rules every template follows

No personal information, spam or marketing (Apple guideline 5.6.1, App Store Review Guidelines (5.6.1, 5.6.3, 5.6.4)); no sensitive user information (Google, Google Play Developer API: Reply to Reviews).
No request for a higher rating (Play Console Help: Ratings, Reviews, and Installs policy).
350 characters or fewer, plain text, so it also works through the Google Play API (Google Play Developer API: Reply to Reviews).
App Store billing and download problems go to Apple Support (Apple Developer: Ratings, reviews, and responses).

Templates

Bug

Thanks for flagging this, {name}. {feature} not working after {version} is a bug on our side. We have reproduced it and the fix is in testing. If you want an update when it ships, email support@yourapp.com.

206 characters with placeholders

Crash

Sorry about the crashes, {name}. We are seeing them too on {device} and are fixing them for the next update. If it keeps crashing, email support@yourapp.com with your app version and we'll help directly.

203 characters with placeholders

Login

Sorry you can't get in, {name}. Please don't post account details here. Email support@yourapp.com from the address you signed up with and we'll sort out your account.

166 characters with placeholders

Pricing / subscription

Thanks for the honest feedback on price, {name}. The free plan still includes {free_features}. Premium adds {premium_features}. You can cancel any time in your store account's subscription settings.

198 characters with placeholders

Billing (App Store)

Sorry about the charge, {name}. App Store purchases and refunds are handled by Apple: you can request a refund at reportaproblem.apple.com. For anything inside the app, email support@yourapp.com.

195 characters with placeholders

Billing (Google Play)

Sorry about the charge, {name}. Email support@yourapp.com with your Google Play order number and we'll look at it. Please don't post it here.

141 characters with placeholders

Thanks, {name}. You're right that the ads got heavier in {version}. We're reducing how often they appear in the next update. Premium removes them completely.

157 characters with placeholders

Feature request

Great idea, {name}. {feature} is on our list, and reviews like yours help us decide what comes next. We'll mention it in the release notes when it ships.

153 characters with placeholders

Make them specific

Name the feature, the version and the device from the review. Google discourages automated replies that you plan to fix up by hand later (Google Play Developer API: Reply to Reviews). For more variants by tone, use the reply templates tool, or paste a real review into the reply generator.

Sources

Related guides

Questions

Can I use the same reply for every review?

You can, but Apple asks for personalised responses, and Google discourages automated replies. Fill in the user's specific problem each time.

How long can a Google Play reply be?

Up to 350 characters of plain text through the Google Play Developer API.

How should I reply to a refund request on the App Store?

Point the user to Apple: App Store refunds are requested at reportaproblem.apple.com, and Apple asks developers to direct billing issues to Apple Support.