How should a social & messaging app reply to a 1-star review?

Name the specific problem, give one concrete next step (setting, fixed version or support link), never ask for private data publicly, and edit the reply when the fix ships.

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Reply templates for 1-star reviews of social & messaging apps

Copy, then replace the {placeholders} with your real details. Each template names the problem, gives one next step, and never asks for private data in public.

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1. Hacked account

We're sorry, that's scary. Go to {recovery link} to secure the account and reset the password; it works even if the email was changed. Turn on two-factor authentication afterwards.

2. Feed changed

Thanks for the feedback. You can switch to the {Following/chronological} feed from the top of the home screen.

3. Upload fails

Sorry about that. Please update to {version}; uploads over {size} on mobile data were failing and that's fixed now.

4. Locked out

We understand how frustrating this is. Please request a review at {link}; a person reviews every appeal.

Rules that get ratings updated

Reply within 24–48 hours. Fast replies are when the reviewer is most likely to update their rating. Prioritise 1★ and 2★ reviews that mention a specific bug or charge.
Open with the specific problem, not a script. Name what they reported ("your ride didn't save") in the first sentence. Generic "We're sorry for any inconvenience" replies read as automated.
Give one concrete next step. A setting, a version that fixes it, or a support link. Never ask for personal or payment details in a public reply.
Don't argue or blame the user. Other prospective users read your reply more than the reviewer does. Stay calm even when the review is unfair.
Close the loop when you fix it. Apple and Google both notify the reviewer when you edit your reply. When the fix ships, update the reply. That's when ratings change.
Keep it short. 2–4 sentences. App Store replies are limited to about 5,970 characters and Google Play to 350, so Play replies must be tight.

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