Rejection decoder › Guideline 1.5
Guideline 1.5 rejection: developer information and support URL
Guideline 1.5 asks that people can reach you. In practice it is about the Support URL in App Store Connect: the reviewer opened it and found an error, a login wall, or a page with no way to contact anyone.
Apple decides. This page is our own reading of the App Review Guidelines as of September 2026, not Apple's wording, and following it does not guarantee approval. The current text at developer.apple.com is the authority.
What Apple's message says
Paraphrased: the Support URL does not lead to a page with support information, or the app and its support page do not give users a way to contact the developer with questions and support issues. Apple sometimes mentions that the link returned an error or pointed to a placeholder.
The same message can arrive as 2.1 when the Support or Privacy Policy URL is unreachable, and the Privacy Policy URL has its own rules under 5.1.1(i). Fix all three links together.
Why AI-built apps hit it
AI builders give you a working site in minutes, but the links in App Store Connect often point at the wrong one:
- The Support URL is the builder's preview or staging domain, which sleeps, asks for a login, or gets replaced when the project is republished.
- The Support URL is the app's home page, which has a sign-up button but no contact details.
- The contact form is part of the app and needs an account, so the reviewer cannot see it.
- The page shows a template name or "Your Company" left over from the starter project.
- Support and Privacy URLs were typed with a typo and never opened after saving.
How to fix it, step by step
- Make one public support page on your own domain, reachable without logging in. A single static page is enough.
- Put real contact details on it: a support email address that you read, or a contact form that does not need an account. Add the app's name so the reviewer knows it is the right page.
- Add a short FAQ for the questions users will ask first: how to reset a password, how to cancel a subscription, how to delete an account.
- Check the other links: the Privacy Policy URL opens a real policy, and the Marketing URL (optional) is not a broken page.
- Open every link from a phone on mobile data, in a private window, before saving. A link that only works on your Wi-Fi or while logged in to the builder is still broken.
- Add a contact path inside the app too, such as Settings > Help with the same email. This is not always required, but reviewers look for it.
- Update the URLs in App Store Connect (App Information for Privacy Policy, the version page for Support URL) and reply. Usually no new build is needed.
What to reply in the Resolution Center
Fill in the brackets and delete anything you did not do. Give the new URL in the reply so the reviewer can open it directly.
Hello, Thank you. We updated the Support URL to [https://yourdomain.com/support]. The page is public and lists our support email, [address], along with answers to common questions. [We also updated the Privacy Policy URL to (link).] No binary change was needed; the listing has been updated. Best regards, [Your name]
Related guidelines
- Guideline 2.1: App completeness and Information Needed if the reviewer also could not sign in or reach part of the app.
- Guideline 5.1.1: Data collection and purpose strings for the privacy policy requirements under 5.1.1(i).
- Guideline 2.3: Accurate metadata if the support page or description still mentions the web version's features.
Questions
What should a Support URL page contain?
A public page, reachable without logging in, with a working way to contact you (an email address or a contact form) and the app's name. A short FAQ helps. It does not need to be long.
Can I use my builder's preview URL as the Support URL?
It is risky. Preview and staging domains can sleep, require login or change when you republish, and the reviewer may see an error. Use a page on your own domain that stays up.
Do I need a new build to fix a Guideline 1.5 rejection?
Usually not. Update the Support URL in App Store Connect and reply in the Resolution Center. A new build is only needed if the app itself had broken contact links you want to fix.
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