My thoughts about Google Play and policy support team after my App was suspended without any warnings Roman Follow Jan 17 · Unlisted

Hello everyone, I want to tell about my problem with Google Play. Around a year ago I published an app, a blocker for adult content websites. I issued an update on 12.01.2020 (changed an icon and uploaded a new APK version), and after that my app was suspended with a statement: “Violation of Sexually Explicit Content policy”. I filed an appeal and received a reply, that my app still violates Google Play Policy.

Reply also contained the [screenshot](https://imgur.com/NuG3xy3) from my app’s description in Google Play. This screenshot shows how black list function works, I purposely used filters to hide full URLs. My answer was: “…as you can see I’ve used filters and there is no way to find out the correct urls of the websites”, I’ve written that I can remove the screenshot or replace it, but I don’t have access to my app. After that, I’ve got the answer: “As much as I’d like to help, I’m not able to provide any more information or a better answer to your question. In our previous email, I made sure to include all the information available to me.”

And then I realised that most probably I’m talking to a bot, it felt like a nightmare. I would never believe that such decisions can be taken by a some automatic algorithm, and appeals are processed by a bot, but it has happened. When I think about it, I immediately remember the episode from the Lexx series released on 1997 with automatic judge and lawyer.

My app was approved with exactly the same screenshots a year ago, and now it was removed without any warnings. I could resolve the issue with just 2 clicks, but nobody cares.

Let’s understand, why was the app suspended? Apparently, during this year Google revised their apps check algorithm and perceived that my screenshot violates their policy. Why haven’t I received any warnings before I got suspended?

Obviously, this algorithm is unable to check all published apps, and kicks off when new version is released or any updates are made, in order to save the resources. For the same purpose appeals are replied with auto-generated messages.

It means that current system works as such: you publish an application, an algorithm checks and approves it, for a while you do not release any updates, during this time algorithm gets revised, you publish updates and get suspended by a revised algorithm without any warnings, you file an appeal and get an auto-generated message with an information what exactly has to be corrected, you write an answer where you clarify that you cannot make changes as an app is suspended, and then again receive an auto-generated reply that they can’t help you.

I believe Google understands what they are doing, they understand that sometimes they deprive people of means for living, however suspensions still keep happening automatically, though in my opinion such decision can have a big impact on developer’s life and shall be taken by a human.

Ok, even if it’s like this, then at least appeals shall be processed by a human, and in shortest terms? Unfortunately, not. My app was suspended 5 days ago, and I didn’t receive any clear reply up to now.

I think my mistake was to use Google Pay for subscriptions, after suspension my subscription plans were removed, and now every day users whose payment shall occur get their subscriptions cancelled. If I used the stripe as payment processor, I just would not have to pay 30% from the earnings and old subscriptions would retain.

This is how a single automatic action can make you lose 1/3 of your income. What can do a company which encounter this? To ask their lawyer to write an appropriate letter and send it to Google, take some other legal actions to restore an app.

What I can do? Absolutely nothing, I can only talk to bots, wait for reply and day by day watch how I’m losing my clients.

Maybe you think that before developing or publishing the app you can ask a policy team, something like: “I want to develop an app with a function… won’t it violate your policy?” or “If I post this screenshot in the description, won’t I get suspended?”

Of course, you can ask, but you will receive an answer like this: “As much as I’d like to help, unfortunately, I’m not able to comment on your planned implementation. Pre-compliance check is not allowed.” Then you issue updates and get suspended, and nobody cares of your future. Maybe it depends on the number of users and profits that you bring to the company, if it’s so then it’s a nightmare. I don’t think that other companies are better, I just think that it’s good to be more humane to those who help your company earn money.