On the 7th August 2023, google play sent me an email about 3 Grams LiteWeight app with a warning that I had to take further action and upload a new policy compliant version within 7 days.

This is the screenshot they attached to the email and you can see there is nothing evident in there to show or clarify what the issue they raised is:

You can see in the email warning there is no clear detail on what the issue that needs to be fixed this. Bear in mind this was completely out of the blue, we had not made any changes to the app apk or the store listing. Having other commitments and without knowing what the exact issue was it would have taken longer than 7 days to guess what the issue was (or do thorough testing again) and to reupload a fixed version. So we emailed them back and asked for clarification and an extension.

You can also see in the warning email above that they say they will get back to you within 2 days, the word try is not used. So this itself is misleading developers as they took over a week to reply. So we did not get any reply so I then utilised their phone support. I spoke to a lady who said she would expediate the appeal. She then asked me to explain what the issue was. I then explained the issue and told her in detail how the app functions. She understood the concept and was actually keen on the idea.

I then proceeded to find any possible issues in the app. I found one possible issue linked to the camera API on latest Android 13 devices and this was fixed. However there was no guarantee this was the actual issue that google was talking about. So we waited to hear about our deadline extension. However on the 15th of August (about 7 days later) they actually suspended the app and then gave some more different reasons for suspension:

I then replied and appealed against this as the reasons they gave were not valid. The main reason now seems to be several issues which they place under ‘deceptive behaviour’ policy. They are saying the title and short description are misleading users because the app does not work and the concept of a digital scales app is not functionally possible on an Android device. Google rejected the appeal and here is the email they sent:

I asked google’s own AI (Bard) what proof I would need to give to to google play to prove the app does actually function. Here is a screenshot from the conversation:

Bards says that I should send google play videos showing them that the app works. So I did just this. I emailed them back in my appeal with more details and showed them the statements made by AI supporting my claims. I also sent them some of the 3 Grams Digital Scales app video demonstrations which show how to use the app and that the app does work. Here is just one of those videos:

The appeal was again rejected, with a minimalistic template based response. There was no response to the points or questions I raised. I have then shown them screenshots from the apps backend stats, taken before it got suspended. Which further support the fact that the digital scales app does function. Take a look for yourself:

How can google play review team claim the app is deceptive and non-functional if:
– The app had 1.66K+ DAU (Daily Active Users)
– The app 35K Active user base.  Why would anyone keep a non functional deceptive app?

How can google play review team claim the app is deceptive and non-functional if:
– The app had verified in app purchases almost every day, ranging from Remove Ad feature to big credit pack purchases.
– Some of these were repeat purchases made by the same users.

How can google play review team claim the app is deceptive and non-functional if:
– the app had lots of 4 and 5 star reviews.
– Some of these users were telling how they used the app and got readings.
– If you look at the devices of users leaving positive reviews, they range from Redmi to latest Samsung devices. They range from older Android version (like version 10 shown in the screenshot) to latest Android 13.

The appeals system is very limited, their is vey little discussion, negotiation or further clarification. It seems like a decision has already been made and they will stick to it unless youre a big company with ties within Google, you got the right contacts or can do the online equivalent of a million man march against injustice. But this suspension decision might be based on false information, lies, misunderstanding or human/AI error so why is the developer not given a chance to truly appeal and get to the bottom of the issue. Surely every developer, be they part of a million dollar company or small independent developer deserves the right to be treated fairly and justly?

Google are letting developers know they can take their appeal externally if appropriate if they wish to. For example if you are a developer based in the EU you can reach out to the European Commission and make use of the Digital Services Act to try and get your app reinstated via that channel. Or you can take the matter to court if you have the means or need to.

To Summarise:

1. Google Play have suspended my app saying it doesn’t work when there is overwhelming proof that it does.
2. Google Play say phones were not designed for this purpose, yet the whole purpose of apps is to extend the functionality of mobile devices.
3. Google Play have given mixed reasons for the suspension and have not been transparent about their moderation process.
4. Google Play review team will not respond to requests or emails within their own specified timeframes.
5. Google Play easily dismiss and ignore valid proof of the app functionality.
6. Google Play have severely impacted my app business income to the point that it seems non viable.
7. Google Play have caused me unnecessary distress, financial losses and anxiety.
8. Google Play approved the digital scale app on its first submission which would have had a human check.  They also fully approved all subsequent app and store listing updates, yet now they claim the app is not functional, is deceptive and has ‘critical policy violations’ without any changes made by me or without any new relevant developer policy changes.
9. Google Play claim the app does not function and yet it has 35K active device installs, 1.6K daily users, daily in app purchases, repeat buyers and hundreds of positive reviews
10. I was advertising this app daily using Google Ads to get installs from global users.  I advertised it as a digital scales simulator or emulator and stated the app could be used to estimate weight using a phone and the ad led to the listing on the Play Store.  Google Ads have their own policies yet this ad was approved and allowed by them, which means they did not have any issues with promoting a digital scales app on their own Play Store.  They also did not see digital scales app as being deceptive.

Is There Double Standards At Play?

Google Play say they will not allow digital scales app on the Play Store as they claim they are not ‘functionally possible’ (even though there is proof) but will allow other apps.  For example for the following types of apps below no one can prove they work and also they are not what phones were designed for (as Google says).  Also some of them are advertised as prank apps yet Google’s policies state they will not allow prank apps (see here):

1. Ghost Detector Apps – We can’t prove ghosts exists so how can anyone prove a ghost detector works, even if advertised as a prank.
2. Metal Detector Apps – Phones were not designed to be metal detectors and there is no proof they work
3. Lie Detector Apps – Phones were not designed to be lie detectors and there is no proof they work
4. Stun Gun Apps – These should come under deceptive behaviour policy as they could be misused by people or cause harm.
5. Telekinesis Apps – There is no proof Telekinesis exists and these apps may lead to harm.
6. X-Ray Vision App – Phones do not have features to allow x-ray vision.  Even as advertised as fake / prank its against their policies
7. Hair Clipper / Trimmer App – Phones do not have features to allow hair trimming.  Even as advertised as fake / prank its apparently against their policies.
8. Fake Calls / Prank Call Apps – These apps are labelled as prank and fake which is against their policies.  They can also clearly be used to enable dishonest behavior.  Also as per Google’s philosophy, phones were not designed to facilitate the use of fake or prank calls.  An end user using this app is then engaging in ‘deceptive behaviour’ which Google has made possible.

Update 01/09/2023

I received a reply from Saumya at Google Play support team who stated the following:

“We have received an update from our internal teams again that we won’t be able to reinstate the app as the app is violating our Deceptive Behaviour policy. Unfortunately, we won’t be able to comment further on this issue. Saumya, The Google Play Team “

I decided to request third party mediation using CEDR and sent the following information in their request form:
Google Play have suspended my app saying it doesn’t work when there is overwhelming proof that it does.  I can provide recorded and live video call demonstrations of the app working as proof.  Also the app had 35K active device installs, 1.6K daily users, daily in app purchases & hundreds of positive reviews

They say phones were not designed to estimate weight, yet the whole purpose of apps is to extend the functionality of mobile devices.  Other apps like metal and ghost detectors are allowed, even prank apps.

They have given mixed reasons for the suspension and not been transparent about their moderation process.

They approved the app on its first submission which would have had a human check.  They also fully approved all subsequent app apk uploads and store listing updates.  Yet now they claim that it is not functional, is deceptive and has ‘critical policy violations’ without any new changes made by me to the app or without any new relevant developer policy changes.

You Can Still Download The App:

Now as a result of this all in app purchases and ads in the app are not working and so we have had to rebuild the app to accommodate this. See v23 here for more info. This is hopefully a temporary solution as we try to get our app reinstated.

If there is anyone out there reading this and they can help in any way or has advice on how to proceed with reinstating a wrongly suspended app please get in touch at [email protected]