Check countries, regions, and device availability

Someone says your app is unavailable, even though you can install it yourself. Both can be true. Availability depends on the person’s store region, device, account, and sometimes testing eligibility, so start with the person who can’t install it.

Get the direct listing URL, store country, device and OS, intended track, and exact message. You don’t need their password or private account details.

Check the release and selected countries

Confirm that you’ve released to the audience you’re checking. Releasing to testers doesn’t make your app available to everyone.

Look at the countries selected for that release. Then check any compliance tasks that affect distribution. For Apple availability in the EU, review the trader-status declaration and required verification.

Check the device and account

On Android, compare the device and OS with the app’s compatibility and target-API availability requirements. An older target API can limit discovery for new users on newer systems.

For a test release, check that the person is signed into an eligible tester account and has completed the opt-in steps. Remember that someone’s store-account region may differ from the country they’re visiting.

Try the direct listing again

After changes have had time to reach the store, open the listing with the kind of account and device your intended users have. Check that it installs the expected version.

If it still fails, compare a working case with the failing one. You’re looking for the specific restriction that explains the difference. Before changing countries or device requirements, check how the change would affect the people you want to reach.

When contacting support, include the exact message and your app’s identifier, keeping private account details out. That gives them more to work with than a report that the app has disappeared.