Urgent: Critical Production Crash Fix Stuck in "Waiting for Review"; live app unusable for all users

App Store Distribution & Marketing App Review
bd_ios_dev OP
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Hello App Review team,

Our live app crashes within 15–20 seconds of launch for all users and has been unusable since October 29. The update containing the crash fix has been in "Waiting for Review" since October 31, despite multiple accepted expedited review requests and follow-up escalations through Contact Us.

  • Apple ID: 1450809061
  • Version: 9.1 (iOS)
  • Submission ID: 097aad7f-e972-4bcc-9521-5d6539727d3f
  • Case ID: 103013406646

Context:
The update was previously rejected twice for metadata guidelines only, and both issues were addressed the same day. Each time, Apple confirmed the expedited review, but the resubmission has not yet entered review.

Could you please look into this submission and let us know if anything is blocking it, or if any action is needed from our side? Our entire live user base is affected.

Thank you for your help.

Replies  2
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Views  101
Participants  2
jetrise OP

Sorry, that's a rough spot. While you wait, a few things can shorten it or reduce the damage:

  1. Check whether the crash can be stopped from your side. A crash 15–20 seconds after launch on an app that didn't change is often triggered by something remote: an API response, a feature flag, a third-party SDK's config or an expired certificate/key. If you can find it in the crash logs (Xcode Organizer or your crash reporter), a server-side or config fix can bring the current version back today, without waiting for review.
  2. Keep the fix submission binary-only. You mentioned two metadata rejections; make sure this submission doesn't carry new screenshots or description changes that could trigger a third. If it does, revert the metadata to the last approved version and say so in the notes.
  3. Expedite wording: "Version 9.1 fixes a crash on launch affecting all users of the live version 9.0 since Oct 29 (crash log attached). The submission contains no metadata changes." Attaching a crash log or a short screen recording of the crash helps.
  4. Contact Us → App Review → request a phone call is available in many regions and sometimes moves faster than case replies.
  5. Once this is through, consider phased release for future updates so a bad build can be paused.
bd_ios_dev OP

Thanks for the valuable suggestions. The crash is caused by an upstream network change, so it can’t be fixed server-side, and the fix requires the 9.1 update. Still hoping App Review can take a look.