APPSINITYPolicies and safety
Appeals
Enforcement on Appsinity is fast and often silent, so the appeal is the correction mechanism. It works on evidence, and it works fastest when you give the reviewer the specific object rather than a general complaint.
Open Appsinity StudioOn this pageWhat can be appealedThe evidence packetHow long, and what happens meanwhilePossible outcomesFrequently asked questions
What can be appealed
| Decision | Appealable? | What usually wins it |
|---|---|---|
| Listing set to suspended | Yes | A fixed build or asset plus the object path |
| Listing set to banned | Yes, once | Evidence of rights or provenance |
| Malware scan flag | Yes | An explanation of the named file's purpose |
| Review removed | Yes | Context showing genuine user experience |
| Account suspended | Yes | Ownership evidence plus what changed |
| Copyright takedown | Yes | Licence, dated source, or the replaced asset |
| Trademark report | Yes | Dated first use predating the claim |
| Payout held | Yes | Traffic explanation and account details |
| Terms change | No | Policy is not negotiable per listing |
| A legally valid external request | Limited | Only the requester can withdraw it |
Note: Appealing is not the same as re-publishing. Creating a new listing for content that was removed is a separate violation and forecloses the appeal.
The evidence packet
- Identify the object. The listing URL, the build path in storage, and the version. Reviewers look at files, not feelings.
- Quote the action. The status you see in Studio, or the wording of the notice if you received one.
- State the remedy sought. Reinstate the listing, unblock the build, restore the review. One sentence.
- Attach evidence. Licence or commission agreement, dated source history, asset-store receipt, a build log, or a short technical explanation of a flagged file.
- Show what you changed. If the original complaint was fair, say what you fixed and upload the new build first.
- Send once. [email protected], with a stable subject line. Duplicate tickets queue separately and slow the whole set.
Subject: Appeal - <listing URL> - <one-line issue>
Action seen: listing status is "suspended" in Studio
Object: games/<id>/builds/1.4.0/mygame.zip
Remedy: reinstate the listing
What the reviewer cited:
<the file, phrase or asset involved>
Evidence:
1. <what it proves>
2. <what it proves>
Changes made:
- <what changed, and the new version>
Account: <email on the account>
Developer: <name as published>Watch out: Include the email that owns the account. An appeal about a listing without the account identifier cannot be tied to an owner, and listing data is only readable by the signed-in workspace.
How long, and what happens meanwhile
- There is no published SLA and no ticket-status page. Manual review is asynchronous.
- A suspended listing stays unavailable to players while the appeal is open; the rest of your catalogue is unaffected.
- Analytics keep counting for listings that remain published, so a suspension is visible as a traffic shape on your other titles.
- Do not re-create the listing to keep earning. It is the one action that turns a fixable problem into a pattern.
- If a build fix is possible now, publish the fix under a new version on the same listing rather than waiting.
Not available: The support assistant, Gallifai, can explain a policy and open a ticket, but it cannot reverse an enforcement decision. Ask for a human in the ticket and it routes by topic.
Possible outcomes
| Outcome | What it looks like | Next step |
|---|---|---|
| Reinstated | Status returns to published | Check the listing renders and re-declare anything that changed |
| Partially upheld | The listing returns with an asset removed | Replace the asset under your own licence |
| Build unblocked | The flagged object is cleared | Note what triggered the scanner and avoid it |
| Upheld | Status unchanged with a reason | Fix the underlying issue or stop publishing that content |
| Escalated | Account action widens | Appeal once with full ownership evidence |
Note: Where an appeal is upheld against you and the content is genuinely not yours, the only remaining move is to remove it permanently and publish something you own.
Frequently asked questions
How many appeals do I get?
There is no formal limit, but a second appeal on the same evidence usually reads as the same ticket again. Add new evidence or accept the decision.
Can I appeal without the listing being live?
Yes. The listing URL, the object path and the account email are enough to identify it. Sign in to Studio only if you need to check the status yourself.
Someone else's listing impersonates me and my appeal was ignored.
That is a report about a different listing, not an appeal. File it as a trademark or copyright report with your evidence, see Trademark.
Is there a phone or chat escalation?
No. Support is email and the in-store assistant; there is no hotline and no status page.
Developer publishing support: [email protected]
General support: [email protected]
Partnerships: [email protected]