A preview or staging link
A builder preview that needs a login, a Vercel preview with protection, a Replit dev URL that sleeps. The reviewer sees a sign-in page or an error.
What Guideline 1.5 asks for
Guideline 1.5 sits in the Safety section. It says people need an easy way to reach you with questions and support issues, that both the app and its Support URL must offer that way, and that missing or outdated contact details can break the law in some countries and regions. Apps likely to be used in classrooms get extra attention. The same guideline also asks that Apple Wallet passes carry the issuer's contact information and are signed with a certificate that belongs to the brand.
App Store Connect's own field description is stricter than most people expect: the Support URL has to lead to actual contact information, such as a legal address, an email address and a phone number, as local law may require. The rejection text usually says the Support URL does not lead to the intended destination or to a page with support information. Because it concerns metadata, it often arrives together with a 2.1 or 2.3 note in the same review.
Why vibe-coded apps fail 1.5
Placeholder contact details
AI-generated footers love [email protected], "123 Main Street" and a Contact link that points to #. Reviewers click it.
The homepage as Support URL
A marketing landing page with a signup button and no way to ask a question. "Support" has to mean contact, not features.
Help only behind the login
A chat widget or help center that appears only inside the dashboard. The Support URL is public; it must work for someone without an account.
Social links only
A Discord invite or an Instagram profile is a community, not a contact. Add a direct email address or form.
What a support page that passes contains
One page, about ten minutes of work, on your own domain (see custom domain before submission).
- The app name and one sentence about what it does, so the reviewer knows they are on the right page.
- A contact method that works without an account: an email address written out in plain text, a form, or both, plus a realistic response time.
- The legal name of the developer or company exactly as it appears as the seller on the App Store, and a postal address and phone number where your local law or your EU trader status requires them.
- Answers to the questions users really ask: how to reset a password, how to delete the account (see account deletion), how to cancel a subscription.
- Links to the privacy policy and terms.
- It loads on an iPhone over cellular, logged out, in a private tab, with no cookie wall or newsletter popup covering the contact details.
With a good optimized version of your web app you can have a stunning mobile app within a couple of minutes. Additionally to that the customer service is very nice and very helpful! I can just recommend WebViewGold :-)
The App Store Connect fields behind 1.5
| Field | Required? | What to enter |
|---|---|---|
| Support URL (app version, per language) | Yes | Your support page, for example https://yourdomain.com/support. Full URL including https. |
| Marketing URL (app version) | No | Your product page. Optional: leave it empty rather than entering a link that breaks. |
| Privacy Policy URL (App Privacy) | Yes | A public privacy policy that mentions the app; see the privacy policy guide. |
| App Review Information contact | Yes | A real name, phone number and email that someone answers during the review. Not shown publicly. |
| Digital Services Act trader status | For distribution in the EU | Set under Business, Agreements, Compliance (and per app in App Information). For traders, Apple shows the address, phone and email on the EU product page. Since February 2025, apps without a trader status are not available on the EU App Store, and verification can take a while, so do it early. |
Fix steps
Build the support page
Use the prompt below in Lovable, Bolt, v0 or Claude Code, then replace every placeholder with real details. Deploy it to production, not to a preview.
Test it like a stranger
Open the URL on an iPhone in a private Safari tab, on cellular, logged out. Tap the email address and the form. If you are outside the US, ask someone in the US to open it too; App Review usually connects from there.
Update the URLs in App Store Connect
Enter the Support URL for every language of your listing, fix or clear the Marketing URL, and check the privacy policy link.
Put a Help entry inside the app
A Help or Contact item in your menu or settings that opens the same page. In WebViewGold you can add it as a tab of the native bottom bar: set
showNavFooterto true and add an entry with a question mark SF Symbol toFooterBar.json(navigation footer docs). A Home Screen quick action viauseShortcutsandShortcuts.jsonis a nice extra (shortcut docs).Check mail and phone links in the installed build
Tap your
mailto:andtel:links in the TestFlight build. A reviewer's test device may have no mail account set up, so a contact form next to the email address is the safer primary option.Check Wallet passes if you issue them
If your web app hands out tickets or cards through
addpkpass://, the passes need your contact details and a Pass Type ID certificate of your own (Wallet pass docs).Reply in Resolution Center
Use the template below. If you only changed URLs and web content, the same build can be reviewed again.
Prompt: generate the support page
Prompt for Lovable, Bolt, v0, Replit or Claude Code
Add a public page at /support to my web app. It must work without login and must not be covered by cookie banners or popups. Content, in this order: 1. Heading "[App name] support" and one sentence about what the app does. 2. Contact: a form (name, email, message) that sends to [support email], plus the email address written out in plain text and the line "We usually reply within [24 hours / 2 business days]." 3. Legal details: [legal name of company or developer], [postal address], [phone number]. Use exactly these values, never invent or shorten them. 4. FAQ with 5 short entries: reset password, delete account (exact steps in the app: [steps]), cancel subscription (Settings, Apple ID, Subscriptions on iPhone), data and privacy, report a problem. 5. Links to /privacy and /terms. Mobile-first layout, large tap targets, no lorem ipsum, no example.com addresses. Add a "Help" link to the app menu and the footer that points to /support.
Reply template for Resolution Center
Resolution Center reply (adapt the bracketed parts)
Hello App Review team, Thank you for your feedback regarding Guideline 1.5. We have updated our Support URL to [https://yourdomain.com/support]. The page is public, requires no login and lists our contact options: a contact form, our support email [address] and phone number [number], and our legal address. It also answers common questions, including how to delete an account. Inside the app, users can reach the same page from [Settings > Help / the Help tab in the bottom bar]. [If no new build: No changes to the binary were necessary, so build [number] can be reviewed again.] [If new build: We have submitted build [number] with the Help entry added.] Best regards, [Name], [Company]
Frequently asked questions
Can my Support URL be a mailto: link?
No. App Store Connect expects a full web address including the protocol. Use a web page that shows the email address and a form.
Is a Notion or Google Sites page acceptable as a support page?
It can work if it is public, loads quickly on an iPhone and contains real contact details. A page on your own domain is more trustworthy and stays under your control, so prefer it.
Is a Discord server or an Instagram account enough contact?
Not on its own. Reviewers look for a direct way to reach the developer, such as an email address or a contact form. Community links can be listed in addition.
Do I have to publish my home address?
App Store Connect's field description mentions a legal address as local law may require, and EU trader status puts your address on the EU product page. Many solo developers use a business address where their local law allows it; check the rules for your country before you submit.
Does the Marketing URL have to be different from the Support URL?
No, and it is optional. If you fill it in, it must work. Pointing it to your product homepage and the Support URL to /support is the usual setup.
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