In this guide
A bug review is the easiest one-star to answer well, because the reviewer gave you a problem you can fix. Your reply is read by the next visitor too, so write for both.
Four parts
- Acknowledge. Say you are sorry it happened, once, without drama.
- Ask for details, privately. Give an email or in-app feedback path. Do not ask for logs, account data or screenshots in the public thread.
- Say what you will do. Only what you control: "we are looking at it", or "fixed in the next update". Do not give a date you cannot keep.
- Close the loop. When it is fixed, reply again. Many stores let the reviewer see your reply, and some will then update their rating. That is their choice, and you must not ask for it in return for a fix.
Examples
All examples are made up. Replace the brackets with your facts.
Example 1: crash on start
Sorry about the crashes, [Name]. That should not happen. Could you send us your device model and Android/iOS version at [support address]? We are investigating and will reply here when a fix is out.
Example 2: data lost
That is a serious problem and we are sorry. Please write to [support address] with roughly when it happened, and we will look into it with you. We will post here once we know the cause.
Example 3: cannot reproduce
Thanks for the report. We could not reproduce this yet. What were you doing right before it happened, and which version of the app do you have (Settings > About)? [support address] reaches us directly.
Checks before you post
- Is the bug real? Check your crash data and support inbox first.
- Is the version they use current? If the fix already shipped, say so: "This was fixed in version [x]. Please update."
- Is the tone calm even if the review is rude? Answer the problem, not the tone.
- Does the reply promise anything you cannot ship?
Avoid
- Pasting the same text under every bug review. Change at least the first line.
- Blaming the device, the user or the store.
- Asking the reviewer to change their rating.
For more wording, see reply to app reviews: tone and templates.
Back to the ratings and reviews guide. Related: reply to a review about too many ads, reply to a review about price.
Catch bugs before they become reviews: Start free.
Examples only; adapt to your app.