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Reply to a review about login or account problems

Give a safe path to support without asking for passwords in public.

updated ·2 min read

In this guide

"Can't sign in" reviews are urgent: the person cannot use your app at all. They are also risky, because a public reply tempts you to ask for details that do not belong in public.

The one hard rule

Never ask for a password, a verification code or a full email address in a public reply. Anyone can read it, and a request like that trains users to hand over secrets. Also do not confirm in public whether a specific account exists.

Apple's guideline 5.6.1 asks developers to keep responses targeted to the comment and to include no personal information. Google's guidance says to focus on the issues raised. Check the current text before relying on this.

A reply in four parts

  1. Acknowledge the problem without blaming the user.
  2. Give the quick self-help step if there is a real one (reset link, check of the email spelling, update to the latest version).
  3. Point to a private channel: a support address or the in-app help screen, not a long public thread.
  4. Say what to include: app version, phone model, the exact error text. Never credentials.

Example reply: "Sorry you cannot get in. Please try 'Forgot password' on the sign-in screen first. If that does not help, write to [support address] with your app version and the error message you see. Please never send your password."

Find the cause

  • Did the problem start with a release? See your rating dropped after an update.
  • Is it one sign-in method (social login, email link) or all?
  • Does it happen on one OS version or device family?
  • Do your logs show failed attempts with one error code?

Tag login complaints in a sheet so a pattern shows early. Related: turn app reviews into a roadmap.

After you fix it

A short follow-up reply ("fixed in version X") helps the next reader. Do not ask for a changed rating. If the reviewer updates it on their own, that is their decision.

Test it before users do

Sign-in breaks in dull places: new devices, slow networks, expired sessions, special characters in emails. Private structured feedback from testers on a fresh device catches many of these. On AppReviewX one accepted feedback is one credit; new accounts start with 0 credits, and nobody is asked for a store rating.

More on tone: how to reply to app reviews.

Start free and test your sign-in on real devices.