How to respond to App Store reviews (with copy-paste templates)

Every review is a small public talk with a user. Other people read it too. A good reply can win back the person who wrote it. It also shows everyone else that a real human runs this app and cares.

This guide shows you how to reply, what to say, and what not to say. You also get copy-paste templates for the reviews you see most.

Can you reply to App Store reviews?

Yes. You can reply to any review of your app in App Store Connect, no matter when it was written. Your reply shows right under the review on your App Store page. Each review shows one reply from you.

Here is how to do it:

1. Sign in to App Store Connect.
2. Open your app and go to Ratings and Reviews.
3. Find the review and click Reply.
4. Write your reply and click Submit.

You need the Account Holder, Admin or Customer Support role to reply. Apple says a reply can take up to 24 hours to go live. Until then it shows as pending.

You can also edit or delete a reply later. Only your latest version shows, with a note that it was edited. If you have a lot of reviews, the App Store Connect API lets you reply from your own tools.

Why should you reply to reviews at all?

Replies help the person who wrote the review, and everyone who reads it later. When you reply, Apple tells the reviewer. They can then update their review, and some will if you fixed their problem.

Replies help in three other ways:

• They show the app is alive. People shopping for an app read reviews. A page full of thoughtful replies looks cared for.
• They catch bugs. Writing back makes you read closely. You spot the same crash or bad screen showing up again and again.
• They clear up myths. If someone says "there is no way to export," you can show them where it is. The next reader learns it too.

Apple's own advice is to reply quickly to new and updated reviews after a major release. That is when people care most and are most likely to talk back.

What should a good reply include?

A good reply is short, human and useful. Use this four-part shape:

1. Thank them. One line. They took time to write.
2. Own it. Name the problem in their words. Don't hide behind "we're sorry for any trouble."
3. Fix it or give a next step. Say what you changed, or what to try, or where to get help.
4. Invite them back. Ask them to try the new version, or to email you.

Sign with your first name if you can. People are kinder to a person than to a brand.

The better reply names the bug, gives the fix, and offers a real person. It reads like a note, not a form letter.

Reply templates you can copy

Use these as a starting point. Always change the first line so it fits the review. Swap the parts in [brackets] for your own details.

Want a first draft written for you? Paste a review into our free review reply generator and edit the result.

Which reviews should you reply to first?

Start with fresh 1- and 2-star reviews that name a problem you have fixed. These have the best chance of a happy update. Then work down this list:

1. New negative reviews about a fixed bug. Tell them it's fixed.
2. Reviews with wrong facts. Kindly set the record straight.
3. Detailed feature requests. Show you heard them.
4. Thoughtful positive reviews. Say thanks, and keep it short.

You don't have to reply to every review. A short "thanks!" on hundreds of 5-star reviews adds little. Spend your time where a reply can change a mind.

What should you never write in a reply?

Never argue, and never copy-paste the same line to everyone. Apple's guidelines say to treat users with respect. Keep replies about what the user said. Don't include personal data, spam or marketing.

So skip these:

• Arguing or blaming. Even if the user is wrong, other readers will side with them.
• Asking for a better rating in return for something. Apple does not allow paid or rewarded reviews.
• Ads for your other apps or a sale. That counts as marketing.
• Their personal details. Never repeat an email, order number or name they shared.
• Long walls of text. Three or four short lines is plenty.

How do you reply to lots of reviews without sounding like a robot?

Use templates as a base, but write the first sentence fresh each time. That one line shows you read their review.

A few habits help:

• Batch it. Set aside 20 minutes, two or three times a week. Check every day for the week after a big release.
• Group by theme. If 30 people report the same crash, fix the crash first. Then reply to all 30 with the news.
• Track what you promised. If you said "coming soon," come back and reply again when it ships.

To see which themes come up most, run a free App Teardown on your own app. It sums up what users love, hate and ask for. You can also compare your app with a rival to see where they win.

Some people won't update their review, and that's fine. Your reply is still there for every future reader. But if many reviews blame the same thing, a reply isn't enough. You need a fix. Our guide on handling a wave of bad reviews after an update walks you through it.