App Rejected?
Support URL Issue?
Don't panic. Here's how to fix it in under 24 hours.
You probably got this rejection message:
"Guideline 2.3.12 - We noticed that your support URL did not lead to a webpage with support information for the app."
⚡ Average fix time: 15 minutes • ✅ Resubmit same day
Why Did My App Get Rejected?
Broken Link
Your URL returns 404 or doesn't load at all.
Why it happens: Domain expired, server down, wrong URL format
Social Media Link
You used Facebook, Twitter, or Instagram URL.
Why it happens: Not considered a proper support page by Apple/Google
No Contact Info
Page exists but has no email or contact method.
Why it happens: Forgot to add email, or it's too hidden
Generic Homepage
You linked to company website, not app-specific page.
Why it happens: No clear indication this is for the app
Not Mobile-Friendly
Page doesn't work properly on iPhone/iPad.
Why it happens: Desktop-only design, small text, broken mobile layout
Password Protected
Reviewer can't access page without login.
Why it happens: Forgot to make page public, staging site URL
📊 Statistics Show:
73% of support URL rejections are from these 6 issues. The good news? They're ALL easy to fix.
⚡ The 15-Minute Fix
Follow these exact steps to fix and resubmit today
Create a New Support Page (2 min)
Don't try to fix the broken one. Start fresh with a guaranteed-to-work solution:
Best Option: Use Our Generator
- Takes exactly 2 minutes
- 100% compliant with Apple & Google requirements
- Hosted automatically (never goes down)
- Free forever - no catch
Test Your New URL (5 min)
Before resubmitting, verify everything works:
Open on iPhone Safari
Reviewers test on real iPhones. Make sure it loads perfectly.
Check Contact Info is Visible
Email should be clearly visible and clickable.
Verify App Name Shows
Page should clearly identify which app it supports.
Test Load Speed
Should load in under 3 seconds on mobile data.
Update App Store Connect (3 min)
Replace the old URL with your new one:
- 1. Log in to App Store Connect
- 2. Go to your app → App Information
- 3. Find "Support URL" field
- 4. Delete old URL, paste new URL
- 5. Click "Save"
💡 For Google Play: Go to Store presence → Store listing → Update Website field
Respond to Reviewer (5 min)
In App Store Connect, reply to the rejection message:
Copy this template:
"Hello,
Thank you for your feedback. I have updated the support URL to a new, working link that includes all required information:
[Your new support URL]
The page is now:
- Accessible without login
- Mobile-responsive
- Includes clear contact information
- Specific to this app
Please review the updated information. Thank you!
Best regards"
Resubmit for Review
Click "Submit for Review" button. You're done!
⏱️ Expected Timeline:
- • Same day: Your app goes back in review queue
- • 1-3 days: Apple reviews the updated support URL
- • 3-5 days: Final decision (usually approved!)
🎉 That's it! You're back on track.
Real Rejection Examples & Solutions
Example #1: Broken Link
Most common rejection reason
❌ What They Did Wrong:
Used URL: http://myapp-temp.herokuapp.com/support
This was a temporary staging URL that expired.
📧 Rejection Message:
"Guideline 2.3.12 - We were unable to access your support URL. The page returned a 404 error."
✅ The Fix:
Generated permanent URL using our tool:
https://support-url-generator.com/s/abc123xyz
Result: Approved in 2 days after resubmission.
Example #2: Social Media Link
Accounts for 25% of rejections
❌ What They Did Wrong:
Used URL: https://facebook.com/myawesomeapp
Facebook pages aren't considered proper support pages.
📧 Rejection Message:
"Guideline 2.3.12 - Your support URL leads to a social media page. Please provide a dedicated support webpage."
✅ The Fix:
Created actual support page in 2 minutes:
Used our generator →Result: Approved on first resubmission.
Example #3: No Contact Information
Easy mistake to make
❌ What They Did Wrong:
Had a nice-looking page but forgot to add email address.
Page only had app description and features.
📧 Rejection Message:
"Guideline 2.3.12 - Your support URL does not provide contact information for customer support."
✅ The Fix:
How to Prevent Future Rejections
Use Permanent URLs
Avoid temporary hosting, staging servers, or expiring domains. Use permanent solutions.
Test Before Submitting
Always test your support URL on multiple devices before submitting your app.
Monitor Uptime
Periodically check that your support page is still accessible and loading correctly.
Use Generators
Support page generators handle all requirements automatically, eliminating human error.
Don't Let This Happen Again
Create a bulletproof support page that will NEVER get rejected
Why 25,000+ Developers Trust Our Generator:
⏱️ Get approved in your next review cycle
You're Not Alone
Support URL rejections are frustrating, but they're also one of the easiest fixes. Most developers get approved within 3 days of resubmission when they follow these steps. Don't waste time trying to debug your old page - create a new one using our generator and move forward.
Your app deserves to be in the store. Let's make it happen.