Apple Developer Support is Unreachable

I hear you. Some companies take it a bit easy in saving money on support helpline. But I cannot guess how many operators a company like Apple would need to avoid such frustration… :wink:

I would say if they have taken some action that can essentially prevent a company from operating, tickets related to that type of issue should be the absolute highest priority tickets they have.

And again, they seem to have enough phone operators to handle incoming phone calls from every Apple product consumer in the world, which i would think is a larger number of people than exist in their Developer Membership Program :wink:

Looks like the timing of this email WAS just a strange coincidence. It offers no explanation, and the links it contains to contact them force you to login, and then I get redirected back to the same form I filled out last week. I also replied to the email from “Kevin” directly, no response of course. This is some insane endless loop.

Thank you for contacting Apple Developer Program Support. My name is Kevin and I am glad to assist you today.

We are unable to verify that you’re associated with an Apple Developer Program membership or enrollment.

Please have a program Account Holder contact us directly.

Please see the link below for our contact information:

https://developer.apple.com/contact/

Best regards,

Kevin

Apple Inc.

Ugh, what a nightmare. Apple is not endearing themselves to developers lately, are they? Hoping you manage to resolve this quickly.

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I believe a developer from the Apple MusicApps team has written to this forum fairly recently, Unfortunately I don’t remember the username nor which topic it was in.
If you find him, perhaps you can get in touch with him at least to understand if there’s something else you can try to get past the stonewall and fix the issue

EDIT: I stumbled upon his post right after posting my previous reply, here it is:

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Thanks yfede this is amazing! Will give it a shot right now.

How many days would you be comfortable being locked out of your developer account for and just chalk it up to Apple saving money? On what day would you take issue with it?

I emailed Markus Fritze from the Music Apps team at Apple referencing his post about the Pro Audio seed program and added very briefly that we’ve been having issues accessing our developer account. He replied that he could easily get us on the Pro Audio seed list, but there’s nothing at all he could do to help us get in touch with Developer Support. So I guess, the mystery continues.

Just to recap, we are now at the end of WEEK TWO.

Not a single word of explanation from Apple.

Not a single phone call with Apple.

Still locked out of our dev account.

Still can’t release Catalina plugins.

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Have you tried devprograms@apple.com they were quite responsive to me on that address.

Yup, devprograms@apple.com is how I got that response I shared above from “Kevin”. Then when I replied directly to “Kevin” and gave him the original ticket number that was created last week, he went silent. No further response.

I know a lot of people that may have come across this thread are probably laughing it off as some kind of large corporation snafu, but there is nothing remotely funny about any of this.

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Of course it’s not funny, getting mad at people won’t make it better anyway. Generally speaking, Apple (and Avid) has got to this place through heavy, extensive and undeserved fanboying from the whole audio trade. I find it funny when people get very vocal about Steinberg like “Arne says so and so and he’s a moron about it” while they can actually name Arne and his opinions, and read the whole open sourced code of the VST SDK without paying. Then the same people tiptoe around Apple’s (and Avid’s) horrible practices, and seem perfectly tolerant of their we-don’t-make-mistakes attitude. If people stopped treating Protools-on-Mac as an inescapable default, the whole business would be much saner. You can’t do much about it as a plugin vendor though. I’ve dealt with people willing to leave a project if anything but Mac was merely considered -more than once.

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I think you misunderstood the intention behind what I was saying. I’m definitely not mad at anyone on here.

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I hope they solve this quickly but this is hardly surprising. Developers should be aware that, with the new Catalina policy that forces you to sign your programs with Apple, the Mac ecosystem becomes a monopoly. In every book of basic economy they explain what are the consequences of monopolies. You can really only ask them politely to be nice to you.

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At what point would a calm, rational person consider the possibility that this is not an accident?

Ok I found a loophole for the stonewalling, can’t believe I didn’t think of it earlier actually. Just dropped another $99 and set up a brand new Developer Membership on a different identity. In my case that was easy because the locked account is on a Delaware C Corp and I had never actually used my personal identity for a Developer Membership before, so I had an unused identity so to speak.

From the brand new dev account, I could access the callback system and got a call within 30 seconds. The dev support person confirmed that the corporate account is locked, and she said there are no notes at all as to why it is locked, and she also said that the tickets I’ve been submitting on that account do not appear anywhere in the system that she has access to. She is escalating the ticket to more senior people that may be able to see something she can’t. So no solution yet, but at least I have a way to get answers and make progress.

If anyone else ever finds their account in this extremely screwed up state and they’re locked out and their tickets are getting lost in the matrix, it has nothing to do with Apple saving money on phone support, so if anyone ever gives you that advice they don’t actually have any idea what they’re talking about and you will be submitting tickets until the end of time with no response. Creating a brand new Developer Membership however will get you around the stonewall.

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Glad you’ve found a way in, fingers crossed they can get it resolved!

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Thanks :pray:t3:At this point we’ve already released an update that works everywhere but Catalina, and we’re just sending Catalina users the old, notarized version as requested, which is definitely not cool, but it’s not nearly as uncool as being locked out and stonewalled. Now that I can actually get a human on the phone I’m fairly confident that this will be resolved successfully.

Just to put a bow on this, the account is now unlocked. Took another week and half from first contact, and two Senior Developer Support people, but as soon as we got to the second guy he resolved it in under an hour. As usual it’s just about finding the rare breed of human that knows how to slice through corporate bullshit.

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