Google Play Appstore Suspension

News & General Discussion
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Good day all.

Our game was suspended without warning from the Google Play Store.

We are using Unity to build to Apple and Android.

Our Internal Test build, where we are testing new features, got flagged for 3 policy violations. For some reason, our live Production track was suspended eventhough it was not flagged.

The issues found are MALWARE, BEHAVIOR TRANSPARENCY AND MOBILE UNWANTED SOFTWARE.

We are committed to fixing this, however we are unable to get in contact with a human, and we only get automated responses from bots.

We have no option to upload a new build with the fixes, everything is disabled in our developer page except the “Appeal” button, which we have already submitted.

We had over 60,000 downloads, been on the Play Store for over a year, and our client is now losing money due to this.

It has been suspended since Monday the 26th of August.

We are reaching out to the Unity community because are at a loss.

Any help or advice will be greatly appreciated!

Any help or resources will be greatly appreciated.

1 Like
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From here, you can send a request: Play Console Help → Contact Us at the bottom of the screen.

You can receive an automated answer by Email, but by replying to this message several times in the chain, you can get a human support.

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Hi, thanks for the quick response!

I have tried that before making this post and it did not work, still only got replies from bots.

And when I try the “Get A Call” button, I always get this error: Something went wrong. Please try again.

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Same issue here. I released updates for two games, only changing the API level to meet the new requirements. A day later, both were rejected, and my account was suspended, with claims of malware.
I have been trying to resolve this through the appeals process for two weeks, but all I get are pre-defined responses, insisting that their decision is final and nothing will be done.
On Reddit, there are also several posts reporting the same issue, always with Unity.
https://www.reddit.com/r/googleplay/comments/1f3kpvp/my_3_year_old_google_play_console_with_1_million/
https://www.reddit.com/r/googleplay/comments/1ezivvy/how_i_lost_my_google_play_dev_account_forever/
https://www.reddit.com/r/googleplay/comments/1dm40rw/my_2year_old_google_play_console_developer/

Since it seems that small developers have no choice but to accept the end of their accounts, I tried creating a new one. However, as soon as the app reached the closed testing phase, it was flagged as malware, and another account was blocked.
Now, I am considering trying again with Unity 2021 instead of 2020. Meanwhile, my games on the App Store continue without any issues.

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more cases, always with unity:

https://support.google.com/googleplay/android-developer/thread/289151828/the-account-is-blocked-can-t-understand-reason-or-appeal?hl=en
https://support.google.com/googleplay/android-developer/thread/239167283/developer-account-terminated-for-malware-behavior-transparency-and-mobile-unwanted-software?hl=en
https://support.google.com/googleplay/android-developer/thread/281599279/my-account-was-terminated?hl=en