Our Shopify app, Keytomic, has been under review for a few weeks now, and we’re trying to understand the best way to get clarity on the status or possible next steps.
We completely understand that Shopify needs to maintain high standards around app quality, security, and merchant experience. However, the delay is now starting to impact live customer commitments tied to our launch, so we’re hoping to get some guidance.
Has anyone here successfully escalated a delayed app review recently, or received clarity from the App Review team after waiting several weeks?
Any advice on the right support route, community channel, or escalation path would be really appreciated.
We are experiencing longer than usual wait times but there’s a number of strategies we’ve implemented to improve this experience, which you can learn about here:
If you’re still waiting in one week from now, please tag me and I can dig into this more for you.
Hi @Liam-Shopify, thank you for getting back to me. I really appreciate it.
I completely understand the longer review times and appreciate that Shopify is working on improving the process. The reason I’m asking is that we have live customer commitments tied to this launch, and waiting another week may cause us to lose that business.
Would it be possible to please prioritize or review our case sooner? I’d really appreciate it if you could consider it, or point me to the right escalation path.
Unfortunately there are a lot of people that may have customers waiting, so you can’t receive any special treatment. It has to be fair to everyone else.
Hi @Luke , I understand the need to keep the process fair, and I’m not asking Shopify to bypass its review standards.
My concern is that this is a paid review process, and as a small partner, it’s difficult to plan customer commitments when there is no clear visibility into the timeline. Our app is relatively simple, and the delay is now directly affecting business we’ve already lined up.
We’re trying to build on Shopify and serve Shopify merchants, so even a clearer status update or expected review window would help us manage customers properly.
Is there any way to get visibility into where Keytomic is in the queue or whether anything is blocking the review?
It would already be helpful if you saw where your app is in the review queue. We’ve got one pending for weeks now and it’s still awaiting the assignment of a reviewer. Just having an indication of where you are in the queue would be better than the radio silence.
Hi @Liam-Shopify Appreciate you helping partners. This is exactly the kind of support we hope to see from Shopify.
I’d really appreciate it if you could also look into our case. As I shared earlier, our app Keytomic has been under review for weeks, and we’re in urgent need of help from Shopify or the App Review team.
We have live customer commitments tied to this launch, and if we can’t get clarity or approval soon, it will seriously impact our business.
Hi Liam, we are in the same situation, our app is connector between shopify and our warehoue, the app wont be in the store like other public apps, is just for our costumers and we are having the same issues. We put the app in review the 30 march and still not any response.Last year, we worked on connecting stores using private apps that no longer function for this purpose. We’ve worked hard to make the transition in time and meet all the requirements, but we’re very frustrated that it’s been over a month now and we still don’t have an assigned reviewer. We’ve been working with Shopify for over 8 years with all our clients, teaching them how to set up stores on Shopify, and for the past few months we haven’t been able to connect anyone to our logistics warehouse because we have no way of doing so until the app is reviewed. If there is anything that could be done or if you could help us, I would greatly appreciate it, as we are in a difficult situation because we cannot connect anyone, and ultimately we have 500 Shopify stores connected that depend directly on this. I would appreciate any advice or help.
