Overview
If the status of a reply to a user's review is stuck as "Processing," the issue might be related to your app's source connections with Google Play or App Store. This article will guide you through the most common causes and their solutions.
Google Play Legacy Connection Issue
Only account owners can create Service Accounts in Google Play Console. You will need to ask your Google Play Developer account owner for help (or have access to their account). It's not possible to create a Service Account with an Admin role.
This problem is often seen with the Google Play legacy Connection. To resolve it, switch to the Google Play: Reply to Reviews Data Connection (Official API | Service Account). Log in to your AppFollow account, navigate to the Source Connection page from the left-hand menu, and select the Google Play app you need to integrate from the app picker at the top of the page. Make sure to follow the steps in the article linked above.
Select the "Official Service Account: Reply to reviews, Get reviews faster" and upload the Service account file you created in step #1 of Google Play: Reply to Reviews Data Connection (Official API | Service Account), click "Set up".
Make sure the account has the correct permissions
For the Reply to Reviews Connection, your Service Account must have the "View app information" and "Reply to reviews" permissions. If you don't have these permissions in your Google Developer account, request them from the account owner or another user with the appropriate access level.
App Store and Mac App Store Connect Connection Error
For App Store and Mac Store, this issue may occur if there's an error with the connection. Check the status of the App Store and Mac App Store Connect Connection in your AppFollow account. In AppFollow, head to the Source Connections page, then click on Linked integrations and check if you see any errors.
If an error is present, reconfigure the Source Connection by following the steps in the following article: App Store Connect: Invite User
App Store Connect Permissions
App Store Connect provides various integration types, each needing specific roles and permissions for the AppFollow sub-account. To access all features, we recommend setting up a Full-access integration. For the Reply to Reviews feature, ensure you have the "Customer Support" role active.
You need to be an Admin in App Store Connect to invite users.