Branded Mobile App

[Moxmoe]

Hi! I am having SO much trouble with the Branded Mobile Apps and getting them ready to go live. I did finally manage to get it submitted for Apple, but my submission was rejected because of the "screenshots" I used for the iPad version of the app. I cannot find where to possibly get these screenshots and Apple is telling me it is required to launch the app. I have chatted and called Toast Support, emailed the person who was to be our "dedicated" app person with onboarding, emailed the brandedmobileapp@toasttab.com address, and I'm getting either no answers or a constant run around. It's been several weeks since we launched with the POS and I just want to get the darn apps launched! Can anyone help??

[Sdaniel · Accepted solution]

Hi!

We had a similar issue with our setup, but I will say our dedicated app person has been extremely helpful and he took care of the screenshots and resubmitted the app and shortly after the app was live in the apple store. Do you have a dedicated Toast rep that you can reach out to as well? Our rep will usually direct us to the correct person. 

[Rob]

Thank you for reaching out! I'm sorry to hear that you've had a difficult experience with this process. Based on the article attached below, here are some steps you can try. If you also provide your case number, I can work on getting you escalated support to assist you further!

- Capture Screenshots: Use an iPad to capture screenshots of your app in use. Make sure these screenshots meet Apple's guidelines for size and content.
- Upload Correct Screenshots: Log into your App Store Connect account and navigate to the section where you can upload screenshots. Replace the existing ones with the correct iPad screenshots.
- Review Apple's Guidelines: Ensure that your screenshots comply with Apple's requirements. You can find these guidelines on the Apple Developer website.

Troubleshoot Your Apple Account for the Branded Mobile App

[Moxmoe]

Hi Rob, 

The last case number I have is 14249096, I think that's the one that's related to this particular issue and request.

I don't know where to actually be able to see the app in use since it isn't published yet, maybe I'm totally missing something, but I haven't found where I can get actual screenshots of it in use. I do know what the requirements for size, etc. are but just haven't been able to get the situation figured out or found anyone who could help me at all. Thanks for your help in reaching out!

[Sdaniel · Accepted solution]

Hi!

We had a similar issue with our setup, but I will say our dedicated app person has been extremely helpful and he took care of the screenshots and resubmitted the app and shortly after the app was live in the apple store. Do you have a dedicated Toast rep that you can reach out to as well? Our rep will usually direct us to the correct person. 

[Moxmoe]

Hi Sdaniel!

We were supposed to, however, he's been largely unresponsive. My husband had a call with him prior to us going live with the POS and he was to send us information we needed to get the apps going and that was over 3 weeks ago, still nothing. I've tried emailing him directly and get no answer. I've reached out to my overall onboarding person and haven't gotten anything. Really the only person I've had answer me is our sales rep via text, but so far it hasn't gone anywhere yet (it was just this morning, but still). I've tried support and they don't seem to understand what I'm asking for. I've tried emailing the Branded Mobile App team directly, I've gotten no answer. To say I'm frustrated at this point is an understatement! I'm just trying to make this as seamless for customers as possible.