APPLE & GOOGLE | Handle extra document requests for developer accounts

If you receive an extra request

Find the case that matches the request you received from Apple or Google and follow the steps below.

• 1. We do not have the requested document
• 2. I am a volunteer without an employment contract
• 3. The organisation behind our publication is unclear
• 4. A translation is requested
• 5. A certified copy or notarisation is requested
• 6. A document has been rejected

Need help?

Please contact Prenly Support if you are unsure — we’re happy to help. Send us a copy of the request so we can help you understand what is needed. When following up with Apple or Google, always use the same case number and reply in the existing email thread. If you need to contact support, use Apple Developer Support or Google Play Developer Support. For Google, you can also open Help in Play Console. Sign in and choose the relevant issue to see the available contact options.

1. “They ask for a company document we do not have”

Apple or Google may ask for a commercial-register extract, trade licence or VAT registration. Your association or foundation may have a different official document instead.

For Google, check the accepted documents before uploading: Germany, Sweden, Finland.

1. Find your organisation’s official registration or recognition document. See the Swedish and German document names below; in Finland, use the relevant PRH register extract.
2. Use the draft below to ask whether your document is accepted. Have your statutes/bylaws ready: Apple may use them to check an association’s purpose and who may represent it. Translate them only if requested.
3. Once confirmed, upload the agreed document through the link Apple or Google provides.

Message to send

“Our organisation, [legal name], is a [legal form] in [country]. We do not have [requested document] because [reason]. Instead, we have [document name], issued by [authority], showing [registration details]. Can we submit this to verify our organisation? If it is not sufficient, please specify which document you accept for our legal form and what information it must show.”

2. “They ask for employment evidence, but I am a volunteer”

Apple may ask you to prove your role and authority. An unpaid board member may not have an employment contract. Google also needs an authorised representative, although its standard document list does not require an employment contract.

1. Find your appointment or board-election record. If you are not the organisation’s owner or founder, Apple requires a reference who can confirm your authority to enroll the organisation and bind it to legal agreements.
2. If you need written permission, ask someone legally allowed to represent your organisation to sign it. Include your name, role, permission to enroll and accept developer agreements, the date and the signer’s name and role.
3. Offer these documents using the draft below. Upload them when requested.

Message to send

“I am the [role] of [legal name], serving on a voluntary basis, so I do not have an employment contract. I can provide [appointment/board record] and [written authorisation or representation record] to confirm my role and authority to enroll our organisation and accept the developer agreements. Please confirm whether these documents meet your requirement. If not, please specify the additional evidence and who must issue or sign it.”

3. “They cannot identify the organisation behind our publication.”

A magazine, local branch or project may use a different name from the organisation legally responsible for it.

1. Enter the legal publisher’s name, not only the magazine or project name. If the association publishes it, use the association’s name; if a separate company publishes it, use that company’s name.
2. If asked to explain the difference, use this draft:

Message to send

“The publication [title] is published by [legal name], registration number [number]. [Title] is the publication name; [legal name] is the organisation applying for the account.”

Apple requires a legal entity for organisation enrollment. Branch offices, trading names and publication names cannot enroll as separate organisations. Use the registered legal name.

Apple enrollment

4. “They ask for translated documents.”

Order a translation only when Apple or Google requests one.

1. Give the translation provider the exact request from Apple or Google, including the language and certification required. If it is clear, proceed; ask only about missing details.
2. Use a professional provider who can meet that requirement. Self-written or machine translations do not replace a requested official or certified translation.
3. Upload the original, translation and certification together. If resubmitting, upload both language versions again, following the specified file format and upload fields.

Message to send

“You requested a translation of [document]. Please confirm [required language / who must certify it / which pages are required] so I can order the correct service.”

An English document from an authority such as Skatteverket may contain only basic information. Check that it includes all requested details. Do not use a shorter English certificate instead of a full translation unless Apple or Google confirms it is sufficient. Prenly cannot provide official translations.

5. “They ask for a certified copy or notarisation.”

Order certified copies or notarisation only when Apple or Google requests them.

Certified copy: confirms that a copy matches the original. Apple says this may be done by a municipal office, solicitor or notary, depending on the region.

Certified translation: confirms that the translated text is accurate. An officially authorised translator is a possible provider, but check that they can meet Apple’s or Google’s exact requirement. If solicitor certification or notarisation is requested, a translator’s stamp alone may not be enough.

1. Send the exact request to the provider and check that they can supply the required certification. If Apple or Google has not specified who may certify it, ask before paying.
2. Submit both forms of certification if both were requested; one does not replace the other.

Apple’s guidance on certified documents

6. “My document is rejected without a clear reason”

1. For Google, check that your organisation’s name and address on the documents match your payments profile exactly.
2. Ask what needs to change using the draft below. If the requested document does not exist for your legal form, use case 1.
3. Correct the issue and upload the requested documents. Include the original again if resubmitting a translation.

Message to send

“I submitted [document], issued by [authority], on [date]. Please explain whether the issue is the document type, its language, certification, or the information it contains. What exactly should I submit instead for a [legal form] in [country]?”

FAQ — for any of these cases

What should I do after uploading?

Keep the upload confirmation and reply in the same support case:

“I uploaded [documents] on [date]. Please confirm receipt and let me know whether anything else is needed.”

What if I receive no reply?

Follow the response date Apple or Google gave you. If none was given, we suggest following up after five working days. After another five working days without progress, request a call or escalation through the support links above. These are suggested follow-up intervals, not promised response times.

Document names: Sweden and Germany

Use this table to find the documents for cases 1 and 2. These are document names, not guaranteed alternatives accepted by Apple or Google. “Firmatecknare” means an authorised signatory, not a document.