Guideline 2.1

Guideline 2.1 - Information Needed: Invalid Demo Account Credentials

EasyTypical Fix: 30 minutes - 2 hours0 Reports

Also known as:Demo account credentials are invalid or expiredDemo account requires two-factor authentication Apple can't completeDemo account has been locked or deactivatedDemo account doesn't provide access to all featuresNo demo credentials provided for an app that requires loginDemo account requires a phone number or device Apple doesn't haveDemo account subscription has expired

Our Take

Apple was unable to sign in with the demo account credentials you provided in App Store Connect. Every submission that requires authentication must include working demo credentials so the review team can access the app's full features and functionality. This is one of the most common and easily preventable rejections.

Resolution Guide

Create a dedicated review account — Set up a permanent test account specifically for App Review. Never use a personal or production account that might get modified or deactivated.

Disable two-factor authentication — Apple's reviewers cannot complete 2FA, SMS verification, or CAPTCHA challenges. Ensure the demo account can log in with just a username and password.

Pre-populate the account with data — The account should show the app in a realistic state with sample data, active subscriptions, and all features unlocked. An empty account may trigger further questions.

Verify credentials before every submission — Log in with the exact credentials you provide in App Store Connect immediately before submitting. Accounts can expire, passwords can be reset by teammates, or backend changes can invalidate sessions.

Handle region or phone-based accounts — If your app requires a phone number for sign-up, create an account in advance and provide the login credentials. Include any necessary country/region info in the reviewer notes.

Grant full access — The demo account must have access to ALL features, including premium/paid tiers. If your app has a subscription, ensure the demo account has an active subscription that won't expire during review (which can take several days).

Add reviewer notes — In App Store Connect under "App Review Information," include step-by-step login instructions, especially if the flow is non-standard (e.g., phone number login, magic link with fallback, SSO).

Resubmit — Update the demo credentials in App Store Connect and resubmit. This rejection type is resolved instantly once valid credentials are provided.

Example Rejection Email

From:Apple App Review Team

Subject:Guideline 2.1 - Information Needed: Invalid Demo Account

We were unable to sign in with the following demo account credentials you provided in App Store Connect. To avoid delays, it is essential to provide access to the app's full features and functionality with every submission. Provide the username and password for a valid demo account in App Store Connect that provides full access to the app's features and functionality or include a demonstration mode that shows all of the features and functionality available in the app.

Consider Appealing

This rejection type rarely needs an appeal — it's resolved by providing working credentials. If you believe the credentials are correct, try logging in yourself from a different device and network. If the issue is that Apple can't reach your server (e.g., geo-blocking or IP restrictions), mention this in your reply and whitelist Apple's IP ranges.

Generate Appeal

Before & After

Before — Rejected

Demo account password was changed by another team member after the last submission, causing Apple's sign-in attempt to fail

After — Approved

Created a dedicated 'applereview@company.com' account with a stable password, documented in a shared vault, and verified login immediately before each submission

What changed: Use a dedicated, stable review account that no one else modifies

Before — Rejected

App requires SMS verification on first login, which Apple's reviewer cannot complete

After — Approved

Added a bypass flag for the review account that skips SMS verification, or pre-verified the account so it doesn't trigger 2FA on the reviewer's device

What changed: Ensure the demo account can authenticate without any interactive verification steps Apple can't perform

Community Solutions · 0

More Guideline 2 (Performance) rejections

View all Guideline 2 rejections

Guideline 2.1 - Information Needed: Invalid Demo Account Credentials

Our Take

Resolution Guide

**Create a dedicated review account** — Set up a permanent test account specifically for App Review. Never use a personal or production account that might get modified or deactivated.

**Disable two-factor authentication** — Apple's reviewers cannot complete 2FA, SMS verification, or CAPTCHA challenges. Ensure the demo account can log in with just a username and password.

**Pre-populate the account with data** — The account should show the app in a realistic state with sample data, active subscriptions, and all features unlocked. An empty account may trigger further questions.

**Verify credentials before every submission** — Log in with the exact credentials you provide in App Store Connect immediately before submitting. Accounts can expire, passwords can be reset by teammates, or backend changes can invalidate sessions.

**Handle region or phone-based accounts** — If your app requires a phone number for sign-up, create an account in advance and provide the login credentials. Include any necessary country/region info in the reviewer notes.

**Grant full access** — The demo account must have access to ALL features, including premium/paid tiers. If your app has a subscription, ensure the demo account has an active subscription that won't expire during review (which can take several days).

**Add reviewer notes** — In App Store Connect under "App Review Information," include step-by-step login instructions, especially if the flow is non-standard (e.g., phone number login, magic link with fallback, SSO).

**Resubmit** — Update the demo credentials in App Store Connect and resubmit. This rejection type is resolved instantly once valid credentials are provided.