Providing a complete first message helps AppTesters separate an order-status issue from a certificate, signer, device, or IPA problem.
Include these details
- The email address used for the AppTesters order
- The affected device UDID
- The order number, if available
- The status shown on the order page: Processing, Ineligible, Active, or another status
- Device model and iOS or iPadOS version
- Signing method, such as the AppTesters In-Browser IPA Signer, ESign, GBox, or another tool
- The exact error message
- When the problem started and whether anything changed immediately before it
- Whether every app signed with the certificate fails or only one IPA
- A screenshot or short screen recording showing the error
If one IPA fails, also include the app name, version, source, bundle identifier if changed, and whether tweaks or libraries were injected.
Do not send sensitive credentials publicly
Do not post or attach your Apple ID password, two-factor code, device passcode, recovery key, payment information, or certificate files in a public group. Only provide certificate files through an official private support channel when a verified AppTesters representative specifically needs them for the case.
A useful first test
Before contacting support, sign a known-good IPA with the same certificate. If the test app opens, mention that result because it points toward the original IPA. If all freshly signed apps fail, mention that as well because it points toward the certificate, provisioning profile, signer configuration, or device verification.
Clear details allow support to investigate without asking you to repeat basic checks.