If you're not able to submit a new Branded App or update an existing app in the Socio Platform because of the NOT CONNECTED status, we recommend checking that your Apple Developer account hasn't expired and that all Apple agreements have been accepted.

Screenshot showing the Grant Socio Access step of creating a Branded App. The Not Connected indicator is visible.

Very often, simply logging into your Apple Developer account and looking for alert banners will tell you if some action is required.

Screenshot showing account action banners in an Apple Developer account.

If you don't see any alerts on your account or you're still unable to connect your account to Socio, follow the troubleshooting steps below. 👇

Expired Apple Developer account?

If it's been more than 1 year since you made your Apple Developer account, and you didn't opt for auto-renewal, your Apple Developer account has likely expired. Follow these instructions from Apple to learn how to renew.

⚠️ CAUTION! If your Apple Developer account has expired, do not create a new account if you already have a Branded App associated with your expired account.

Unsigned Apple Developer agreements?

As an Apple Developer account holder, you will periodically be asked by Apple to accept new agreements. If you're unable to update an existing app or finish creating an app in the Socio Platform, it may be because you haven't accepted pending agreements.

In this case, even though you may have already granted Socio access, your app will show as Not Connected on the Configurations tab of your app.

To accept any new agreements, the person responsible for managing your organization's Apple Developer Account should follow these steps:

Developer Agreements

  1. Log in to the Apple Developer portal.

  2. Click the Membership icon.

  3. Scroll down and click Show Agreements.

  4. Under the Agreements header, check the Action column to find the agreement that needs to be updated.

  5. After accepting the agreement(s), it can take up to 30 minutes for Apple to process the acceptance.

  6. Return to your Branded App, and click the refresh icon next to the NOT CONNECTED indicator. It should change to CONNECTED. If it doesn't, try again after half an hour, and then go to the next step in this article for further help.

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Tax/License Agreements

  1. Log in to the Apple App Store Connect portal. You may see a banner at the top of the page indicating that there's an agreement to be signed. Click Review Agreement to sign.

  2. If there's no banner, click the Agreements, Tax, and Banking icon.

  3. Under the Agreements header, check the Action column to see any agreements that need to be updated.

  4. After accepting the agreement(s), it can take up to 30 minutes for Apple to process the acceptance.

  5. Return to your Branded App, and click the refresh icon next to the NOT CONNECTED indicator. It should change to CONNECTED. If it doesn't, check for any other agreements that may need to be signed, and then try again after half an hour.

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Does Socio still have permission to access your account?

If your Apple Developer account isn't expired, and you've checked that unsigned agreements are not the issue, then you may not have given us the necessary permissions when you granted us access, or you may not have invited us using our new email address. Check out our Grant Socio Access to Your Apple Developer Program article for detailed steps on inviting us!

If you'd like to delete our old email address from your Apple Developer account, please refer to Apple's documentation on how to do that.

Questions? Chat Us or Email [email protected]

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