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Troubleshooting White-Label Mobile App Build Failures

Resolving Build Failures for Your White-Label Mobile App

This guide provides a checklist and step-by-step solutions for common errors that occur when building or updating your white-label mobile app through the CRM.

Pre-Build Checklist: Essential Pre-Flight Checks

Before initiating a new build, complete these checks to prevent common issues.

  • App Store Listings Exist: Ensure the app records are created in the respective developer portals.
    • iOS: Confirm the app is present in App Store Connect with the correct Bundle ID.
    • Android: Confirm the app is present in the Google Play Console with the correct package name.
  • Valid Contact Information:
    • The support phone number must include the country code and use the E.164 format (e.g., +15551234567).
    • All email addresses and website URLs must be active, publicly accessible, and use your company's domain.
  • Metadata Compliance:
    • Ensure all descriptions stay within the character limits shown in the CRM interface.
    • Avoid using emojis or special symbols in the app name, subtitle, or descriptions.
    • Set the default language to English (United States) - en-US.
    • Verify that links for your Privacy Policy and Terms of Service are accessible without a login and use HTTPS.
  • Apple Developer Account Status: Log in to your Apple Developer account and confirm that two-factor authentication is enabled and that there are no pending items in the Agreements, Tax, and Banking section.
  • Google Play Account Status: Ensure your Google Play Console account is verified for your organization and that API access is properly configured with a linked Cloud project and a service account with the correct permissions.

Step-by-Step Fixes for Common Build Failures

Apple Developer Account & Certificate Issues

1. Expired Apple Developer Agreement

Error Example: "A required agreement is missing or has expired."

Solution:

  1. Sign in to your Apple Developer account as the Account Holder.
  2. Accept any pending agreement displayed on the dashboard or within the Agreements, Tax, and Banking section.
  3. Also check App Store Connect for any additional agreements that may need acceptance.
  4. Retry the build from your CRM's mobile app customizer.
2. iOS Certificate Not Found on Developer Portal

Error Example: "Certificate 'XXXXXXXXXX' (stored in your storage) is not available on the Developer Portal."

Solution:

  1. Contact your CRM's mobile app support team and provide your iOS bundle ID and the certificate ID from the error message.
  2. Support will clear the outdated certificate reference, allowing a new one to be generated.
  3. Retry the build once support confirms the cleanup is complete.
3. Provisioning Profile Missing Signing Certificate

Error Example: "Provisioning profile \"match AppStore com.yourapp\" doesn't include signing certificate ..."

Solution:

  1. Contact your CRM's mobile app support team and provide your iOS bundle ID and the full error message.
  2. Support will regenerate the provisioning profile in your Apple Developer account.
  3. Retry the build.
4. Provisioning Profile Missing Capability

Error Example: "Provisioning profile ... doesn't support the [Capability Name] capability."

Solution:

  1. Go to your Apple Developer account, navigate to Certificates, Identifiers & Profiles, and select Identifiers.
  2. Select your app's bundle ID, find the Capabilities section, and enable the specific capability mentioned in the error.
  3. Save the changes.
  4. Contact your CRM's mobile app support to request a regeneration of the provisioning profile.
  5. Retry the build.

App Store Connect (iOS) Issues

5. Review Submission Already in Progress

Error Example: "Cannot submit for review – A review submission is already in progress."

Solution:

  1. Sign in to App Store Connect, go to My Apps, and select your app.
  2. Open the app version that has a status of "Waiting for Review" or "In Review".
  3. Click "Remove from Review" to cancel the submission, or wait for Apple to complete the current review.
  4. Retry the build once the previous version is no longer under review.
6. App Store Version in Invalid State

Error Example: "appStoreVersions with id '...' is not in valid state."

Solution:

  1. Log in to App Store Connect and check the status banner for your app version (e.g., Rejected, Metadata Rejected).
  2. Address the specific issue flagged by Apple, or use the menu next to the version name to remove the blocked version.
  3. Retry the build.
7. Missing "What's New" Release Notes

Error Example: "The provided entity is missing a required attribute – You must provide a value for the attribute 'whatsNew'."

Solution:

  1. In your CRM's mobile app customizer, locate the "Release Notes" or "What's New" field.
  2. Enter a descriptive sentence about the update, such as "Enhanced user interface and resolved calendar syncing issues." Avoid generic text like "Bug fixes."
  3. Save the changes and retry the build.
8. Missing iPad Screenshot

Error Example: "App screenshot missing (APP_IPAD_PRO_3GEN_129)."

Solution:

  1. In your CRM's mobile app customizer, go to the iOS screenshots section.
  2. Upload the required screenshot for the 12.9-inch iPad Pro (dimensions: 2048 x 2732 pixels). You can resize existing iPhone mockups if necessary.
  3. Save the changes and retry the build.
9. Invalid Phone Number Format

Error Example: "The phone number must be in a valid format. Preface the phone number with '+' followed by the country code."

Solution:

  1. In your CRM's mobile app customizer, find the support phone number field.
  2. Update the number to include the '+' symbol and country code (e.g., +1 555 123 4567).
  3. Verify that the same, correctly formatted number is also saved in App Store Connect under your app's Contact Information.
  4. Save the changes and retry the build.
10. Duplicate App Category Selected

Error Example: "You may not select the same category twice for your app."

Solution:

  1. In App Store Connect, go to your app's page, select App Information, and then General Information.
  2. Ensure the Primary and Secondary categories are different. If they are the same, change the Secondary category to a different value or leave it blank.
  3. Save the changes and retry the build.
11. App Not Created in App Store Connect

Error Example: "Could not find app with app identifier 'com.yourapp' in your App Store Connect account."

Solution:

  1. Sign in to App Store Connect and click the (+) button to create a New App.
  2. Select iOS, enter the app name and primary language, and choose the bundle ID that matches the one configured in your CRM's mobile app customizer.
  3. Complete the app creation process in App Store Connect.
  4. Once the app listing is saved, retry the build from the CRM.
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