Windows Phone Developer Support

1. What types of application support are developers required to provide?

Developers are required to provide technical support to the end users of their applications. In App Hub, when submitting your app, there is a field to provide your Support Email.

You can also include your Support Information in an easily discoverable section of your app, such as on the About page.

2. If one of my apps is removed from this distribution channel, am I still required to support my existing customers?

You are not required to provide support for apps that are no longer available on Windows Phone Marketplace.

3. Where can I find support for issues using App Hub?

For help with registering for or accessing an App Hub account, contact Support.

Note:
This email option is to be used only for Registration and Sign-in issues.

After you become a registered App Hub member, use the online form on the Windows Phone Dashboard to contact Support. Note that you must log on to your account on App Hub to access this form.

Go to Resources -> Support for help with the following categories:

• ID Validation - Identity Validation process and activating your account

• Certification & Submission - app submission and testing

• Technical Exceptions - requests for technical exceptions around requirements

• Device Unlock - help unlocking your device or increasing your account limits

• Commerce - tax, payout, and reporting

• Policy & Legal - questions around content policies

• Publishing - apps appearing in the Windows Phone Marketplace

• Ratings & Reviews - app ratings and reviews issued

• Push Notifications – questions about push notifications

• Account Management - profile updates and account changes

If you have an existing payment profile on file with Microsoft, such as Xbox LIVE, you may have a conflict when entering your information into App Hub. If the payment process fails, please try the following steps:

1. Navigate to Billing.

2. Sign in with the Windows Live ID that is associated with your credit card information.

3. On the Billing account overview tab, select the Go to personal information link.

4. In the next page, under the Your personal information option, verify that every item is complete and is accurate. If there is any information that is inaccurate, select Edit personal information, enter any corrections, and select the Save button.

5. Try to sign up again for Windows Phone Marketplace.

If you need direct assistance registering for your App Hub account, contact Support.

4. Where can I get technical help with developing my app?

There are a few different ways to get technical assistance with developing your app. The most efficient way is to visit the App Hub Forum: Developing for Windows Phone. This forum is staffed by Microsoft Engineers and participants including Microsoft MVPs and other experienced developers in the community. Many times, you will find answers are already posted there. Alternatively, you can sign in, without having to register, and post a new thread.

For 1:1 technical support, there's an option for direct email or phone support from a Microsoft Engineer by using our Premier or Pay-Per-Incident Support.

Microsoft Advanced App Development is also available to provide support to developers interested in working directly with an engineer at Microsoft.

Pricing for professional support is shown in the following table.

To begin a request for app development consultation, visit Microsoft Support and enter “Windows Phone Developer Tools” in the Product Finder box on the page, and then follow the remaining prompts. For a phone incident, developers can call (800) 936-4900 6 A.M. to 6 P.M. Pacific Time, Monday through Friday, to open an incident for callback from an engineer.

5. Do I have to pay for Support?

There is free support to all for help with Registration and Sign-in issues. Contact Support for these areas.

The App Hub forums are also free and open to the public for viewing. To post a thread, you must sign in to App Hub, but you do not need to register and pay. The App Hub forums cover topics ranging from registering, account management, using your account to publish your apps, to technical guidance on developing for Windows Phone. It is staffed by Microsoft Support and Engineers.

Once registered, the e-Form in the account Dashboard is available for all account-related, Submission, Certification, and Publishing support.

For 1:1 app development support, there's an option for direct email or phone support from a Microsoft Engineer by using your Premier account or Pay-Per-Incident Support.

Microsoft Advance App Development is also available to provide support to developers interested in working directly with an engineer at Microsoft.

To begin a support incident, visit Microsoft Support and enter “Windows Phone Developer Tools” in the Product Finder box on the page, and then follow the remaining prompts.

For a phone incident, developers can call (800) 936-4900 6 A.M. to 6 P.M. Pacific Time, Monday through Friday, to open an incident for callback from an engineer.