App is not available in the Microsoft Store ID: 9N78Q9114G1P

Question

Hello,

I would like to know why the app (ID 9N78Q9114G1P) is not available in the MS Store, although on the partner developer website it is clearly stated that the app is available in all markets.

There is no indication at all that there is any issue with the app itself.

Please provide explanation what needs to be done to make the app available in the MS Store asap.

Thank you in advance and best regards,

Enrique Dorn Schohaus

Answer 1

Several factors can cause an app that appears as “available in all markets” in Partner Center to not be visible or installable in Microsoft Store for a given user or device, even when there is no explicit error on the submission:

1. Market vs. effective availability
   Even if the submission is configured for all markets, the Store can still hide the app in specific scenarios:
   • The app is not compatible with the user’s device (OS version, device family, architecture, or package targeting). In that case, Microsoft Store automatically hides the app or disables the purchase/install button for that device.
   • The app may have been removed or failed certification after publication due to a policy issue, in which case it will no longer appear for customers even though it still shows in the dashboard.
2. Store policy or certification issues
   If the app violates Microsoft Store Policies (technical, security, content, or legal), it can be rejected or removed:
   • Failed submissions generate a certification report in Partner Center explaining the policy violation and what must be fixed.
   • If the app was removed after being live, Partner Center and email notifications explain the reason and what to correct before resubmitting.
   Required actions in this case:
   • Review the Microsoft Store Policies for any potential violations.
   • Check the certification report and any Partner Center notifications or emails for this app ID.
   • Fix the issue (for example, content, metadata, or technical behavior) and submit an updated package.
3. Device and package targeting
   If the app’s packages are targeted in a way that excludes certain devices (for example, only specific device families or OS versions), the Store will not show the app on those devices. For mixed or multi‑device scenarios, the Store delivers the package with the highest version number that matches the device. If only non‑matching packages exist for a device, the app will appear unavailable there.
4. How to proceed to make the app available
   For an app that should be available in all markets but is not visible in Store:
   1. In Partner Center, open the app and:
      • Confirm the markets selection really includes the desired markets.
      • Confirm the device family/OS targeting of the current packages matches the devices where the app is missing.
   2. Check the Submissions and Health/Notifications sections for:
      • Certification failures.
      • Policy or security issues.
      • Any indication of removal.
   3. If there is a certification or policy issue, correct it and submit a new update.
   4. If everything appears correct but the app is still not visible, open a support ticket through Partner Center:
      • Select the Help (?) icon → Contact Support.
      • Provide the app ID (9N78Q9114G1P), affected markets, and example devices where the app is not visible.
      • Track the case under Help + support until Microsoft confirms the cause (for example, a backend or catalog issue) and resolves it.

This combination of checking policies/certification, verifying targeting, and then engaging Partner Center support is the supported path to get the app visible in Microsoft Store as quickly as possible.

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References:

• Microsoft Store Policies and Resources
• Get started with Microsoft Store - Frequently Asked Questions
• Submitting an app to the Microsoft Store