Why is the Firewall AI app no longer available in the Google Play Store? The unexpected suspension of our Firewall AI app

The surprising removal of an app that hundreds of thousands of users consider useful and secure raises the question of whether the product may simply have been “too secure.”

Here is our story:

Since 2020, our security app Firewall AI for Android had been available in the Google Play Store and had built up a growing user base. Google reviewers closely analyze every update to an app in the Play Store in order to approve or reject it under Google’s policies. Our Firewall AI app updates had always been approved.

With an outstanding 4.6-star rating, the app was popular for its strong security features and user-friendly design.

On April 6, however, Google informed us that the app had been “suspended” because it allegedly violated Google’s “Deceptive Behavior Policy.”

The reason: a note about “battery optimization” inside the app.

The “Deceptive Behavior Policy” states as follows:

“We don't allow apps that attempt to deceive users or enable dishonest behavior including but not limited to apps which are determined to be functionally impossible. Apps must provide an accurate disclosure, description and images/video of their functionality in all parts of the metadata. Apps must not attempt to mimic functionality or warnings from the operating system or other apps. Any changes to device settings must be made with the user's knowledge and consent and be reversible by the user.“

Although the relevant battery optimization entry was explained inside the app in relation to Firewall AI (explanation follows) and users also had the option not to follow our recommendation, the app was “suspended” instead of simply being “removed.”

The difference is that a suspended app is completely removed and even users who purchased the app can no longer download it from the Play Store.

Google generally suspends an app, for example, when it is dangerous, contains malware, or tries to lure users into a subscription trap.

By contrast, apps that contain an inaccuracy or an error are usually merely “removed” from the Play Store.

That allows the developer to review the case and make the necessary corrections without disadvantaging users.

We contacted Google immediately on April 6 and emphasized that we had absolutely no intention of deceiving users. Our main goal has always been to provide our customers with a secure and reliable experience.

Against that background, we shared technical details with Google so the Google Review Team could understand our “battery optimization” approach:

We found that when our Firewall AI was battery-optimized, it could no longer reliably protect users from malware domains because the Android system would put the app to sleep after a while.

This creates a security risk because the app can then no longer protect the user comprehensively.

To solve this problem, we implemented regular internal checks that increased battery usage somewhat, but ensured that the firewall stayed active and provided consistent protection.

For that reason, we informed users inside the app that they could remove the Firewall app from the list of optimized apps.

This, in turn, reduced battery usage and allowed the firewall to optimize the device’s overall performance. We informed users transparently about this feature and offered it as an optional setting.

In addition, we noticed that similar competing apps also use this “battery optimization” technique — even though Google apparently has no objections to those apps.

Based on the technical explanation above, we asked Google to change our app’s status from “suspended” to “removed” so that we would have the opportunity to adapt the app accordingly. After all, the app had already been reviewed by Google countless times and approved without objection. The technical battery-optimization function had never bothered the Google Review Team before.

As an aside, it should be mentioned that Google generally no longer tolerates third-party apps that are too invasive and that use or advertise features such as “RAM booster,” “thermal improvements,” and similar claims.

Firewall AI does not use these functions or make those advertising claims.

Google then informed us on April 9 that it was currently reviewing our complaint and would complete further checks.

Four days later, on April 13, we received the message that our app — as stated in Google’s original email — violated the “Deceptive Behavior Policy.”

Google also said it would not change the app from “suspended” to “removed” to allow corrections.

Instead, we were advised to upload the app again as a completely new app and to follow this notice carefully: https://developer.android.com/about/versions/14/behavior-changes-all#kill-own-background-processes — despite knowing that users would then have to download the app again and might even have to buy it again.

On April 14, we repeatedly explained that in light of the situation described above, we were not violating the “Deceptive Behavior Policy,” and that we were willing to adjust the wording and even remove the technical battery-optimization function if Google considered that necessary.

We also pointed out that our app does not use the function “Apps can kill only their own background processes,” and that we were therefore unsure how we were supposed to interpret that notice.

Since then, Google has responded to us as follows:

“Unfortunately, we are unable to comment on your request. We understand your disappointment in this matter, but at this time I cannot provide any further details or additional guidance. In my last email, I made sure to include all of the information available to me. Thank you for your patience and understanding.”

We are currently continuing our communication with Google in order to clarify the matter and to obtain the opportunity to adjust the allegedly problematic “battery optimization” wording and any related technical function.

It also remains unclear why many other apps are allowed to use the term “battery optimization” or even advertise with phrases such as “speed up your device” or “performance boost,” while in the Firewall AI app that single phrase was enough to have the app suspended.

At the same time, we are working on uploading the app to the Play Store again as a completely new app.

Interested users and existing users can also download the app directly as an APK file for free from the Protectstar website and continue to purchase it in the online shop.

Users who purchased an annual or lifetime license in the Play Store can contact our Support Heroes so they can be issued a replacement license for their MY.PROTECTSTAR account.

The financial and reputational damage caused by this situation is significant, and we deeply regret any restrictions our users may have experienced. We will do our best to continue enabling every single user to have a smooth, secure experience without additional cost.

We repeatedly hear of similar cases and stories from other developers whose high-quality apps were suddenly suspended, which also affects millions of users who can no longer use their paid app once they change devices or want to reinstall it.

We would be happy to hear from affected developers who would like to share their story with us!

It should also be noted that in July 2021 we had a similar situation when our Anti-Spy app, with more than one million users in the Play Store, was also “suspended.” There, too, users praised its powerful spyware detection and its ability to identify trojans used by state organizations.

That is why the opening question of this article remains relevant:

If a good and secure product that hundreds of thousands or even millions of users have considered highly useful and helpful for years is suddenly removed, could it perhaps be that the product is simply “too secure”?

Stay Safe,

Protectstar