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Google Pulls VoiceMail App in Possible In-App Payment Move

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UPDATED: In a move that could signal Google (s goog) is taking a hard line on in-app payments similar to the way Apple has outlined new subscription rules (s aapl), Google has pulled the popular Visual VoiceMail app from Android Market, citing a violation of the developer payment rules. The details of the violation aren’t completely clear, but the developer believes the app, which has had one million downloads on Android, was targeted for not processing in-app payments through Google Checkout.

Google notified developer PhoneFusion Tuesday night, saying it was pulling their free voicemail app after more than two years on the market for a violation of the Developer Content Policy. When Fort Lauderdale, Fla.-based PhoneFusion followed up, the Android Team said in an e-mail that the developer violated section 3.3 of the Android Market Developer Distribution Agreement, covering pricing and payments. In the section, it reads:

…If you want to collect fees after the free trial expires, you must collect all fees for the full version of the Product through the Payment Processor on the Market. In this Agreement, “free” means there are no charges or fees of any kind for use of the Product. All fees received by Developers for Products distributed via the Market must be processed by the Market’s Payment Processor.

Jonathan Hollander, EVP of PhoneFusion, said Google never made clear what the violation was, and the app has not undergone any major changes recently except a bug fix a couple of weeks ago. He believes Google is forcing them to use Google Checkout for in-app payments. It’s unclear when the language in section 3.3 began requiring payments through the “Payment Processor.” Visual VoiceMail is a free app, but it makes money using premium features like voicemail transcription, ad-free service and the ability to receive faxes through a dedicated number. PhoneFusion runs those extra purchases through its own website similar to how Amazon (s amzn) links to its own site for Kindle purchases. Hollander said the move by Google is reminiscent of Apple’s new stance on subscriptions, which forces developers and publishers to use Apple’s in-app purchase system and prohibits them from linking to websites for outside payments.

“It looks like they’re pulling an Apple but just for us,” said Hollander. “There was no warning that they’re going to enforce this, which make it worse than Apple. Even if you disagree with Apple, they gave until June to remove their apps. Here, there’s no choice.”

Now it’s unclear if in-app payments are the reason why the Visual VoiceMail app was pulled. I reached out to Google last night, and they said they are working on getting back to me. I will update when I hear more. But this could have big implications for Android developers if indeed Hollander is correct. It would signal that Google is interested in channeling all payments through its recently announced in-app payment system, closing off other options in the same way Apple is doing.

As I’ve written before on GigaOM Pro (subscription required) it’s a lucrative move for a platform maker to take a cut of every in-app purchase. Google announced in-app payments earlier this month, but said it would be implemented by the end of the first quarter. It’s unclear if the system is in place, but this enforcement could foreshadow how Google will operate with respect to Android developers who offer in-app payments. It may be a requirement of developers instead of just an option.

Curiously, it doesn’t appear that other apps with in-app purchase have been pulled in the same way as Visual VoiceMail. Hollander said the decision to remove the app, which Google affirmed in an e-mail last night, smacks of punishment aimed specifically at PhoneFusion. He said Google has not offered the company any way to remedy the problem other than uploading a new application. The Android Team said because of auditing purposes, it can’t reinstate apps that have been cited for violations. That forces the developer to rename the app and lose all ratings and comments that users have given the app.

“The bottom line is, they said it doesn’t matter what the situation is; the only thing we can do is upload again,” said Jonathan Hollander, EVP of PhoneFusion. “We lose 20,000 comments and all the 5-star ratings and the name Visual VoiceMail; we lose everything. This is absolutely vindictive, that’s insane.”

Hollander wonders if PhoneFusion is being singled out because it competes with Google’s Android voicemail system and with Google Voice. The company also sells Phone FusionOne, a white label service for companies running VoIP to be able to offer Google Voice-like features. Hollander said the company is about to announce some big partnerships for Phone FusionOne in the coming months. The developer has also recently complained of poor mobile ad fill rates around 70 percent over the last two months, far below the 99 percent rate the app used to see before AdMob was bought by Google. Hollander said those complaints, all routed through e-mail, have also fell largely on deaf ears.

Whatever the case, this has serious implications. It could be the first sign Google is going to be aggressive in the way it pushes developers on its in-app payments system. That would force developers to have to fork out more to Google and lose some of their margins. Hollander said he pays credit card companies about 3-4 percent to process payments, but will have to pay 10 percent of payments to Google for using Google Checkout.

But if it’s a problem tied to competition with PhoneFusion, that’s also troubling. Google has touted its openness, but some are increasingly questioning how open Google will be as it looks to compete more and more in mobile. Skyhook, for example, has filed a lawsuit against Google for allegedly forcing some manufacturers to stop using its location technology in favor of Google’s own solution. The PhoneFusion situation could mean other apps that duplicate Google’s current or future services could be affected if the company is more aggressive in taking on competitors.

Now, this could be all be a misunderstanding or PhoneFusion could have violated the developer rules in a more serious way than it imagined. But at the very least, it seems like shabby treatment for a longtime Android developer. PhoneFusion has helped attract users to the Android Market and was highlighted on the Android Market website at one point a couple of years ago. But for the developer to get no warning and not be able to fix their app and resubmit the original app seems extreme. Hollander said it’s also been very tough getting any word out of Google, though he admits other developers have that problem too.

Now as the platform owner, it’s not unexpected for Google to flex its muscles. Mobile is the company’s announced priority for this year and making more money from Android is certainly to be expected. But if PhoneFusion’s accusations prove true, it will show that Google could be taking a much stronger approach to its platform than previously thought. Android might not end up being as open as Google has preached. But it could be more profitable for Google in the end and potentially a little less friendly for developers and others in the ecosystem. We’ll have to see if this case is a glimpse of that or just an isolated event.

UPDATE: Google got back to me and shared a short statement: “We remove applications from Android Market that violate our terms of service.” A spokesman directed me to the Android Market Developer Distribution Agreement and Android Market Developer Program Policies. It’s unclear exactly what the problem is because Google has not officially said why it pulled the Visual VoiceMail app. It’s possible that the app may have been cited for offering an ad-free version on the web. In essence, it might have run afoul of the same non-compete clause that apparently got the Kongregate Arcade app pulled when it first went on sale in Android Market because it appeared to be too close to an app serving as an app store. If that’s the case, it could be another sign that Google is not going to tolerate apps that serve as competition for Android Market. I’ll update more as I get information.

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39 Responses to “Google Pulls VoiceMail App in Possible In-App Payment Move”

  1. What is unclear? Are all you people foreigners who can’t read English?

    Its quite clear. They say the developer violated 3.3, and 3.3 says if you wanna charge you have to use Googles system (already having a world wide distribution system for free).

    Now if you wonder “why now” that is a different story. But that’s like saying “why are you arresting me now officer, I’ve been getting away with this for years!”

    • With respect, some of you don’t seem to have the experience to understand the big picture..

      Some of you are replying as if 100% of cops out there are good cops.

      This is a situation where this cop is questionable and/or rotten. The cop breaks your tail light and then writes you a ticket. It’s not as clear cut to just say “oh you violated 3.3”

      Ever watch the movie Judge Dredd, Stalone is judge jury and executioner. However in the US of A, where I live we have three separate branches.. no ultimate power to lay the smack down on you… Google is pulling a Judge Dredd when it comes to suspending apps that they think hurts their revenue.

      Put your thinking cap on and think real hard guys.. The Amazon Store App, the Amazon MP3, and the Amazon Kindle app. Those apps process payments through Amazon, not through Google. Technically that violates 3.3 also, did they get banned?? Is Amazon paying Google their 30% cut? What back door deal did they make?

      So in this case, the cop is letting some people speed, but not others.

      I could cite more examples of shady things Google is doing on Android, but I hope you get my point already.

      • As referenced in the post’s update, Google’s “Android Market Developer Program Policies” clarifies what is allowed in many respects.

        “Paid and Free Applications
        “Developers charging for applications and downloads from Android Market must do so by using an authorized Payment Processor. Developers offering additional content, goods, or services for an application downloaded from Android Market must offer an authorized Payment Processor as the payment option.

        “The following are exceptions for the two requirements above:

        Where payment is primarily for a physical good or service (e.g. buying movie tickets; e.g. buying a newspaper app where the price also includes a hard copy subscription)
        Where payment is for digital content or goods that may be consumed outside of the application itself (e.g. buying songs that can be played on other music players)
        “Developers should not use the exceptions above as an alternative means to an authorized Payment Processor to collect payment for usage of applications.

        “Developers must not mislead users about the applications they are selling nor about any in-app services, goods, content or functionality they are selling.”

        You will notice that there is no requirement of exclusivity nor price-matching for additional content, goods and services offered through the Payment Processor. There is also a very large exception for digital content and goods that may be consumed outside of the application itself. That would seem to cover many of the types of digital content mentioned.

  2. I also had an app with 1.5 million+ downloads over 1 year. Same day they suspended Kongregate they suspended my lite and pro versions of my app. After several emails they pointed me to section 4.5 and I had to correct them that they falsely suspended me. If they ever get sued, I’d like to put in my email thread as well. In fact, in one of my email threads with them I told them they are committing the same crime Microsoft committed and the DOJ sued them for. Microsoft owned the OS and unfairly stiffiled browser choices.. Sound familiar?

    • Jonathan Hollander


      I am sorry to hear you have had a similar experienced to us. What was the name of your app ?

      Can you please try and get in contact with me.

      Just send an email to any of the links on web site and ask to be forwarded to me.

      Thank you

  3. Mr. Hollander,

    Admitting that you have violated the agreement puts you in a sad position. Google did the right thing as a company. If you compete with them and violate the terms they should kick you out – hard and fast. They need to show that you are not the only ones to be kicked out and that is going to be easy.

    Its a kind of irresponsible management to think that you can cheat them in their own court and not get the hit one day. You brought it on yourselves and now just try to win the public heart.

    I for one think that Google is right. Its business. And you played kind of foolishly.

    • Jonathan Hollander

      Mr Tal,

      I have not and do not admit that we have violated any agreement. In fact I have written to Google 3 times in the last 3 days asking for them to clarify what our infraction is.

      Surely, you can appreciate that after being in the market for over 2 years, and being “showcased” by Google when they first launched their web based Android Market we did not think we were doing anything wrong.

      Nevertheless we are prepared to try and comply with Googles terms and conditions if we knew what they were.

      I personally am the type of person that likes to sleep at night. I have never knowlingly cheated any sytems and dont plan to do so now or in the future.

      It seems you have a clearer undestanding than I do of how the system was cheated. Perhaps you could explain it to me.

      Paragraph 3.3 that Google refers to is EXTREEMLY ambigious in terms of our business model. As I said earlier we have asked Google for clarification specifically referencing our situation but have yet to hear back from them.

      I suggest you sign up for a FREE account on our systems and use our applicatioin before rushing to judgement and responding to this post.

  4. Google pulled an Apple here, then everybody burns Apple for something like this… Google has proven to be any different and a lot worse in customer service, so warnings is a just a street sign 10,000 miles from here.

    Don’t be evil, just help Google make more money…

  5. What seems to be missing here is the fact that google pulled an app without stating a reason, without asking for a cure and did so with such draconian consequences that no reasonable person could be expected to agree to such dictatorial conditions.

    This isn’t about collecting money or not….it’s about the power that google has and with such great power comes great responsibility and google have not acted responsibly.

    I am the CEO of phonefusion and I can say with all certainty that I have no problem giving google their “cut” had they asked us to. NOBODY in this company was aware that google believed our app was “in violation”

    We offer a FREE app and service that costs us money to provided each subscriber. We don’t make enough money on ad removal to even make this an issue for us — it’s peanuts and WAS ONLY DONE AT THE REQUEST OF END USERS who wanted a way to remove ads, our only source of revenue to bring you all a valuable service that has been downloaded close to 1 million times on android and used daily by hundreds of thousands.

    We will take our fight with google to the next level and fall on our sword for the sake if the entire marketplace so that no other develoer has to undure such a loss as we have.

    I’m shocked that ANY reasonable person would even say such things that are disparaging against a model developer Nd corporate citizen.

    What’s next Skype gets pulled because you can make paid phone calls from a “free” app?
    Amazon gets pulled because their “free” app allows purchases from one of the world’s largest inventory of goods and services?

    Please see this for what it is — big company bullying.

    • At least on Apple they handle chargebacks. I heard that even though Google is taking 30% they leave you on your own to handle chargebacks. Google is missing a golden opportunity here by veering away from the open web model and drinking the Apple/Facebook pricing koolaid. Microsoft/Nokia, if you are paying attention here is your chance to pull a ton of developers over to your platform.

    • Walt French

      I’ve spent $1K on a dinner for two and thought it was a great evening. Yes, extremely expensive. But nobody forced me to accept the price.

      As others have observed, there is NO revenue stream where 70% of something is less than 100% of nothing.

      If you want the sympathy of others in your efforts to get Google to reverse their actions, time to open up with the actual notice, info that indicates you didn’t submit an upgrade after Checkout was worked into the terms. Knock down all the suspicions that this is happening just the way that any reputable firm would proceed.

      I, for one, am only slightly surprised that when Google said they were going to clean up the Marketplace, these types of Google-harming, rather than customer-harming violations were the first to go. Still, contracts are contracts.

  6. Jonathan Hollander


    There are other competitors in the market who sell their products EXACTLY the same way as us. And they have not been suspended. They are discriminating against their largest competitor. This is unfair business. I am all for competition, but FAIR competition.

    The rules have also changed in the 2 years we have had our product in the Market. When we first submitted our app, there was no google checkout.

    Also lets not forget one other thing. Visa & Mastercard charge 3-4% MAXIMUM for processing purchases. Google wants to charge 10% I believe. Where is the fair business in that.

    Stay tuned for some of our Visual Voicemail and PhoneFusion 1 announcements about internationally available products coming soon to a country near you. We are working on a solution for our Japanese friends. (another reason we have Google nervous)

    • I am not particularly sympathetic to your appeals for fairness. But for me this adds weight to your argument.
      “The rules have also changed in the 2 years we have had our product in the Market. When we first submitted our app, there was no google checkout.”
      In your situation I would probably look into other marketplaces. There should be plenty springing up if Google’s new terms are onerous. Looking forward to your Japan announcement.

  7. >> It’s unclear when the language in section 3.3 began requiring payments through the “Payment Processor.”

    Why is it unclear? It should not be hard to find a revision history of the document and Google generally does a good job of explicitly tracking changes to its own public documents. Is that not the case here ? At the very least Visual VoiceMail should have a copy of the terms at the start of its own operations. It’s harder to be sympathetic to contract violators complaining about sudden enforcement than with those for whom terms have been changed out from under them.

    • Jonathan Hollander

      But there are dozens of other apps in the market doing the same thing (if not hundreds).

      Why the selective enforcement ? And why not give us a period to cure the violation.

      Surely being in the market for OVER 2 years counts for something !!

      And why make us lose our 10,000 comments and 4+ star rating that we earned over 2 years ?

      All we are asking is for them to be reasonable. Their actions seem excessive.

      The only difference between us and other apps in the market is we compete with Google directly and have the largest number of downloads than any other Visual Voicemail competitor. And lets not forget our “PhoneFusion One” product knocks the socks off of Google Voice !!

      BTW we are planning on complying with what google wants.

      The issue here is loosing our status.

      • From your response, I infer that the terms being enforced now are materially consistent with those you signed up for when you started operations. So you must have considered this risk in your strategy all along.
        You state that Google’s is unreasonably selecting against whom to enforce the rules. By implication, on the grounds that your company is a direct competitor. Looking at this another way, your risk analysis seems even more shaky. Is Google’s action not consistent with those of a vendor of a competing product ? Platforms are inherently risky for developers on them and there’s been quite a bit of discussion around this recently.

        Regardless of which marketplace, I would buy your product if it worked in my country. Google Voice is North America only and it may never get to Japan. International availability would be a great selling point for you.

  8. The thing is, the PhoneFusion app is not a paid app. You don’t have to pay to use the app itself. It has premium features that you pay for, but you don’t HAVE to pay to use the app. So why would Google say that Android users are paying for a free app? Maybe I missed something.

  9. Sounds pretty cut and dry

    “In this Agreement, “free” means there are no charges or fees of any kind for use of the Product”

    They were collecting fees on a “free” application. That is against the rules eh?
    They need to label their app as “trial” instead of “free” to charge to use it.

    • Jonathan Hollander

      The app is free and remains free for the entire time that you use it.

      It is NOT a trial and it does NOT require any keys or licenses to use it for any extended period of time. The same as our Visual Voicemail apps for WIndows Mobile, Iphone, and Blackberry.

      Feel fre to use it before rushing to judgement :)

  10. Hi This is Jonathan Hollander, the one mentioned in the article.

    To answer the 2 comments left so far. the VERY FIRST notice we received about being in violation of the google policies was on Tuesday evening 22nd February at 7.41pm This was also the same time that we found out that the app had been removed from the market. There was no warning or cure period given to us WHATSOEVER.

    KenG is right that people have the option to install apps from anywhere but its not like google makes that easy for the non technical sort. Users must ensure that “Unknown-Sources” is checked in settings. And they need to have some knowledge of side-loading apps.

    More importantly is that we would be OK to comply with the rules if we had just been told we were in violation.

    At this point we have lost :-
    1) The 500,000+ download COVETED rating that we earned over a 2 year period
    2) We lose the 4+ star rating
    3) We lose the 10,000+ comments that people have left – giving us credibility
    4) We lose the right to the name Visual Voicemail as our application as ALL apps in the market must have a unique name.
    5) we are no longer listed in the market whatsoever

    The point is whatever Google business decisions are they need to be
    1) unilaterally enforced
    2) FAIR. – Understanding that other organizations have build LEGITIMATE businesses that they have the power to destroy with a wrong assumption/email.

    • Justa Notherguy

      Dear World:

      Sure, we freely admit we’ve been cheating Google out of money that was rightfully due them, per our Android market agreement.

      But what bothers us is that other such cheats are still getting away with it. That’s patently unfair and, thus, nullifies the agreement.

      Angry Developer

    • Justa Notherguy

      Dear World:

      Sure, we’ve been cheating Google out of money that was rightfully due them, per our Android market agreement.

      But what bothers us is that other such cheats are still getting away with it. That’s patently unfair and, thus, nullifies the agreement.

      Angry Developer

    • Walt French

      Jonathon, do your arrangements with Google allow you to publish the contents of their letter, or perhaps just the part (if any) that details the violations that you have been found guilty of?

      I understand this might be sensitive, but inasmuch as GigaOM is trying this case in the press, and the article reads, “… Google never made clear what the violation was…” it might be helpful to get a bit deeper into how arbitrary Google is actually being; merely presenting the loss you have experienced strikes me as a bit short of the full story on which we’re being invited to bloviate upon.

  11. So if I want to get around paying Google its cut of an app I want to sell, let’s say I give away a free trial on the app store. Then when the trial period expires, the user can buy the app from within the trial version, bypassing Google altogether. Is that what Google is trying to prevent?

    I suppose it’s possible that Google does want a cut of fees for content or services sold through an app that is originally obtained through the market, but it’s not clear that is the case. If every developer used the above scheme, Google would be hosting the app store for free, so you can’t blame them for trying to protect the main source of revenue for operating the android market.

    In any case, developers have the option of not selling apps through Android market, as android devices can install apps independent of the market (unlike iOS devices). Google has no monopoly on the distribution of Android apps; not only can you distribute your own apps, but third parties like Amazon are also selling Android apps, and people can download and install apps from anywhere they choose.

    If Google is going to be criticized for this, it should be for not explaining their actions clearly (not the first time they’re guilty of that).

    • Jonathan Hollander

      Its not a trial version. Its free. And remains free forever.

      “…… android devices can install apps independent of the market”

      On AT&T devices one cannot install applications that are not downloaded from the market.

      And although on other devices one can install applications from outside the market, some settings have to be changed (depending on the device) and for the average user (non techie or lets just call them an Android beginner) that is not the same one step process as installing something from the market.

  12. It’s hard to believe that Google did not give a warning, but if they did not, I believe that they should have. With long agreements, it’s easy for a developer to miss something and not be in compliance.

    • Jonathan Hollander


      Here is a complete copy of the very fist email we got from Google about this.

      From: [email protected] [mailto:[email protected]]
      Sent: Tuesday, February 22, 2011 7:41 PM
      To: [email protected];
      Subject: Notification from Android Market

      This is a notification that the application, Visual VoiceMail with package ID has been removed from Android Market due to a violation of the Developer Content Policy. Please review the Content Policies and Business and Program Policies before you create or upload additional applications. Note that repeated violations may result in a suspension of your Android Market Publisher account.

      For more information, or to contact us, please reply to this email, or visit the Android Market Help Center.


      The Android Market Team