URGENT!!! Global problem with displaying UMP messages in the EU - "Do not consent" button sometimes appears

[Christopher]

Hello,

I am writing to report a serious problem with the display of the UMP consent dialog for EU users in my Android applications. In the consent dialog configuration, I have disabled the option to display the "Do not consent" button. However, I have noticed that occasionally (about once in 10-20 views of the consent dialog), when the dialog is displayed, the "Do not consent" button unexpectedly appears as well. I have verified that the problem occurs regardless of the "user-messaging-platform" version. The problem also occurs in other applications, so it is clearly a global problem on your side.

Please solve this problem as soon as possible!

[Mobile Ads SDK Forum Advisor]

Hi Christopher,

Thank you for contacting the Mobile Ads SDK support team.

Can you please confirm if the reported issue is replicating in our Google Android Java BannerExample and Kotlin BannerExample? If so, kindly share us with the below information for further investigation:

• app ID
• ad unit ID
• Video recording of the issue 
• Sample project if possible

You can provide the following details via reply privately to the author option or below link.

If the file(s) you are looking to share are less than 25mb in total you can attach them to this case on your next reply. If you are having trouble attaching your file to this case or if your file(s) are larger than 25mb, you can share your files with me by performing the following steps:

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2. Fill out all fields, and attach your file(s).

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Mobile Ads SDK Team

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[2025-04-10 09:45:18Z GMT] This message is in relation to case "ref:!00D1U01174p.!500Ht01pSRdc:ref" (ADR-00299405)

[Christopher]

I have attached a video showing the problem under the link provided in the previous message. In a private response I have attached additional information about the application.

As you can see at the beginning, the consent window is displayed correctly several times (there are only two buttons). From the 56th second of the video, you can see that after the next launch of the application, the consent window contains 3 buttons (additionally, there is a "Do not consent" button, which should not be there).

I noticed this problem today. Before that everything was working fine for over a year. The problem occurs in all my Android apps. Similar problem occurs in other apps downloaded from Google Play Store (other developers). This is clearly a global problem on your side. I have configured consent windows for all my apps in AdMob so that only two buttons should be displayed: "Consent" and "Manage options". Unfortunately, from today, a third button, "Do not consent", which I disabled in the AdMob configuration, is also displayed from time to time.

I cannot confirm the issue for the "Java Banner Example" sample application because there the window is configured to always display 3 buttons.

Please solve this problem as soon as possible!

[Mobile Ads SDK Forum Advisor]

Hi Christopher,

As you mentioned that you're unable to reproduce the issue in our sample application, could you please share your sample project and along with the earlier requested files.

Kindly note that we have not received any files. Would you reshare the requested files through the link below?

If the file(s) you are looking to share are less than 25mb in total you can attach them to this case on your next reply. If you are having trouble attaching your file to this case or if your file(s) are larger than 25mb, you can share your files with me by performing the following steps:

1. Navigate to https://docs.google.com/forms/d/e/1FAIpQLSfkAiXMeYP-fw1W3Z-tT9uwmATEKO5X6S-th0gR2ezdKaaqfg/viewform?usp=pp_url&entry.400550049=Mobile+Ads+SDK&entry.460850823=500Ht00001pSRdcIAG&entry.80707362=00299405

2. Fill out all fields, and attach your file(s).

3. Please reply back to this thread when you have uploaded your file(s). Please do not share this link.

Thanks,
 

Mobile Ads SDK Team

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[2025-04-10 21:45:06Z GMT] This message is in relation to case "ref:!00D1U01174p.!500Ht01pSRdc:ref" (ADR-00299405)

[Christopher]

It's not that I can't reproduce the problem in your sample application. Your sample app is configured to always show 3 buttons in the consent window. Change the configuration to disable the "Do not consent" button and you will be able to reproduce the problem yourself. I've been testing this all day today on my own and other apps from the Google Play Store, and regardless of the UMP library version, the issue affects all apps. 

From what I've noticed, the problem doesn't occur if the consent window is shown for the first time (for example, right after installing the application). But if I open the application again and call "requestConsentInfoUpdate" and then "showPrivacyOptionsForm", then once in a while the problem occurs that the "Do not consent" button is visible, although it shouldn't be visible.

I don't know why my video file didn't reach you. I used the correct link. I sent the same thing again. 

I don't know if I'm talking to a bot. If so, I'd like a human to handle this issue, because this is a serious issue affecting all apps using the consent window in the EU.

[Mobile Ads SDK Forum Advisor]

Hi Christopher,

Thanks for sharing the video file.

We're having difficulty reproducing the issue on our end. Could you help us by providing Charles logs for both scenarios, where the "Do Not Consent" button is not visible, as well as when it is visible? Additionally, could you share your sample project reproducing issue. This information will help us conduct a thorough investigation and check with wider team if required.

If the file(s) you are looking to share are less than 25mb in total you can attach them to this case on your next reply. If you are having trouble attaching your file to this case or if your file(s) are larger than 25mb, you can share your files with me by performing the following steps:
1. Navigate to
https://docs.google.com/forms/d/e/1FAIpQLSfkAiXMeYP-fw1W3Z-tT9uwmATEKO5X6S-th0gR2ezdKaaqfg/viewform?usp=pp_url&entry.400550049=Mobile+Ads+SDK&entry.460850823=500Ht00001pSRdcIAG&entry.80707362=00299405

2. Fill out all fields, and attach your file(s).

3. Please reply back on this thread when you have uploaded your file(s). Please do not share this link.

 

Thanks,
 

Mobile Ads SDK Team

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[2025-04-11 06:01:14Z GMT] This message is in relation to case "ref:!00D1U01174p.!500Ht01pSRdc:ref" (ADR-00299405)

[Christopher]

I understand that Charles Proxy logs would be helpful in diagnosis. However, due to my privacy concerns, I would rather not share full network activity logs.

I have attached a new video showing specifically where the problem is:
1. After installing the application I call "requestConsentInfoUpdate" and after receiving the response I call "loadAndShowConsentFormIfRequired". As you can see the consent window appears correctly with two buttons "Consent" and "Manage options".
2. I call "requestConsentInfoUpdate" again and after receiving the response I call "showPrivacyOptionsForm". As you can see the consent window appears correctly again.
3. I call "requestConsentInfoUpdate" for the third time and after receiving the response I call "showPrivacyOptionsForm". Now the window is displayed with three buttons, which is incorrect. The "Do not consent" button should not be visible as before.

I have also attached a sample APK file that I used to record the video. 

I have tested many apps from the Google Play store on my dozen or so devices on different internet networks. I have also tested the apps on remote devices (Samsung Test Lab) in EU countries. The problem described occurs everywhere. It is a global problem on your side! The problem appeared yesterday, before that everything was OK.

[Mobile Ads SDK Forum Advisor]

Hi Christopher,

The requested items are essential for our investigation. Without them, we will not be able to proceed further in identifying the root cause of the issue. We kindly request your support in providing the necessary information sample project (not the apk file) and charles logs.This information will help us conduct a thorough investigation and check with the wider team if required.

If the file(s) you are looking to share are less than 25mb in total you can attach them to this case on your next reply. If you are having trouble attaching your file to this case or if your file(s) are larger than 25mb, you can share your files with me by performing the following steps:

1. Navigate to

https://docs.google.com/forms/d/e/1FAIpQLSfkAiXMeYP-fw1W3Z-tT9uwmATEKO5X6S-th0gR2ezdKaaqfg/viewform?usp=pp_url&entry.400550049=Mobile+Ads+SDK&entry.460850823=500Ht00001pSRdcIAG&entry.80707362=00299405

2. Fill out all fields, and attach your file(s).

3. Please reply back on this thread when you have uploaded your file(s). Please do not share this link.

Thanks,
 

Mobile Ads SDK Team

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[2025-04-11 20:28:20Z GMT] This message is in relation to case "ref:!00D1U01174p.!500Ht01pSRdc:ref" (ADR-00299405)

[Christopher]

I don't understand your approach to this matter. I've already put a lot of effort into providing you with hard evidence of a global EU consent window bug. Why do you need my test app code? It's just simple calls to "requestConsentInfoUpdate", "loadAndShowConsentFormIfRequired" and "showPrivacyOptionsForm".

I don't have time to create logs and send them to you. You can do it yourself.

Please just report this global bug to the appropriate team so they can fix it ASAP. 

[Mobile Ads SDK Forum Advisor]

Hi Christopher,

I will check this issue “Do not consent appears again” with the wider team and one of my team members will reach out to you once we have an update. Meanwhile your patience is appreciated. 

Thanks,
 

Mobile Ads SDK Team

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[2025-04-14 03:53:40Z GMT] This message is in relation to case "ref:!00D1U01174p.!500Ht01pSRdc:ref" (ADR-00299405)

[Christopher]

It's getting worse. Currently, almost every time you call "requestConsentInfoUpdate" and "showPrivacyOptionsForm", a consent window with a "Do not consent" button is displayed, even though it is disabled in the AdMob configuration.

The issue is global and affects all apps from the Google Play Store that display the consent dialog in the EU.

[Andreas]

I can confirm that this is happening with other apps as well, and is not unique to Christopher. At least two of my published apps now show the dialog with a "do not consent" option, although they were set up to be displayed without (and I just double-checked that they still are).

[Christopher]

It's been almost 2 weeks since this bug was reported. When will it be fixed?

[Mobile Ads SDK Forum Advisor]

Hello Christopher,

Thanks for reaching out.

This is working as intended.

If the app is asking the user for consent for the first time (and it's not a revocation scenario), only two buttons will appear on the form, provided it's configured that way in the AdMob/GAM UI. Now for all revocation-only requests we are showing the "Do Not Consent" button regardless of publisher configuration. 

See "Consent revocation" section in About European regulations messages, and the AdMob Help Center article will be updated accordingly.
 

Thanks,
 

Joshua Hui Mobile Ads SDK Team

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[2025-04-22 20:24:21Z GMT] This message is in relation to case "ref:!00D1U01174p.!500Ht01pSRdc:ref" (ADR-00299405)

[Grabow Commuter]

... did you found a solution? I have the same problem. One button -> no ads will crash the business model.

Best
Commuter Team

[Grabow Commuter]

Hallo,

we realized the same issue. Our app is financed ad based. If the user can choose "do not consent" with one single button, we can't maintain our business anymore.

So, I wonder how others do solve this. Any workaround, which is - maybe in "grey-zone" -  of   EU ePrivacy Directive?

Best
Commuter Team

[Mobile Ads SDK Forum Advisor]

Hello all,

Thanks for reaching out.

Per my previous email, if the app is asking the user for consent for the first time (and it's not a revocation scenario), the number of buttons appear on the form depend on the configuration in the AdMob/GAM UI.

But now for all revocation-only requests, we are showing the "Do Not Consent" button regardless of the configuration. 

See "Consent revocation" section in About European regulations messages, and the AdMob Help Center article will be updated accordingly.

 

Thanks,
 

Joshua Mobile Ads SDK Team

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[2025-04-28 16:06:28Z GMT] This message is in relation to case "ref:!00D1U01174p.!500Ht01pSRdc:ref" (ADR-00299405)

[Christopher]

What if after 13 months the consent expires and the consent window reappears automatically? Will the "Do not consent" button always be visible regardless of the configuration in AdMob?

[Mobile Ads SDK Forum Advisor]

Hello Christopher,

Thanks for the follow-up.

We encourage publishers to call for and attempt to gather consent at every app start. An app start refers to when a user explicitly closes the app and then reopens it, or when the operating system terminates the app and the user subsequently launches it again. This practice ensures that any changes to the ATP list or the expiration of the consent string are typically addressed the next time the user opens the application.

If a user keeps an app running continuously without terminating and relaunching it, the consent form will not be shown due to an expired string.

However, in real-world usage, it is unlikely that many users will have solely expired consent due to an extremely long-running app session, as devices typically undergo restarts (e.g., for system updates or battery management), which would trigger a new app start.

 

Thanks,
 

Joshua Hui Mobile Ads SDK Team

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[2025-04-29 20:47:38Z GMT] This message is in relation to case "ref:!00D1U01174p.!500Ht01pSRdc:ref" (ADR-00299405)

[Christopher]

I don't mean that the app works without terminating and restarting for 13 months. I know this is unlikely.

The documentation states that consent must be obtained again every 13 months:

https://support.google.com/admob/answer/9999955

After 13 months since the previous user decision, and after calling "requestConsentInfoUpdate", the function "UserMessagingPlatform.loadAndShowConsentFormIfRequired()" shows the consent window again. The question is whether the "Do not consent" button will also be visible in this case, even though it is hidden in the consent window configuration in AdMob.