The UpdateLead
Depop Limited's v2.396.1 update for its iOS app, released May 28, 2026, has triggered a significant positive shift in user sentiment, with reviews praising the platform's previously criticized customer service.
Unannounced ShiftRelease Summary
The app's average rating on the iOS App Store climbed by 0.75 stars, from 2.94 to 3.69, in the days after the update. This change appears directly linked to a perceived improvement in support quality, a key friction point for users of the popular fashion resale marketplace.
The app, which has over 1 million downloads in the last 30 days, did not provide detailed release notes for v2.396.1. Depop's help center states generally that the company is "always making changes and improvements to the app." N[2]o official press releases from Depop in May 2026 announced a specific overhaul of customer service operations, making the user-reported improvement an unconfirmed but impactful event.
The app, which has over 1 million downloads in the last 30 days, did not provide detailed release notes for v2.396.1. Depop's help center states generally that the company is "always making changes and improvements to the app." N[2]o official press releases from Depop in May 2026 announced a specific overhaul of customer service operations, making the user-reported improvement an unconfirmed but impactful event.
Sentiment ReversalUser Reception
The contrast in user feedback before and after the update is stark. Prior to v2.396.1, reviews frequently cited poor support. One 1-star reviewer on version 2.396 described it as "AWFUL support," stating Depop "is always on the scammers side."
After the update, a new narrative emerged. A 5-star review for version 2.396.1 explicitly praised the app for its "Wonderful resale app, easy to buy and sell. Excellent customer service." This reversal suggests a possible, unannounced internal change in Depop's support processes, which are known to be digital-only and use AI agents for initial responses.
After the update, a new narrative emerged. A 5-star review for version 2.396.1 explicitly praised the app for its "Wonderful resale app, easy to buy and sell. Excellent customer service." This reversal suggests a possible, unannounced internal change in Depop's support processes, which are known to be digital-only and use AI agents for initial responses.
New ProblemsBreaking Changes
While some users praise the support, the v2.396.1 update period coincides with the rise of new, critical issues. A primary complaint involves sellers being unable to access their money. As one 1-star reviewer on v2.396.1 stated, "i’ve got 42 dollars in my ‘depop balance’ that i havent been able to withdraw." This appears linked to the rollout of a new "Depop Balance" wallet system for U.S. sellers earlier in 2026.
Another growing concern is the use of artificial intelligence for product images. A 2-star review noted, "a ton of sellers using AI photos which is unfair to buyers... The modeled item is not what you get." This user practice is distinct from Depop's official AI tools, which are meant to generate text descriptions, not create images of items.
Another growing concern is the use of artificial intelligence for product images. A 2-star review noted, "a ton of sellers using AI photos which is unfair to buyers... The modeled item is not what you get." This user practice is distinct from Depop's official AI tools, which are meant to generate text descriptions, not create images of items.
Fragile TrustExpert Verdict
The praise for Depop's customer service, while significant, appears fragile. Without a public acknowledgment or sustained improvement, sentiment could easily revert if the positive experiences do not continue. The platform's large user base means any friction in core functions has an immediate effect.
More pressingly, Depop now faces two new challenges that threaten platform trust. The seller payout issues could damage seller retention if not resolved transparently. Simultaneously, the company will likely need to establish a clear policy on AI-generated imagery to prevent potential fraud and protect buyers, addressing a gap between its rules and emerging seller practices.
More pressingly, Depop now faces two new challenges that threaten platform trust. The seller payout issues could damage seller retention if not resolved transparently. Simultaneously, the company will likely need to establish a clear policy on AI-generated imagery to prevent potential fraud and protect buyers, addressing a gap between its rules and emerging seller practices.