Hi developer,


Thanks for contacting Google Play Developer Support.
I understand you're not able to use your app’s original keystore and after checking we noticed that your app "********" was not enrolled in Google Play app signing. You can double check in the play console> under your app > Release Management > App signing.
Kindly note, we are only able to reset the upload key if you are enrolled in Google Play app signing. The only solution to this issue is to publish a new app with a new package name and a new key. In order to transition existing users to the new app, you’ll need to update the original app’s description with a link to the new app and unpublish the original app.
I absolutely understand this is a significant inconvenience, however, due to security concerns Google does not keep a copy of your keystore and at this time we do not support the deletion of apps or the re-use of package names.
I apologize that we are not able to assist the upload key reset request.
If you have any other questions about using the Play Console, please let me know and I’ll be happy to help.

Regards,
Liz
Google Play Developer SupportDid you know we offer chat support in English? You can chat with us Monday through Friday, 12 a.m. to 12 a.m. Greenwich Time (GMT).