What to include in photos for your gift card support case

To continue your gift card support case, follow these directions to upload photos of all documents that verify proof of purchase.

Photos must not be cropped or edited.

If you think you might be a victim of a scam involving Apple gift cards, learn more about gift card scams. If you still think you are a victim after reviewing, use the "I'd like to report a gift card scam" option when completing the form provided to you by an Advisor.

If you have a physical gift card

  1. Find a flat, well-lit surface area, like a table or desk. Then, gather:

    • The gift card involved in your claim

    • The gift card purchase receipt

    • An activation slip, if provided by the retailer

    • The original gift card enclosure packaging, if available

    • A pen

    • Your case number, as provided by an Advisor

  2. Use a pen to clearly write your case number provided to you by an Advisor on the front of your purchase receipt.

  3. Make sure that the purchase receipt includes:

    • The gift card's activation information, such as the serial number or the last three or four digits of the gift card's unique identifier.

    • Purchase date.

    • Retailer name and address, including the street, city, state, and postal code. If the receipt doesn't include this information, clearly handwrite the missing details in pen on the front of the receipt.

    • A line-item sale for an iTunes or Apple Gift Card.

  4. Place the gift card face up on your flat surface. Next to the gift card, arrange the purchase receipt, and, if available, the enclosure packaging and activation slip. Arrange all items so they will be clearly visible in one photo.

    An illustrative example of the items needed in a gift card fraud support case, including a receipt, the gift card, the gift card packaging, and activation slip.

  5. Take a photo that includes all items you arranged. Learn how to take a photo with your iPhone

    • Photos must not be cropped or edited.

    • Make sure the entire receipt is visible, including all four corners.

    • If the receipt is too long, you can submit multiple photos to show all of it or fold it, provided all necessary information is still clearly visible on the receipt.

  6. Flip the gift card over to show the back of the card, without moving the other items. Take a second photo of all items together.

  7. If you have more than one gift card involved in your claim, repeat the process. Take photos of the front and back of each gift card with their receipts, and, if available, their enclosure packaging and activation slips.

  8. Upload your photos using the upload link provided to you by an Advisor.

    • A maximum of 20 gift cards can be uploaded for each upload link. If you have more than 20 gift cards, upload 20 gift cards for each link.

    • The upload link is valid for 30 days. If your link is expired, contact Apple Support.

If you have a digital gift card

If the gift card was purchased from the online Apple Store or another online retailer

  1. Search your email for the gift card receipt.

  2. Print your receipt.

    • If your gift card was purchased from the online Apple Store, make sure the web order number is visible.

    • If your gift card was purchased from another retailer, clearly handwrite the gift card activation code in pen on the front of the receipt.

  3. Place your receipt on a well-lit, flat surface and take a photo. Photos must not be cropped or edited. Learn how to take a photo with your iPhone

  4. Upload your photos using the upload link provided to you by an Advisor.

    • A maximum of 20 gift cards can be uploaded for each upload link. If you have more than 20 gift cards, upload 20 gift cards for each link.

    • The upload link is valid for 30 days. If your link is expired, contact Apple Support.

If the gift card was purchased from the App Store or iTunes Store

  1. Locate your gift card purchase in your online purchase history. Learn how to view your purchase history for the App Store or iTunes Store

  2. Take a screenshot of the gift card purchase. Learn how to take a screenshot on your iPhone or how to take a screenshot on your Mac

  3. Upload your photos using the upload link provided to you by an Advisor.

    • A maximum of 20 gift cards can be uploaded for each upload link. If you have more than 20 gift cards, upload 20 gift cards for each link.

    • The upload link is valid for 30 days. If your link is expired, contact Apple Support.

Next steps

When you have submitted all required photos for all cards involved in your case, Apple will contact you by email within 14 days to provide an update on your case.

If additional information is needed to process your case, such as banking information or your address, or your submitted photos don't meet the requirements, Apple will email you.

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