Prepare your iPhone or iPad for service

Before you bring your device in or send it to Apple for a service, follow these steps to help protect your personal information and save time on your repair.

Never give your Apple ID password, device passcode or account security details to anyone else. Neither Apple nor Apple Authorised Service Providers will ask for this information.

For some instances of software support, you may be asked to enter your device passcode or Apple ID password. Always remain present while the technician has access to your device.

Prepare your device for service

Follow these steps before you bring your device to an Apple Store or Apple Authorised Service Provider, or before you send it to Apple. Depending on whether you’re bringing your device in or sending it, you can find additional steps in the next sections.

If your device is unresponsive or you otherwise can’t complete some of the steps, do as many as you can. You may also be able to complete some steps on the web on your Apple ID account page.

  1. Back up your iPhone or iPad:

  2. Turn off Apple Cash: go to the Settings app, scroll down, then tap Wallet & Apple Pay. Then turn off Apple Cash.

  3. Remove your cards and passes from Apple Wallet: open the Wallet app, select a card or pass, tap the More button, then tap Card (or Pass) Details. Tap Remove Card (or Pass).

  4. Turn off Find My: go to the Settings app > your name > Find My, then tap “Find My [Device]” and turn it off*. If you can’t turn off Find My this way on your iPhone, go to the Find My app or, select your iPhone, then select Remove This Device and follow the onscreen instructions to prepare it for repair.

*To prevent anyone else from getting your device serviced without your knowledge, Apple may not be able to service your device if Find My isn’t turned off.

If you’re bringing your device in for a service

If you’re bringing your device in to an Apple Store or Apple Authorised Service Provider, you should also check whether you need an appointment. For example, you should schedule a Genius Bar reservation before you go to an Apple Store.

When you go to the service location, you should bring:

  • Your device and any accessories that you need help with

  • If possible, your sales receipt (some repairs may require proof of purchase)

  • A form of personal identification, such as a driving licence, passport or other government-issued ID

Need help with an appointment or figuring out your options? Find your service and support options

If you’re sending your device to Apple for a service

To send your device to Apple for service, you need to take a few extra steps to prepare your device.

  1. After you’ve backed up your device, erase it to protect your personal information and remove it from your Apple ID: in Settings, tap General > Transfer or Reset iPhone (or iPad), then tap Erase All Content and Settings. You need to enter your Apple ID password to confirm.

  2. If needed, suspend your mobile service:

    • If your device uses a physical SIM, remove it.

    • If your device uses an eSIM, contact your wireless provider to get a new eSIM or suspend service if needed.

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