What to expect when in contact with Apple Support

If you contact or receive communications from Apple Support, you may be asked to provide some information to help troubleshoot your issue.

How Apple Support verifies your Apple Account

Apple Support may ask you to provide a Support PIN. A Support PIN is temporary and generated on https://account.apple.com after signing into your account. It allows Apple Support to confirm that you are the account owner. The Support PIN does not provide access to your device, account or data. If you are sent a link to generate the Support PIN, do not click it as it could be a scam. Follow the link above, or type "https://account.apple.com" into your browser.

If you're asked to confirm your Apple Account when you contact Apple

Avoid social engineering schemes

Apple representatives will never contact you and ask you to:

• Open a link that you've been sent and sign in to a website.

• Provide your password, device passcode, or two-factor authentication code or to enter it into a web page, even if it looks like an official Apple website.

• Tap "Allow" on your device so that another device can sign in to your account.

• Change account security settings, such as adding a new trusted phone number for your account.

• Turn off security features like two-factor authentication or Stolen Device Protection.

• Turn off Find My to help you find a lost or stolen device, or as part of an AppleCare+ with Theft and Loss claim. You might be asked to turn off Find My (or remove a device from Find My) as part of setting up a repair with AppleCare, Apple Retail, or an authorised service provider, or when you trade in or return a device directly to Apple.

If someone claiming to be from Apple asks you for any of the above, they are a scammer engaging in a social engineering attack. Hang up the call or otherwise terminate contact with them.

Find out more about how to protect yourself from social engineering and other types of fraud