Service for AppleCare+ for Business
You can submit AppleCare repair requests or approve requests from your users.
Repair credits
A single repair credit is used to cover the cost of repair for an iPhone, iPad, Mac, or Apple TV. This includes multiple issues that may be wrong with the device at the time the device is given to AppleCare for repair—including spills and cracked screens. Repairs within the first year covered by the manufacturer’s warranty won’t consume a repair credit.
Important: AppleCare won’t cover abuse or beyond economical repair situations. Repair coverage is subject to AppleCare+ for Business Terms and Conditions.
The repair credits are shared across the entire organization and can be used for any device covered under a device plan, or any device covered under a user plan. This means that if your organization has 20 repair credits, all 20 repair credits could be used for one covered device. Every time a repair credit is used, the oldest repair credit in the organization is consumed.
Every time a user is removed from a plan (the user is deactivated, deleted or removed from the Smart Group assigning the subscription) the repair credit or credits that plan contributed for that user or device are removed.
Repair credit schedule
Plans that have AppleCare+ for Business include up to two credits that renew annually. The renewal date is the first day of the month, a year after the plan was added. Any repair credit can be used for any device associated with a plan with AppleCare+ for Business. Therefore, a repair likely doesn’t need to wait for the renewal date if the included credits are used. The total number of repair credits and the renewal dates can be seen in Service & Support Settings > Show Repair Credit Schedule. This information consists of the following:
Issued: This column represents how many credits were added per month to the total number of credits through a purchase of a plan. Plans that include one device seat add one credit and plans that include three seats adds two credits.
Renewed: This column represents how many credits renewed per month. This number may be lower than that of the initial purchase if there are fewer renewed plans.
Used or Removed: This column represents how many credits were used per month. Credits are also removed when a plan is canceled.
Balance: This column represents the total number of credits available at the end of the month.
Communication about repairs
As a device goes through the repair process, it can be in various states. Apple communicates information on repair requests, repair status, and pickup information to the user and any user whose role has permissions to create, edit, and delete AppleCare repair requests.
Request Pending: The user submitted a repair request in the Apple Support app and entered a note about the repair. The user is notified from Apple Business to the email address associated with their account. Any user whose role has permissions to create, edit, and delete AppleCare repair requests can choose to approve the request unless auto-approval for repair credits is on, in which case the request moves to Request Approved automatically.
Request Denied: If auto-approval is off, users whose role has permissions to create, edit, and delete AppleCare repair requests can deny the request.
Request Created: The repair has been created but the repair isn’t in progress yet.
Request Approved: The repair has been approved but the repair hasn’t been scheduled with AppleCare. This status includes requests from the user and repairs set up by any user whose role has permissions to create, edit, and delete AppleCare repair requests.
Request Expired: The repair wasn’t booked with AppleCare within 30 days from the time the request was approved.
Repair Canceled: Any user whose role has permissions to create, edit, and delete AppleCare repair requests can cancel the request after it has been approved. The cancellation needs to occur before AppleCare is engaged (for example, the repair is booked).
Repair in Progress: The repair has been started with the chosen service provider. Cancellation is no longer possible at this point.
Repair Complete: The device has been returned to your organization or directly to the user. A final repair diagnosis is included in the repair status.
Ready for Pickup: The device has been repaired or replaced and is ready for the user who scheduled the repair to pick it up.
Repair process when requested by a user
In order to request an approval the user needs to begin the process using the Apple Support app or the Apple Business app. In the Apple Business app, the Devices tab provides users with an easy way to view basic information about the devices they’re signed in on. The managed devices also show more information and actions, such as the ability to initiate repair requests using the Apple Support app or the Apple Support website.
When requesting an approval, the user is taken through steps that result in entering a symptom and a note which is displayed in the Device Repair tab for any user whose role has permissions to create, edit, and delete AppleCare repair requests. This step results in the Request Pending status unless auto-approval is turned on, in which case the request has the Repair Request Approved status.
Manually initiate a repair
A user whose role has permissions to create, edit, and delete AppleCare repair requests can create a repair for a device covered by AppleCare+ for Business.
Note: Repairs are currently only for devices in the United States.
In Apple Business, sign in with a user whose role has permissions to create, edit, and delete AppleCare repair requests.
To view roles and permissions, see Intro to roles and permissions.
In your browser, choose Devices > Service & Support.
Choose one of the following:
Search for, then select a device to repair. See How to search.
Select Add
, then search for the device to repair.
If necessary, enter any notes about the repair.
Decide if you want to use a repair credit or add to your monthly bill.
Select Create Repair to initiate the repair process and automatically send the user associated with the device (signed in with their Managed Apple Account) instructions for scheduling the repair.
The repair will have a unique Repair Request ID that’s visible on the device page on the Service & Support page. This ID allows you and the user to track the repair.
Set up automatic repair approval
If you don’t want to manually approve each repair request, you can automatically approve those requests. During repairs, devices are automatically placed in repair mode where Automated Device Enrollment is turned off.
Note: Auto Approval can use only repair credits.
In Apple Business, sign in with a user whose role has permissions to create, edit, and delete AppleCare repair requests.
To view roles and permissions, see Intro to roles and permissions.
In your browser, choose Devices > Service & Support.
Turn on Auto Approval.
Carefully read the warning, then select Turn on.
Manually approve or deny a repair
If “automatically approve repairs” is turned off, you need to manually approve all repairs.
In Apple Business, sign in with a user whose role has permissions to create, edit, and delete AppleCare repair requests.
To view roles and permissions, see Intro to roles and permissions.
In your browser, choose Devices > Service & Support.
Select or search for a repair request in the search field. See How to search.
Select the repair request.
Choose one of the following:
Approve to authorize the repair, select either repair credits or add to your monthly bill, select “I accept putting this device into repair mode,” then select Confirm.
Decline to decline the repair. If necessary, enter a reason for declining the repair, then select Confirm.
Schedule a repair
After a repair is created, the user associated with the device (signed in with their Managed Apple Account) is sent an email with instructions on how to schedule the repair. A user whose role has permissions to create, edit, and delete AppleCare repair requests can also schedule the repair.
Note: The repair needs to be scheduled with a Managed Apple Account associated with a plan that includes AppleCare+ for Business.
In Apple Business, sign in with a user whose role has permissions to create, edit, and delete AppleCare repair requests.
To view roles and permissions, see Intro to roles and permissions.
In your browser, choose Devices > Service & Support.
Select or search for a repair request in the search field. See How to search.
Select a repair that’s been approved, then select Schedule Repair.
You can schedule a repair using one of the following methods:
The Apple Support app
On the https://getsupport.apple.com/ website
Phone support
The symptom”that’s entered on the Apple Support website is displayed in Apple Business for that device in Device Repairs.
A user whose role has permissions to create, edit, and delete AppleCare repair requests and a user associated with the device (signed in with their Managed Apple Account) can choose the repair option most convenient for them.
Apple Store locations: It’s always best to make an appointment when possible.
Apple Authorized Service Providers: It’s always best to make an appointment when possible.
Mail-in repair: The repair is confirmed online and a box is sent to you.
Express replacement: For iPhone and iPad devices, a replacement device can be sent to you. The damaged device is sent back to AppleCare after receiving the replacement.
Prepare for a repair
When you create a device repair, you need to also prepare the device. Devices no longer automatically point to the Apple Business device management service until the repair is complete or you cancel the repair. See Assign, reassign, or unassign devices.
For iPhone or iPad: You need to turn off Find My and erase the device. You can do this from the device page in Apple Business for organization-owned devices, or directly on the device using Erase All Content and Settings. See the following:
iPhone User Guide: Erase iPhone
iPad User Guide: Erase iPad
For Mac: If the Mac supports a firmware password and you set it manually, you need to turn it off. See the Apple Support article Set a firmware password on your Mac.
Cancel a repair
In some cases you may want to cancel a repair. A user whose role has permissions to create, edit, and delete AppleCare repair requests and a user associated with the device (signed in with their Managed Apple Account) can cancel a repair if the repair isn’t in progress.
In Apple Business, sign in with a user whose role has permissions to create, edit, and delete AppleCare repair requests.
To view roles and permissions, see Intro to roles and permissions.
In your browser, choose Devices > Service & Support.
Select or search for a repair request in the search field. See How to search.
Select a repair that’s been approved, then select Cancel Repair.
Carefully review the warning and, if necessary, enter a reason for canceling the repair, then select Confirm.
The repair credit used is returned if a repair is canceled.