Get your iPhone, iPad, or iPod touch ready for service

To protect your information and save time, follow these steps before you get service for your device.

Before you bring in your device

Follow these steps before you take your device to an Apple Store, Apple Authorized Service Provider, or carrier. If your device won't turn on or respond, finish as many steps as possible:

  1. Back up your iOS or iPadOS device.
  2. Have your Apple ID password ready. For some repairs, you'll need your Apple ID password to erase your device and turn off Find My.*
  3. If your device needs battery service, make sure that the battery percentage is at 30% or less when you bring it in, if possible. This will save time on your repair.
  4. Turn off Apple Cash and remove your cards and passes. If your device is unresponsive, sign in to appleid.apple.com, select Devices, then select the unresponsive device. Under Wallet & Apple Pay, select Remove Items.*

*Apple Cash is only available in the U.S.

You can use the Wallet app to transfer your existing cards from your previous device to another device. Your previous device must be nearby and connected to the internet. Be sure all transit and e-Money cards are removed from the Wallet app. If your device is unresponsive, sign in to appleid.apple.com, select Devices, then select the unresponsive device. Under Wallet & Apple Pay, select Remove Items.

If you haven't already, check whether you need an appointment before you go to a service location. For example, schedule a Genius Bar reservation before you go to an Apple Store. When you go, remember to bring these items:

  • Your sales receipt (if possible), in case your service requires proof of purchase
  • Your device and any accessories that you need help with
  • A form of personal identification, such as a driver’s license, passport, or other government-issued ID

*If you're unable to turn off Find My, Apple might not be able to service your device. This policy is in force to prevent unauthorized persons from servicing your device without your knowledge. If you don't remember your Apple ID and password, go to iForgot.

Before you send your device

Learn how to ship your device to Apple for repair or replacement.

Send in your device for repair or replacement

Take these steps before you send in your device. If your device won't turn on or respond, finish as many steps as possible:

  1. Back up your iOS or iPadOS device. To protect your data, erase your iOS or iPadOS device. 
  2. Remove your device from your Apple ID device list.
  3. Remove the SIM card from your iOS device or iPadOS device if it uses one, and keep it in a safe place. If your iOS device doesn't use a SIM card, contact your wireless service provider to get a new eSIM or suspend service if necessary. 
  4. Turn off Apple Cash and remove your cards and passes. If your device is unresponsive, sign in to appleid.apple.com, select Devices, then select the unresponsive device. Under Wallet & Apple Pay, select Remove Items.*

*Apple Cash is only available in the U.S. 

You can use the Wallet app to transfer your existing cards from your previous device to another device. Your previous device must be nearby and connected to the internet. Be sure all transit and e-Money cards are removed from the Wallet app. If your device is unresponsive, sign in to appleid.apple.com, select Devices, then select the unresponsive device. Under Wallet & Apple Pay, select Remove Items.

Learn how to ship your device

Find additional shipping information for your country or region: 

Set up a repair request

If you arranged a repair request, you should have received instructions for mailing your device. If you didn't get instructions, contact Apple Support. 

Need help?

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