Prepare your iPhone or iPad for service

Before you bring your device in or send it to Apple for 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 any 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 and remove your cards and passes from Apple Wallet.

  3. Turn off Find My: Go to Settings > your name > Find My, then tap “Find My [Device]” and turn it off*.

*To prevent anyone else from having 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 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.

Schedule a Genius Bar appointment

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 driver’s licence, passport or other government-issued ID)

If you’re sending your device to Apple for service

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

  1. After you have 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 network provider to receive a new eSIM or suspend service if needed.

Need help?

Contact Apple Support

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