Prepare your iPhone or iPad for a service appointment

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

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

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

Get your iPhone or iPad ready for a service

Before you bring your device to an Apple Store or Apple Authorised Service Provider:

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 at your Apple 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 iCloud.com/find, select your iPhone, then select Remove This Device and follow the onscreen instructions to prepare it for repair.

*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.

When you bring your iPhone or iPad in for a service

Before you bring your device into an Apple Store or Apple Authorised Service Provider, 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 you need help with your Apple Pencil, bring the iPad that you use with your Apple Pencil)

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

  • A form of personal identification (such as a driver’s licence, passport or other valid photo ID)

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

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