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 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 iPhone.
  3. Bring your sales receipt if possible, in case your service requires proof of purchase.
  4. Bring your device and any accessories that you need help with.
  5. If you haven't already, call to 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. 

Before you send your device

Follow these steps before you send your device in for repair or replacement. If it won't turn on or respond, finish as many steps as possible:

  1. Back up your device.
  2. Tap Settings > Messages. Turn off iMessage.
  3. Erase your device: Tap Settings > General > Reset > Erase All Content and Settings. If asked, enter your passcode and Apple ID password. 
  4. Make sure that Activation Lock is disabled.
  5. Remove any SIM card, case, or screen protector from your device and keep your cable and charger.

Now your device is ready to send. If you've arranged a repair request, you should have received instructions for how to mail in your device. If you didn't get instructions or you haven't set up a repair request, contact Apple Support.

Need help?

Contact Apple Support for more information.

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