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 software support, you might 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 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 some of the steps, do as many as you can. You might also be able to complete some steps on the web at your Apple ID account page.
Back up your iPhone or iPad:
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 getting service for your device without your knowledge, Apple might 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 into 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.
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 might require proof of purchase)
form of personal identification, such as a driving 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.
After you back 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.
If needed, suspend your mobile service:
If your device uses a physical SIM, remove it.
If your device uses an eSIM, contact your wireless provider to get a new eSIM or suspend service if needed.