Before you bring in your device

Before you bring in your device

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

Follow these steps before bringing your device in for service at any Apple Authorized Service Provider. If your device won't turn on or respond, finish as many steps as possible:
  1. If you need to repair an iPhone that's paired with an Apple Watch, unpair your devices. When you unpair, your iPhone will create a new backup of your Apple Watch. You can use the backup to restore your Apple Watch when your iPhone returns from service.
  2. Back up your iOS device.
  3. Go to Settings > Messages and turn off iMessage.
  4. Go to Settings > [your name] > Find My [device], then turn off Find My [device] to disable Activation Lock. Enter your Apple ID password, and tap Turn Off.
  5. Erase your device. Go to Settings > General > Reset > Erase All Content and Settings. If asked, enter your passcode and Apple ID password. If you can't erase your device because it won't power on or isn't responding, you can erase it from iCloud.com. Learn how.
  6. Remove any SIM card, case, or screen protector from your device and keep your cable and charger.

Now your device is ready for repair.

*If you're unable to turn off Find My iPhone, we may 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, please go to iForgot.


Get your Mac ready for service

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

  1. Make a backup - Making a backup is an important part of preparing your Mac for service. Time Machine makes it simple to back up and restore all of your files, and other backup methods are also available. Learn how to back up your Mac. 
  2. Disable activation lock * Important: Activation Lock is only available on Mac computers with an Apple T2 chip - Learn more
  3. Gather your information - You should know the name and password of your macOS user account, in case you need to log in to your Mac at the service location. And if you're also using a firmware password, please turn it off before you get service.
  4. Gather your products - Bring your Mac, and any accessories that you are having problems with.
Your Mac is ready for repair!

*If you're unable to turn off activation lock, we may 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, please go to iForgot.



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