iPhone Trouble? How to Get Technical Support for Your Apple Devices

Need help with an iPhone, iPad, Apple Watch, Apple TV, Mac, or other Apple product but not sure how to get support? No problem. Apple can show you the right path with its dedicated support app and website.

You’ll find tutorials on how to set up and use Apple devices, software, services, and features. Both the app and website can connect you with an Apple support representative, and if your technical trouble requires a trip to an Apple Store, the app or website can help you set up an appointment. Let’s check out the app first and then take a tour of the website.

Download and install the Apple Support app on your iPhone or iPad. Fire it up and tap the Get Started button on the intro screen. You can also share your location when using the app, which simplifies the process of finding a local Apple Store if you need repairs or more personal assistance for your product.

Select a Product

The Apple Support app should automatically detect your Apple ID and display a list of all the registered Apple devices and services linked to your account. If you're having trouble with one of your registered devices, tap its entry in the list.

General Troubleshooting

The Apple Support app shows you general troubleshooting topics related to your device. For example, tapping the entry for your iPhone delivers links to such topics as Repairs & Physical Damage; Device Performance; Subscriptions & Purchases; Apple Store Shopping; Passwords & Security; and Update, Backup & Restore. Selecting your Apple TV brings up topics such as Setup & Configuration; Music, Movies & TV Shows, and Internet & Steaming. And choosing an item such as AirPods leads to such topics as Audio & Sound; Lost or Missing AirPods; Power, Battery & Charging; Pairing & Connectivity; and Physical or Liquid Damage.

Check Your Warranty

Before you proceed, you may want to check the warranty coverage for a broken or defective product to see whether you’re still covered. To do this at one of the support pages for a specific product, tap the link under the name of the item for Device details. The section for Coverage Info will tell you if the device is still under warranty or AppleCare+.

Check More Products and Services

If you didn’t see the problematic product listed under your account on the main Get Support page, swipe to the bottom of that page and tap More Products & Services. There you’ll find all the major products and services and can choose the one you want.

Choose the Issue You're Experiencing

Select a general topic for a product to see descriptions of specific issues related to that topic. For example, under the Power, Battery & Charging topic for an Apple Watch are such technical issues as Unable to power on, Battery requires service, Charging tips or troubleshooting, Unexpected shutdown or restart, and Display has blank screen or no backlight.

Drill Down Further

If you track down the right product but can’t find the specific issue you’re experiencing, you can try a couple of different steps. First, tap the More topic to see a general list of features.

Alternatively, tap the link for Tell us what’s happening either at the specific product page or the main support page. Type or speak a description of the problem. The app should then suggest support articles you can check to try to narrow down the issue.

Learn More About Your Devices

You’ll also find general articles about Apple products and features to learn more about them, even when you’re not having technical trouble. Tap a thumbnail for one of the items in the Recommended section, where you can watch a quick video tutorial or read a support article.

Read Apple's Troubleshooting Articles

But let’s assume you’re trying to troubleshoot a technical problem. Once you find the issue that best describes it, select that issue to drill down. The results will vary. You may be taken directly to a recommended support article with troubleshooting steps for you to follow. Or you may see links to several recommended articles. Tap the one you want to read. In most cases, the app will also provide options for contacting Apple Support.

Communicate With Apple Support Directly

To get help from an Apple support representative, tap the Message button at the bottom of the screen. A chat window opens in iMessage where you can kick off the conversation by describing the problem and sending your message.

If you’d rather speak to someone by phone, tap the Call button at the bottom. You can then choose to have Apple call you now or schedule a date and time to call you later. When ready, tap Call Now or Schedule Call.

Make a Reservation

If you know your device needs physical repair or servicing, tap the option for Make a Reservation in the section for Bring in for Service.

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Choose a Location

At the next screen, the app will automatically find the nearest service centers based on your location. If location services are disabled or you wish to specify a different location, type a city or ZIP code at the top. The results will show nearby Apple stores as well as other Apple-authorized service provider. Select the store you wish to use.

Make a Date

At the next screen, select a suitable date and time from the available reservations.

At the next screen, enter your phone number to receive text message reminders of the appointment. Tap Continue and then tap Reserve to make the appointment. You’ll also receive a confirmation email. If you need to cancel or reschedule the appointment, click the link in the email to Manage My Reservations.

Don't Want to use the App? Try the Website

Now, let’s explore the Apple Support website. Launch your favorite browser and surf to the Apple Support site. The homepage lists general Apple products.

Choose Your Product

Select a product, such as an iPhone, iPad, Apple Watch, or Mac. The resulting page displays links to support and how-to articles, featured topics, and various resources such as a user guide and technical specs. Depending on the product, you may also see links for repair options. Click a specific link to see an article or other information related to your issue. To get direct support from Apple for that product, click the Start now link at the bottom in the Get Support section.

Schedule a Chat or a Repair

Similar to the mobile app, the Get Support page presents links to more articles and resources on that product similar. Keep drilling down through the topics and subtopics until you find your problem. To contact Apple directly, click the Continue button under in the section for See your support options. (The Apple support phone number for US customers is 1-800-275-2273.)

If you haven’t yet signed in with your Apple account, you’ll be asked to log in. The resulting page should display the product you own. Depending on the problem, you’re then given a few options, including mailing your product to Apple for servicing, dropping it off at an Apple Store, chatting with a support rep, or speaking with someone by phone. Choose your preferred option and follow the required steps to set it up.