AppleCare support

Use this page to support customers with Apple devices and to understand their repair/replacement options under AppleCare (warranty), AppleCare Services (ACS) and AppleCare+ (AC+).

What AppleCare Covers

Learn what AppleCare covers and does not cover.

AppleCare coverage is available for iPhones, iPads, and Apple Watches. See AppleCare for more details.

  • AppleCare (warranty): Apple provides basic warranty coverage for their devices with a 12-month manufacturer's warranty and up to 90 days of phone support.
  • AppleCare Services (ACS): Customers may extend the AppleCare warranty if they purchase Protection 360 with AppleCare Services (ACS).
  • AppleCare Plus (AC+): Customers may extend the AppleCare warranty if they purchase AppleCare+ (AC+) from Apple.

✔ Apple covers

❌ Not covered

Covered by AppleCare (warranty)

Electrical and mechanical issues due to manufacturer defects within the 12-month manufacturer warranty.

    • Troubleshooting in Atlas Troubleshooting ends with an exchange
    • Device network issues, such as no service or no internet (Apple diagnostics must confirm it’s a device issue - not a network issue - before they allow an exchange.)
    • Device cannot turn on
    • Device crashes or freezes
    • Device has issues reading memory card or SIM card
    • Display failures (Example: lines or garbled with no cracks or signs of damage on the case.)
    • Audio/speaker failures (Example: can’t hear, muffled)

    • Button does not work when pressed
    • SIM card or SD card tray is stuck

    TIP: Troubleshoot all issues in Atlas. Review the Last Resort to determine if an exchange is allowed for the issue

    Not covered by AppleCare (warranty)

    • Cracks in the back or case, dents, chipped glass, etc.
    • Missing or damaged buttons
    • Scuffs or scratches on the device case
    • Screen damage
    • Camera lens scratch or damage
    • Charging port damaged or loose
    • Battery issues
    • Accidental damage: Use Device protection replacements & claims.
    • Lost or stolen: Use Device protection replacements & claims.
    • Manufacturer defects covered by device protection: Use Warranty exchanges process.
    • Manufacturer defects after warranty expiredand no device protection: The customer has no warranty coverage. They can consider upgrades or out-of-warranty repairs.
    • Puerto Rico accounts: The Apple process does not apply to all account types. Use Warranty exchanges process for these accounts.
    • Device known issues: See Devices to find issues. Do not process exchanges for listed issues, because a replacement will have the same issue.
    • Recently received: If the customer recently bought or claimed the device, use:
    • Third-party repaired: Devices repaired by a customer or third party, repaired with third-party parts, and Apple devices that show "Unknown Part" are not accepted.

    Covered by AppleCare Services (ACS) & AppleCare Plus (AC+)

    • Electrical and mechanical issues listed above for AppleCare (warranty) are covered, and coverage is not limited to 12 months.
    • Accidental damage

    TIP: Troubleshoot all issues in Atlas. Review the Last Resort to determine if an exchange is allowed for the issue.

    Not covered by ACS & AC+

    • Device known issues: See Devices to find issues. Do not process exchanges for listed issues, because a replacement will have the same issue
    • Recently received: If the customer recently bought or claimed the device, use:
    • Third-party repaired: Devices repaired by a customer or third party, repaired with third-party parts, and Apple devices that show "Unknown Part" are not accepted.
    • Lost or stolen: Use Device protection replacements & claims. Lost/stolen is only covered by Apple if the device is enrolled in AppleCare+ with Theft and Loss.

    Coverage Validation Steps

    Validate customers for AppleCare coverage.
    1. Search the customer’s mobile number in Warranty Lookup Tool.
      • Warranty Status will show if device is In Warranty or Out of Warranty.
      • Extended coverage will indicate if customer has AppleCare Protection Plan.
    2. To validate Apple supported coverage status on Apple devices:
      • Visit the Apple Check Coverage site.
        Note: If the device display does not work or turn on, the customer can obtain their Apple serial number at Find the serial number or IMEI  > If you don't have your device.
      • Review the Your Coverage section for the warranty coverage status:
        • Active Limited Warranty
        • Covered by AppleCare Services/AppleCare+ (AC+)
        • Coverage Expired
    3. If the device is not under manufacturer/AppleCare warranty and is not covered by ACS or AC+, check for a T-Mobile Device Protection extended warranty.

    When to Refer to Apple

    Learn when to refer customers to Apple.

    Depending on device condition, AppleCare coverage, and warranty/device protection status, use the below tables to determine the customer's resolution path.

    Device under Apple Limited WarrantyCovered by AppleCare Protection (ACS or AC+)Covered by T-Mobile Device ProtectionAction
    YesN/AN/AApple referral
    N/AYes*N/AApple referral
    NoNoNo
    • Assist customer with upgrade options.
    • Refer to Apple for out-of-warranty manufacturer repairs. A cost may be associated with this service.
    NoNoYes
    • If P360, file a T-Mobile Warranty exchange.
    • If BYO P360, file a device protection claim with Assurant.

    *When enrolled in P360 w/ACS, the AppleCare Services protection takes priority over P360.

    Device under Apple Limited WarrantyCovered by AppleCare Protection (ACS or AC+)Covered by T-Mobile Device ProtectionAction
    N/A**Yes*N/AApple referral
    N/A**NoYesFile a Device Protection Claim with Assurant.
    N/A**NoNo
    • Assist customer with upgrade options.
    • Refer to Apple for out-of-warranty manufacturer repairs. A cost may be associated with this service.

    *When enrolled in P360 w/ACS, the AppleCare Services protection takes priority over P360.

    **Physical damage voids warranty.

    Set Customer Expectations

    Set the correct customer expectations.
    • Apple may repair or exchange the device. Do not promise Apple will complete an exchange. This only happens if Apple can't fix the problem, and the device has a manufacturer defect covered under warranty, AppleCare Services (ACS), or AppleCare+ (AC+).
    • If Apple’s diagnostics determine the device has no functional failures and the issue is related to a network issue, they will refer the customer back to T-Mobile.
    • When you contact Apple to use AppleCare, AppleCare Services (ACS), or AppleCare+ (AC+):
      • The transaction is exclusively between you and Apple.
      • T-Mobile does not provide support for these transactions.
    • During these transactions, Apple collects all charges by credit card.
      • Apple may charge a fee to process a repair or replacement. Pricing may vary based on repair type, optional insurance coverage, and if the device is not returned on time.
      • Apple's general pricing is available to view at https://support.apple.com/iphone/repair/service/pricing.
      • Your credit card may be used to process any Non-Return Fees (NRFs) when a defective/damaged device is not returned to Apple. These fees are not billed to your T-Mobile account.
      • All inquiries for Apple charges, fees, and return expectations should be directed to Apple.
      • T-Mobile does not apply the charges and cannot dispute them. T-Mobile has no visibility into customer transactions with Apple.
    • There are multiple options to contact Apple: Go to an Apple store, contact over the phone or through Apple Support app.
      • Apple will provide a Case ID number.
      • Apple will repair or replace eligible devices. Replacement parts or devices may be new or equivalent-to-new in performance and reliability.
      •  When calling Apple, the customer has two options:
        • Advanced Exchange: The customer is sent a replacement device and must mail back the defective device.   
          • A credit card hold is required.
          • Upon receipt of the defective device to Apple, the credit card hold is removed.  
        • Mail In Repair: Apple ships an empty box to the customer. Then the customer ships their defective device using the box and shipping label provided by Apple. Once Apple receives the device, they will repair the device and ship the working device back to the customer.
    • Before contacting Apple, you need:

    If the device is supported by Apple, refer customer to Apple.

    • Customer Care: Send customers the “Apple Referral” SMS/email from Atlas Messaging Template.
    • Retail: Provide the https://getsupport.apple.com/ URL to the customer for self-support.

    Support options

    Customers can access support in several ways.

    1. Open https://getsupport.apple.com/.
    2. Sign in using your Apple ID and password.
    3. Under View Your Products, click Choose a Product.
    4. Select the device needing support.
    5. Select the appropriate issue for your device under What’s Going On. This selection determines the support options.
    6. Click Continue.
    7. Select the option that best fits the customer's situation:

    Customers who want:

    • No credit card required.
    • Additional issues are resolved the same day.
    • Work 1:1 with an Apple certified technician.
    • No wait for mailed-in devices.
       

    Let customers know that advanced exchanges with Apple will require a hold placed on the credit card to cover damage. Refer customers to general queue AppleCare for billing questions.

    For customers who can't get to the store or spend time on the phone

    For customers without AppleCare Services (ACS) or AppleCare+ (AC+) coverage who want to contact Apple after hours

    Transfer customer to Apple IVR if they wish to discuss repair options with Apple directly:

    • Advise customers who do not have AppleCare Services (ACS) or AppleCare+ (AC+) opens in a new tabcoverage, they can contact Apple from 7:00 a.m. to 10:00 p.m. CT, 7 days a week.
    • AppleCare Services (ACS) or AppleCare+ (AC+)opens in a new tab customers can contact Apple 24/7.
    • See Equipment manufacturersopens in a new tab > Apple.

    Apple Escalations Handling

    Review the common scenarios below for handling AppleCare escalations.

    Apple may refuse to exchange a device due to device condition issues (cracked screen, liquid damage, etc.) that do not match the acceptable warranty guidelines.

    1. Review the customer's account and verify if they have T-Mobile device protection.
    2. Visit the Apple Check Coverage site to see what kind of coverage their Apple device has.
      •  If Coverage Expired or Active Limited Warranty (under Apple's 1-year Warranty) AND customer has T-Mobile device protection, advise them to File a claim: Device Protection. 
      • If customer is not enrolled in T-Mobile device protection, they must either pay out of pocket with Apple to repair the device or upgrade to a new device.
      • If device is covered by AppleCare Services (ACS) or AppleCare+ (AC+), direct customer to discuss their options with Apple.

    Apple will refuse to exchange a device if the warranty status in T-Mobile systems does not match Apple systems. Example: T-Mobile systems show device is in warranty, but Apple systems show device is out of warranty.

    1. Visit the Apple Check Coverage site to see if customer is covered. 
    2. If customer is covered by Apple Limited Warranty, AppleCare Services or AppleCare+, direct them to Apple, as Apple is required to support devices under their warranty. Otherwise, continue to step 3.
    3. Once verified the Apple device is out of warranty OR not covered by AppleCare, verify if customer is covered by T-Mobile Device protection.
      • If customer is not covered by T-Mobile Device Protection, they will need to either pay out of pocket with Apple to repair the device, or they can upgrade to a new device.
      •  If customer is covered by T-Mobile Device Protection, support them via a Warranty exchange.
      • If the warranty system shows the device is "In Warranty" and prompts a message to refer the customer to Apple, file a Compass ticket to sync our status with Apple's coverage. 
      • Send the following information to your Coach to submit a Compass ticket for Warranty Exchange: Refer To Apple Block:
        • Does the IMEI show as under Apple Warranty, AppleCare Services, or AppleCare+: Yes/No 
        • BAN:
        • MSISDN:
        • IMEI: 
        • SKU:
        • Device description: 
        • Include a screenshot
      • Once the Compass ticket is resolved, the submitter will receive confirmation via email. The warranty status will now match what is in Apple’s system and the user can process a warranty exchange.

    Unlike Android devices, Apple manufactures their own devices and the operating system running on them. To accurately identify device issues, Apple created their own diagnostics platform that is specifically designed to troubleshoot Apple devices.

    Apple may refuse support of a device if their diagnostics results indicate no functional failure with the device. The issue could stem from a network issue or something that could be resolved by a simple repair/cleaning at an authorized repair facility. Apple’s diagnostics may not detect physical damage.

    Important: It is imperative that customers follow Apple’s recommendations when it comes to resolving device issues.

    Your customer may have been advised by Apple to complete one of the following options:

    • Verify with the customer that the device does not have damage. If there is damage to the device see When to Refer to Apple table to determine next steps based on device protection coverage.
    • Troubleshoot the customer’s network issues using Atlas Troubleshooting.
    • Refer customer to an Apple authorized repair location. Use getsupport.apple.com to find locations.

    This is only for devices Apple should support under AppleCare (warranty), but Apple won't support due to them having non-Apple parts utilized in a previous repair.

    1. Confirm Apple shows Active Limited Warranty, Covered by AppleCare Services/AppleCare+ (AC+) on Check your device's coverage.
    2. Ask the customer if they had any repairs to the device.
      • If no, continue to step 3.
      • If yes and customer had a repair performed on their device by a non-authorized Apple location or third-party repair facility:
        • The device is ineligible for T-Mobile Warranty Exchange program. 
        • See Warranty exchanges > Not Covered > Third-party repaired section for details. 
    3. Verify the device was received via a previous warranty exchange.
    4. Engage your coach to follow the steps in Warranty exchange escalations > Apple refuses/rejects support.

    Frequently Asked Questions

    Get answers to common AppleCare questions.

    I completely understand your time is valuable. We've determined that the issue you're experiencing isn't related to the T-Mobile network or your account.

    We can provide you with the best option to contact Apple Support that fits your schedule. By working directly with Apple, you can be certain you'll get the most complete support and maintain your warranty protection.

    Apple requires proof of purchase when you dispute the info that in the Apple systems (GSX), whether it is the serial number, date of purchase, or the in-warranty coverage.

    A proof of purchase must have the following to be valid:

    • Reseller name
    • Purchase date
    • Purchase amount
    • Product serial number
       

    T-Mobile cannot send the warranty status to Apple, but we can give you the records/receipts. For more information on retrieving order receipts, see Device order receipts & agreements.

    Apple Authorized Service Providers are businesses that are authorized by Apple to provide repair services to Apple customers. Apple Retail locations have Certified Apple Reps and genius bars. Direct customers to these locations whenever possible. ASPs give customers more locations for choosing where to get support and service.