If you’re having trouble with your Apple products it can be frustrating trying to find the help you need. That’s why we’ve outlined three ways that you can chat directly with Apple Support.
Contents
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Unfortunately, our Apple products don’t always work how we expect them to. Software crashes, displays get cracked, and batteries die.
Many of us eventually need Apple Support to help save our products from near death. And although Apple does everything they can to streamline the support process, it can sometimes appear more complicated than it needs to be.
That’s why we’ve decided to outline three ways you can chat directly with Apple Support. Each method takes a little bit of time to get started, but the end result is the same.
Whether over the phone, through internet chat, or face-to-face — these methods will get you talking to Apple Support.
1. Use the Apple Support Website
The simplest route to chat directly with Apple Support is to visit getsupport.apple.com. This intuitive website asks a series of questions to discover the nature of your problem before suggesting an appropriate service solution for you.
Answering the questions should take no more than a couple of minutes. To start, you select the device or service you’re experiencing trouble with.
You’re then presented with a list of common issues associated with that product. If none of the options are relevant to you, select “The topic is not listed” and describe the issue in your own words.
With your issue identified, the Apple Support website offers a choice of appropriate service solutions to choose from.
They may range from online chat to in-store appointmentsin-store appointments. The exact service options you receive are dependent on your issue.
For example, telephone support isn’t suggested for cracked iPhone screens (which can’t be repaired over the phone), and in-store appointments aren’t suggested for Apple ID issues (where they can’t access your Apple ID credentials).
You could lie to the system to receive the specific support solution you’re looking for. Pretend you have physical damage to book a Genius Bar appointment for your email problems. Or claim your MacBook doesn’t turn on to talk to someone about update issues.
But in doing so, you won’t receive the level of service expected from Apple. Instead, you’ll force yourself down a route that isn’t best equipped to deal with that problem.
It’s not uncommon for people traveling long distances to Genius Bar appointment to discover that in-store Geniuses can’t resolve their iTunes problem.
Had they followed Apple’s telephone support suggestion their issue may already have been resolved. My suggestion is to trust Apple’s recommendations — at least to start with!
2. Use the Apple Support App
The Apple Support app provides an almost identical service to that offered from the Apple Support website. The key difference being that it’s a smoother experience for iOS users. This is particularly useful if your Mac isn’t working!
You can download the app for free on the App Store. Upon launching it, tap Get Support at the bottom of the page and choose from the list of available products. The app allows you to select particular Apple products registered to your Apple ID.
Like the Apple Support website, you’re then presented with a list of common issues related to that product. Don’t worry if you can’t see your issue. Choose Get More Help at the bottom of the page and you can describe the problem in your own words.
The Apple Support app takes your location into account when suggesting service solutions.
That means you might not be able to book an in-store appointment if there are no service providers near you. Instead, you’ll have the options for telephone or online support.
3. Reach Out Over Twitter
A more direct approach to chat to Apple Support is to reach out over Twitter. Apple run an independent Twitter account for support queries called @AppleSupport.
By following this Twitter account you’ll receive loads of tips and tricks for using your device. But you’ll also be able to message them whenever you’re experiencing trouble with your Apple products!
@AppleSupport is live every day from 5am to 8pm Pacific Time. Tweet them with questions of problems you might have.
They’re likely to invite you into a Private Conversation where they can offer help. This could be direct answers to your questions or links to troubleshooting guides.
Otherwise, they may be able to assist in scheduling telephone support or an in-store Genius Bar appointment.
Whatever problem you’re experiencing, they’re certain to be able to point you in the right direction for help. That is if they can’t get you the support you need directly.
All in all, Apple offer a variety of ways to receive support for their products. And while they may seem like lengthy processes, trust that they are in place for the best of reasons.
Apple filter support queries to the right places, easing pressure on their support providers and streamlining the process for customers. It doesn’t always work perfectly, but you should always be able to find the help you need.
Dan is a freelance writer based in South West England.
He spent two years supervising repairs as a Genius Admin for Apple Retail and uses that knowledge to keep our troubleshooting guides up to date.
Long before that, Dan turned to Apple products from a musical background. Having owned iPods for years, he bought a MacBook to learn sound recording and production. It was using those skills that he gained a first-class Bachelor of Science in Sound Technology.
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I do not have a Apple account nor do I own an i-phone. I have never purchased anything from apple yet I am being charged. I want these charges stopped and refunded my money taken.
It seems counterintuitive that there are ZERO acceptable ways to get support without using your phone (which might not be working, hence the need for support). And I’ve now called 3 times from my husband’s phone, only to be disconnected each time after about 9 minutes. Not cool, Apple.
One of my students is trying to download the apps google hangout and google meet.
Her apple ID account is inactive and this is not allowing her to download the free app.
She tried to create a new Apple ID but again it asked for account information.
They do not have the finances to open an account.
I am at a loss as to how I can get her the apps she needs for her iPad in order to participate in her online classes in the morning.
Due to COVID-19, our school is using google hangout and meet for classes.
I was told that the GSuite is free to all students but unfortunately, it seems to be free only to those who have an apple Apple ID account.
Hi Anne,
I am so sorry that your student is facing such trouble with getting the right apps on her iPad! I am sure she is not the only student or teacher out there struggling with getting on-line classes working.
Apple ID accounts are free and so are Google Hangouts and Google Meet apps in the App Store.
The first thing she should try is getting that old Apple ID working again. Even though it’s been inactive, Apple does not close Apple IDs. She should try using Apple’s lookup site and see if she can get those details for her account.
If she cannot access her old Apple ID, she should be able to create a new one and select None as the payment method. When creating a new Apple ID, she needs to use a different email than the one listed on the old Apple ID.
And depending on her age, she may need a parent to create the new Apple ID.
Sometimes Apple requires a payment method just to create a verify the account and make a “purchase” (even a free one) in the App Store for the first time with that Apple ID.
Once a purchase is made (any free app suffices), you can then usually go back to the payment settings and select None–so there is no credit card, PayPal, or other account associated with that Apple ID.
See this article on how to create an Apple ID without a credit card: How to create an Apple ID without a credit card?
If she still can’t get it to work, please ask her to contact Apple directly so they can walk her through the steps needs to get an Apple ID working. Please ask her to have a parent nearby (if she’s a minor) and to contact/call Apple Support from a different device–not the iPad or iPhone she needs assistance with.
I hope it works out so that class can continue through this very terrible moment.
Liz
My MacBook app store isn’t responding.
I had a dual boot system and ubuntu took over my osx and I need help getting back my osx, and using cmd propmt doesent work. can u please help i miss my apple.
I have a data plan and don’t like to turn it on because I don’t have unlimited. But whenever I turn data on I receive messages from other people with iPhones I hen they use iMessage, but I can also receive messages from people with iPhones when they do send through I message, like sometimes I receive and sometimes I don’t with certain people. Is there a way to fix that?
I received a phone call from Apple INC, telling me that my cloud has been compromised and not to use it. Like everyone else I don’t know if this is a scam, or legit. What do I do?
Hi Gary,
It’s likely a scam. Do not respond to that call. Instead, call Apple and let them know you received a suspicious phone call from a person/company claiming to be Apple.
Here’s how to contact Apple in your home country or region.
I would like to make an appointment
See this: How To Set Up An Appointment At An Apple Store
Hi, I have here an iPad from my in law and she’s forgotten her Apple ID so I created a new one and try to update my iPad but I can’t it always shows the primary account which is my sister in laws account.
Is there any possible way you guys can help me with, please?
The iPad is getting slower and slower each day and some apps are not working anymore like messenger it says it needs to upgrade to the new version and can’t download anything cause of the upgrading thing and also the primary account.
Hi Darlene,
You are likely having these issues because you need to first sign out of the old Apple ID to use a new one–and of course, any purchases and so forth are tied to that older Apple ID, so that causes issues when trying to update apps.
Rather than use a new Apple ID, it might be better to reclaim that older Apple ID. If she has access to the email account used to set-up that Apple ID, it should be recoverable.
On a computer, visit the Apple ID account page
Click Forgot Apple ID or password
When you’re asked to enter your Apple ID, click “If you forgot your Apple ID”, and you can look it up”
Enter your first name, last name, and email address
If you enter the wrong email address, try again with a different one
My I phone 7 speaker is messed up.. when calling someone you can hear it ring sometimes but when they answer you can’t hear them.. and it doesn’t give you the option to put them on speaker
how do i cancel a apple book ordered by mistake. Wanted audio, pressed reading button in error. Its being billed though my visa card now
Hi Joel,
We’ve all been there!
Unfortunately, a purchase in the Books Store or iTunes & App Store is usually considered final by Apple. But it can’t hurt to try!
On your iPhone, iPad, or iPod touch go to the Books App
Tap your profile icon or picture in the top corner
Tap View Account Settings
Tap Purchase History
Tap the item
Tap Report a Problem below the item’s details. A browser window opens to the Report a Problem website.
You can also visit this site and try and see if Apple refunds or credits you for this one-time error. Make sure you describe in detail how the mistake occurred.
After trying everything I reset my phone erased all content just to find the problem still the apps are saying u able to download try later.
I deleted the app and tried to download again but I can I forgot the very first email iCloud address I used with this device
Hi Fadwa,
Is your device currently logged in with your Apple ID?
To check, go to Settings and look at the top of the screen. If it’s showing you name, look at the email that’s listed beneath your name–that is the email your Apple ID is associated with.
Sign in to the iTunes & App Store using that same email.
I open my email and I get deluged with iTunes asking me to set a password – sometimes 5 or more in a row; how do I stop getting requests from iTunes for me to sign up – when I want I Tunes I will ask for it but until that happens, and each contact makes that less likely, I will let I Tunes know.
At this point I feel like the constant barrage of windows from I Tunes is harassment.
I bought a new iPhone
And when I inserted the SIM card it downloaded from ICLOUD from a phone I had 10 years ago.
All contact info etc is from the OLD phone.
I need to reset and start from scratch and now it is saying my password is incorrect.
Even though I am using the correct id and password.
What do I do?
Apple doesn’t have a chat option for this?
I am a senior with limited computer skills……….
I am trying to update my billing info with a new credit card, as the old one is about to expire.
I have tried to navigate to a person(phone call) or a site to give this info but have been unable to make this happen.
CAN SOMEONE HELP ME ???
Bob Apple’s support lines are (800) MY–APPLE (800–692–7753), 7 days a week from 7:00 a.m. to 11:00 p.m Central time. Hope that helps.
So I couldn’t find my iPhone logged in to my find my phone app and put it in lost mode, I found it and somehow I locked my iCloud account out, I’m using my wife’s phone right now but I can’t unlock my account because it keeps trying to send a verification code to my phone but it’s on lost mode. It says it will take up to 3 days I can’t wait that long I use my phone for work how can I get my iCloud unlocked!???
i have an iphone 6, i get no services message and wont go away unless i restart my device, do you have a solution?
Hi Ahmed,
Well, that’s not fun!
First, go to Settings > General > Reset > Reset Network Settings and check if it’s working as expected.
If not…
Try turning on both Mobile Data and Data Roaming and see if that makes a difference–make sure you won’t be charged for mobile data roaming first with your carrier!
To turn cellular data on or off, go to Settings, then tap Cellular/Mobile Data
Check if your device is set up for data roaming. Go to Settings > Cellular > Cellular/Mobile Data Options > Data Roaming
It’s also possible there is a carrier update required:
Tap Settings > General > About. If an update is available, you’ll see an option to update your carrier settings
Finally, remove and reinsert your SIM card–just in case there is an issue with how it’s sitting in the tray.
It’s also possible there is a problem with your SIM, contact your carrier if nothing else worked and see if they can test your SIM or device. You may need a SIM replacement.
Liz
Good pm sir/maam i lost my phone number that i used in my apple i.d how can i recover my apple i.d without my phone number,? And can i replace it with a new phone number, i cant used my apple id on my iphone because everytime i log in my apple id i need the two verification code,
Hope you will help me thank you,,
Hi Jefferson,
Do you have another device that’s signed in with that same Apple ID–could be an iPad, iPod, or a Mac?
If so, follow these steps:
From a Mac
Try signing into your Apple ID on the iPhone–when it asks for verification
Go to Apple Menu > System Preferences > iCloud
Click Account Details
If your device is offline, click Get Verification Code. If your device is online, click Security > Get Verification Code
From an iDevice:
Try signing into your Apple ID on the iPhone–when it asks for verification
Go to Settings > Apple ID Profile
Tap Password & Security > scroll down and tap Get Verification Code
Enter that verification code on your iPhone
If you do not have another device or Mac that’s signed in with that same Apple ID, the last resort you have is to request Account Recovery from Apple.
Go to Apple’s ID Site and choose Forgot Apple ID or password. Provide as much information as you can, then start the account recovery waiting period.
Account Recovery may or may not work depending on the information you can provide. It also has a mandatory waiting period of a few days up to 3 weeks.
Apple Support is horrendous
Grammar school children can construct a better service model than Apple’s!
Hi
My, I pad was stolen last week, so I disabled my account.
This week I buy a new iPad and enter my apple ID but still say” my apple ID and iTunes account is disabled”, now how I can activate my account and so that I can update and download a new app.
Please help me ,
Best regard
I have recently bought a new mac, I want to give my old one to my grandson, how do I restore it to its original factory settings so it will be clean and ready for him to configure to his needs
Hi Mike,
Getting a new-to-you Mac is a great gift! Please take a look at this article for steps on how to set-up your Mac as new for your grandson.
If you have questions, let us know.
And congrats on your new Mac!
Sam
Hello there
So I was trying to set a password to my Administrator account but it seems like it has changed my MacBook Air password.
However, I was trying to put my new password but it’s not working.
And even my Apple ID.
Thank you
Best regards
My iPhone5 has frozen completely during an attempted iTunes update.
Now, when I try to reach out to Apple Support they tell me that they will call me on my phone. But how the f… am I supposed to answer the call when my iPhone is completely frozen (I have tried to both update and restore my phone by following the instructions given on your support site.
Once again: Your solution is to try to call me on a phone that doesn’t work. Seriously? Is this the best that you can do?
why is it that its iImpossible to chat with surpport ???
i have a dude that keeps buying stuff in apple store on and ipad i reported stolen 3 years ago i keep getting mails like this *You have signed up for a free trial subscription from the AppIe Music Membership on iTunes. Your test will end on December 21, 2018, 1:23 AM EST. You will be automatically charged for the subscription (currently € 8.81 / month) at the end of the trial period, unless you cancel it.*
why isnt it shut down ?
and how can he use it without verify by mail i change pass word ever month so the odds for him to be able to hack my mail is close to 0 as i understabd it
Hi Andre,
Did that stolen device have Find My iPhone (or iPad/iPod) enabled? Does it still show up on your Apple ID account as an associated device? If so you can remotely put it in Lost Mode, lock or erase your device via that site.
If that device did not have Find My iPhone enabled and it doesn’t show up under your Apple ID, the next best thing you can do is to change your Apple ID password–which is also the same password for iTunes and the App Store.
When you change your Apple ID’s password, that stolen iDevice should no longer access your account.
If those measures aren’t working, contact Apple Support in your home country or region.
Hi,
I have already did the necessary measures to offload, reboot, reinstall, reboot but my books app still doesn’t open! I have done this measure several times! Can you please help me? I am really desperate to get back my files as they are very important to me. Hope to hear from you soon please on a solution! I’ll be truly devastated if I can’t retrieve all my data. I have not done any backup too before encountering this problem today!
Pleaseee!! Hope to hear from you soon!!!
Regards
Joyce
I’m trying to log onto bank acct to pay bills it is saying I have pop up blocker on. I went into safari and the pop up blocker is off. What else can I try?
Hi Suzette,
Force close the Safari app by double pressing home or swiping up the Home Gesture Bar, then locate the Safari App Preview and swipe it up, off the top of your screen to close the app.
Then, open Settings > Safari and toggle both Block Pop-Ups and Block All Cookies off.
You may also want to tap Clear History and Website Data.
Me quieren mandar y descontar una compra que no hicePor favor no manden no.la puedo pagar soy jubilada.
They want to send me a discount on a purchase I did not make. Please do not send no. I can not pay as I’m retired.
Hola Maria,
Es mejor ponerse en contacto con Apple directamente sobre estos cargos (It’s best to contact Apple directly about these charges.)
Toca el enlace y elige tu país de origen y deja que el equipo de Apple sepa qué está pasando con tu cuenta (tap the link and choose your home country and let Apple’s team know what’s going on with your account.)
Sam
I bought my iPhone from USA and brought it to Sudan- Darfur, but when i tried to download some apps. it tells me that the apps store is unavailable in the country or region that I am in
Hi Zakaria,
You need to reset your Store to Sudan or the store that serves that region.
Any App Store credit you have will not transfer to the new region/country so make sure you spend any credit before you change to another region’s store.
If you have any apps that are paid subscriptions or memberships, including Apple Music, cancel those before changing stores.
And if you are a member of a family group sharing account, leave that family before changing stores.
Finally, back up your device before changing stores.
To Change App Stores
1. Go to Settings > Apple ID Profile > iTunes & App Store
2. Tap your Apple ID and enter your password if asked
3. Select Country/Region and choose Change Country or Region
4. Find & Tap on your new location
5. Review and accept the new terms and conditions
6. Enter a payment method that has the same location for its billing address as your new app store
Once accepted, all your devices associated with that Apple ID should update to your new region.
Every since I did the Apple IOS 12 update, I have gotten the same stupid messages that I did not get before. Now I see Free Msg: Unable to send message – Message Blocking is active…
Now it does it on my iPad and iPhone, MacBook Pro..
I need to know how to fix this now or should I try to go back and take the latest update of IOS 12 off my computers and phone?
Brian, Reach out to Apple Support for this one. They should be able to help you.
Hi. The audio of my iphone 7 stopped working after IOS 11. I tried everything, and then went to the garantee support and they told me it is not working and there is no way to fix it. As it is out of garantee time, and I know it was a problem caused by Apple with this Iphone 7, isn´t it fair a replacement with no cost ? Best regards, Daniela Salomão de Barros
hi good evening… my iphone 6 has reach its maximum free account unfortunately i forget may email and password and i already reset it.. pls help me i dont know what to do anymore
Hi Antonio,
If your current iPhone has used up the maximum number of Apple ID accounts, you can still make a new Apple ID with a Mac or even someone else’s iDevice.
Please see the tips in this article discussing how to handle Maximum Apple ID Accounts Already Created.
Sam
hi my phone has been disabled and when I try to connect my iPhone 7 to iTunes it does not work
I had my identity stolen on Facebook and maybe internet. When I try to go to Facebook help page, where they send you it comes up as hello Marie how can I help you. I am Not Marie Stephens, I am Betty Conheeney. Useless to call the number the ITRC gives you, they tell you to go to Facebook help. who thinks I am Marie. I am a stranger to my own page. Can the Apple help give me some tips to fix the problem. Icannot delete my won page because I am recognized as Marie, not Betty.
Betty, This is a tough one. Only Facebook will be able to help you with this. : ( no other way of resolving this issue to our best of knowledge.
I recently took my iPhone 5 to solutions in Bournemouth.
I left my phone with them to look at as it was locked and unresponsive.
I was very dissatisfied with the service.
They told me they were unable to repair or restore my phone.
The appointment was arranged for me by the Apple online support team.
Hello!
i have face trouble to whatsapp chat history recovery my whatsapp not launch and when i click begin recovery then they show (unfortunately we unable to launch your whatsapp chat history please delete and reinstall whatsapp) But i dnt want to delete bcz of my some data not backup please help me in this issue. Thanks
Hi Sheikh,
If you use iOS 11 or above, you can actually delete the app without deleting your app data. It’s called offloading and what it does is remove the app itself but preserving any data attached to the app. Then when you reinstall the app, it uploads the most recent app version available and then connects your data to the updated app.
If you use iOS 11 or 12, give this a try.
Sam
i-pad air is disabled
Hi Kim,
Is the problem with your Apple ID being disabled or the iPad itself after entering the wrong device passcode too many times?
Backup stuck at 6.(GBout of 950GB0 after five hours)
Can I chat with someone without a phone?
Hi Tina,
Yes, absolutely! You can chat with Apple Support via a computer using a web browser. Look at the section USe Apple Support Site.
Sam
My iPhone5s is not being activated,
I am using my iphone5s since january 2017, recently I updated version iOS 12,
recently I have done my phone setting reset, Erase all content and settings, then my mobile was restart and then I am doing select Language: “English” then country select “Pakistan” and then SETUP MANUALLY and then the error is showing UNABLE TO ACTIVATE this error is showing.
“Unable to Activate” your iPhone could not be activated because the activation server cannot be reached.
Try connecting your iPhone to iTunes to activate it, or try again in a few minutes, if the problem persists, contact Apple Support at apple.com/uk/support
I have iTunes software on my computer, I connected my iPhone with a computer and then the error is showing that
“Disconnect your iphone, make sure the SIM inserted correctly and, if you use a SIM PIN, tap unlock to enter it, and reconnect to iphone”
i have inserted SIM correctly and i dont have SIM PIN.
Dear, i am getting very sad, because my iphone is not being start.
PLEASE HELP ME ON URGENT BASIS
Hi Qamar,
Sorry to hear about problems activating your iPhone after your update to iOS 12.
First, take out the SIM Card, re-seat it in the tray, and then after turning it on, do a forced restart by pressing the Power and Home buttons until the Apple logo appears on-screen, then release.
If that doesn’t work, try using another SIM card and see if it activates then. Call your mobile phone provider and explain that your iPhone is not recognizing your current SIM and ask for a replacement.
YOu could also try DFU Mode–but that will likely erase any data you have on the phone.
A Quick DFU Primer:
Connect your iPhone to your Computer with the latest version of iTunes installed on it
Hold both the Power and Home Keys for 10 Seconds, then release the Power button but continue holding the home button
If you’re now in DFU Mode, your screen is black and you see a message on your computer that iTunes detects an iPhone in recovery mode
On iTunes, go to your iPhone and press Restore iPhone
Select Update Restore and iTunes should reset your iPhone back to its factory settings
If you don’t like any of these options, contact Apple Support in your home country.
Sam
I bought a iTunes card and it was already redeemed so I need the exact time and date when it was redeemed
How do I suspend service for Audible Books?
Hi Stan,
Reach out to the audible customer care team to suspend service.
Sam
I purchased an Itune card and redeemed it with my phone–however, the value did not reflect on my balance and it says the card has already been redeemed.
Need help
Hi LaVonne,
Please provide more details on what you need help with.
Sam
Have a Alcatel metro phone and I go to lisence web and I have apple app…how do I have apple things on phone
I have a metro Alcatel phone I’m wondering are you suppose to have an apple license in your files if its not an iPhone or anything to do with apple
HI LA Vonne,
It’s unlikely that a non-Apple device would have anything Apple (services/software), with the exception of iCloud and iTunes for Windows and an old version of Safari for Windows.
However, if you saved a website that was Apple or Apple-related, that could be content you see.
If you find any Apple-related items on your Alcatel phone, please let us know the names of the files you see.
Sam
I got on my system webview license apple sample code and Darwin …I push home page and it automatic goes to apple site
MY I-PAD IS FROZEN AND I DO NOT KNOW PASSWORD WHEN I OPENED IT – MY OLD I-PAD QUIT
WORKING AND I BOUGHT THIS ONE IN 2017-NOW IT IS FROZEN. I KNOW MY USER I–CLOUD BUT DO NOT KNOW PASSWORD.
Hi Eugene, try going to https://getsupport.apple.com for help. Based on what you’ve said, I’d select the following options to get talking to Apple Support: iPad > System Performance > Device frozen or unresponsive device. That should give you the choice of online or over-the-phone assistance. All the best