Country Selector

iPhone Service: Frequently Asked Questions

Repair

  1. How can I tell if my iPhone needs service?
  2. How do I get my iPhone serviced?
  3. Can I get my iPhone serviced outside the country of purchase?
  4. How long will my iPhone service take?
  5. Will the data on my iPhone be preserved?
  6. How do I check the status of my iPhone service request?
  7. I just received my iPhone back from service. What do I need to do to make and receive calls?
  8. What are my service options?
  9. I'm concerned about not having a phone while my iPhone is being serviced. What are my options?
  10. What is the iPhone Rental Program?
  11. What if I return my AppleCare Service Phone late?

Warranty

  1. How long is my iPhone covered by Apple’s warranty?
  2. How can I tell if my iPhone is in-warranty?
  3. How much will my in-warranty service be?
  4. What kind of activities will void my warranty?
  5. Does Apple warranty cover my iPhone service?
  6. My iPhone is not eligible for warranty service. What are my service options?

Accessories

  1. One of my iPhone accessories isn't working. Can I order a replacement?

Repair

  1. How can I tell if my iPhone needs service?
    Visit our iPhone support site for helpful troubleshooting information. If you have reviewed the articles on the website and you're still not sure whether your iPhone requires service you can contact Apple Technical Support.
  2. How do I get my iPhone serviced?
    You can bring your iPhone to your carrier or contact Apple Technical Support.
  3. Can I get my iPhone serviced outside the country of purchase?
    No, service for eligible repairs is only available in the country where your iPhone was originally purchased.
  4. How long will my iPhone service take?
    Service using Apple Technical Support normally takes five business days from the day your iPhone is shipped to us.
  5. Will the data on my iPhone be preserved?
    No, the service process will clear all data from your iPhone. Before obtaining service, it is important to sync your iPhone with iTunes to back up your contacts, photos, email account settings, text messages, and more. Apple is not responsible for the loss of information while servicing your iPhone and does not offer any data transfer service. Please do not send any accessories with your iPhone because they will not be returned to you.
  6. How do I check the status of my iPhone service request?
    You can check the status of your iPhone service at any time with our easy-to-use Check My Repair Status tool.
  7. I just received my iPhone back from service. What do I need to do to make and receive calls?
    When you receive your replacement iPhone, simply insert the SIM card and sync with iTunes while connected to the Internet. After that, you will be able to make calls, receive calls, and use all other iPhone features.

    8. Back to top

  8. What are my service options?
    You have the following service options:
    1. Bring your iPhone to your mobile-phone carrier.
    2. You may contact Apple Technical Support and arrange mail-in service.
  9. I'm concerned about not having a phone while my iPhone is being serviced. What are my options?
    You have the following options to minimize the impact of not having a phone while your iPhone is being serviced:
    1. If you have another GSM cell phone available, you can put the SIM card into your other phone and use that phone until you receive a replacement iPhone.
    2. If you are arranging service via Apple Technical Support and depending on the type of iPhone you own, Apple also provides the following additional services:
      1. iPhone 3G: The Advance Replacement Service for iPhone 3G is 29 Euros including VAT for customers eligible for warranty or Out-of-Warranty Service. For more details please review the Advance Replacement Service for iPhone 3G FAQs.
      2. Original iPhone: The iPhone rental program is 29 Euros including VAT for original iPhone customers eligible for warranty or Out-of-Warranty Service. For more details regarding the iPhone Rental Program, please refer to the following FAQ and iPhone Rental Terms and Conditions.
  10. What is the iPhone Rental Program?
    The iPhone Rental Program is available for original iPhone customers that need a phone while their iPhone is being serviced. The iPhone Rental Program fee is 29 Euros including VAT. This program is available via Apple Technical Support at the time service is arranged. AppleCare will send you an AppleCare Service Phone, so you can enjoy the use of an iPhone with all your data while your original iPhone is being serviced.

    The iPhone Rental Program is only available for original iPhone customers. If you have an iPhone 3G eligible for warranty or Out-of-Warranty Service, you may be interested in the Advance Replacement Service for iPhone 3G. For more details, please review the Advance Replacement Service for iPhone 3G FAQs.

    For more details regarding the iPhone Rental Program, please refer to the iPhone Rental Terms and Conditions.

  11. What if I return my AppleCare Service Phone late?
    After Apple ships you your replacement iPhone, you have a ten day rental period to return the AppleCare Service Phone.

    If your AppleCare Service Phone is not received by the end of the rental period, you will be charged the equipment replacement value of your original iPhone. If you return it within 10 days of the end of the rental period, Apple will credit you back the equipment replacement value minus an additional rental charge and costs for any damages.

    This table shows possible costs associated with the iPhone Rental Program:

    12. Original iPhone Model Rental Program Fee* Replacement Value* Late Fee*
    4GB & 8GB 29 Euros 399 Euros 35 Euros
    16GB 29 Euros 499 Euros 35 Euros

    *All fees are in Euros and include VAT

Back to top

Warranty

  1. How long is my iPhone covered by Apple’s warranty?
    Apple's Limited Warranty for iPhone covers your iPhone for one year. Warranty service for eligible repairs is available at no charge for twelve months from the date of original retail purchase ("date of purchase").
  2. How can I tell if my iPhone is in warranty?
    Apple's Limited Warranty for iPhone covers your iPhone for one year from the date of original purchase. Apple's Limited Warranty begins on the date that the iPhone was originally purchased. To determine your warranty coverage, enter the serial number of your iPhone in the Online Service Assistant section on the Apple Support site. Apple may need to examine your proof of purchase document to verify your iPhone's warranty status.

    Note: The service coverage information described at the Apple Support site is based on the date of purchase information available to Apple, depending on when or whether you registered your product or if you purchased it from an Apple authorized reseller. If you believe that the information is inaccurate, please update the information by contacting Apple using the appropriate links on the Apple Support site.

  3. How much will my in-warranty service be?
    Warranty service for eligible repairs is available at no charge for twelve months from the date of purchase. After you return the iPhone that needs service, Apple will examine the iPhone to confirm that the failure is covered by Apple warranty.
  4. What is not covered under my warranty?
    Apple's Limited Warranty for iPhone excludes coverage for damage resulting from accident, disassembly, unauthorized service and unauthorized modifications. Please review the warranty for further details.

    An iPhone that has failed due to damage resulting from accident, disassembly, unauthorized service, or unauthorized modifications is not eligible for warranty service, however, your iPhone may be eligible for Out-of-Warranty (OOW) service if the damage is repairable.

    An iPhone that has failed due to liquid damage or catastrophic damage where the iPhone has been disassembled into multiple pieces is not repairable or eligible for service.

    If you are not eligible for warranty service, you may wish to contact your carrier for other options.

  5. Does Apple warranty cover my iPhone service?
    If defects arise as a result of service, Apple will cover the repair for the remaining term of the iPhone's warranty or 90 days after iPhone service, which ever provides longer coverage for you.

    6. Back to top

  6. My iPhone is not eligible for warranty service. What are my service options?
    Apple offers two service options for iPhones that are not eligible for warranty service.

    1. iPhone Out-of-Warranty Battery Replacement Program

      If your iPhone requires service only because the battery's ability to hold an electrical charge has diminished, Apple will replace your battery for a service fee of 79 Euros including VAT, plus 12.10 Euros including VAT, shipping and handling. For more details, please refer to the iPhone Out-of-Warranty Battery Replacement Program Frequently Asked Questions.

    2. Out-of-Warranty Service

      If you own an iPhone and it requires service for any other hardware failure, Apple will service your iPhone for the Out-of-Warranty Repair Service fee listed below, plus 12.10 Euros including VAT, shipping and handling. Your replacement iPhone may be new or refurbished.

      Please note Out-of-Warranty Repair Service fees from your carrier may be different than those listed below.

      3. iPhone 3G Out-of-Warranty Service
      8GB 199 Euros
      16GB 299 Euros
      Original iPhone Out-of-Warranty Service
      4GB & 8GB 199 Euros
      16GB 249 Euros

      *All fees are in Euros and include VAT.

    An iPhone is eligible for Out-of-Warranty Service if it is no longer eligible for warranty service and is determined by Apple to be repairable. If Apple determines that an iPhone is not repairable, for example, if it has failed due to liquid damage or catastrophic damage where the iPhone has been disassembled into multiple pieces then Out-of-Warranty Service is not available and the iPhone will be returned.

    Apple may determine that your iPhone is not eligible for Out-of-Warranty Service. Please see Apple's Repair Terms And Conditions for further details.

    If you have an iPhone that Apple determines is not repairable, you may wish to contact your carrier for other options. Options may vary from carrier to carrier.

Accessories

  1. One of my iPhone accessories isn't working. Can I order a replacement?
    Yes. Please complete the service request form. You can also contact Apple Technical Support.

Back to top