Apple TV Service: Frequently Asked Questions (FAQ)


  1. How can I tell if my Apple TV needs service?
  2. How long is my Apple TV covered by Apple’s warranty?
  3. How can I tell if my Apple TV is in-warranty?
  4. How much will my in-warranty service be?
  5. My Apple TV is in-warranty. Why do I need to provide a credit card number?
  6. What if I don't have a credit card?
  7. How do I get my Apple TV serviced?
  8. Will the data on my Apple TV be preserved?
  9. How long will my Apple TV service take?
  10. What is the status of my Apple TV service request?
  11. Can I extend service coverage on my Apple TV beyond the warranty?
  12. One of my Apple TV accessories isn’t working. Can I get a replacement?
  13. What kind of activities will void my warranty?
  14. Does Apple warrant my Apple TV service?

How can I tell if my Apple TV needs service?
Visit our Apple TV support site for helpful troubleshooting information. If you have reviewed the articles on the website, and you're still not sure whether your Apple TV requires service, you can contact us. Alternatively, you have additional choices for Apple TV diagnosis, based on your region:

There may also be a fee for diagnostic service.

How long is my Apple TV covered by Apple’s warranty?
Your Apple TV is covered by Apple’s One-Year Limited Warranty. Warranty service for eligible repairs is available at no charge for twelve months from the date of original retail purchase (”date of purchase”).

How can I tell if my Apple TV is in-warranty?
Your Apple TV is covered by Apple’s One-Year Limited Warranty for twelve months from the date of purchase. To determine your warranty coverage, enter the serial number of your Apple TV in the “About Your Support Coverage” section of the Apple Support web site. Apple may need to examine your proof of purchase document to verify your Apple TV warranty status.

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 your defective Apple TV, Apple will examine the unit to confirm that the unit is not working and that this issue is covered by Apple's warranty or AppleCare Protection Plan for Apple TV ("APP for Apple TV"). If your returned Apple TV is not working, but this issue is not covered by Apple's warranty or APP for Apple TV, (e.g. accidental damage), you will be charged the cost of the replacement Apple TV provided to you.

My Apple TV is in-warranty. Why do I need to provide a credit card number?
Under the terms of Apple's One-Year Limited Warranty and the AppleCare Protection Plan for Apple TV, Apple may provide service to you by exchanging your defective Apple TV with a new, used or refurbished replacement. If you request warranty service, Apple will provide you with a replacement Apple TV in advance of receiving your defective unit. You will be asked to provide a major credit card to secure the return of the defective Apple TV. If you do not return the defective Apple TV to Apple within 10 business days of receiving your replacement, Apple will charge you for the replacement.

What if I don't have a credit card?
If you do not have a credit card, please take your Apple TV to one of the following, based on your region:

How do I get my Apple TV serviced?
It's easy! You can contact us. We will send you a replacement Apple TV, together with instructions on how to return your defective Apple TV to Apple. Please return your defective Apple TV to Apple within 10 business days to avoid being charged the cost of the replacement. Alternatively, you have additional choices based on your region:

Will the data on my Apple TV be preserved?
No. You will receive a replacement Apple TV that will not contain any of your data, songs, movies, or photos. Please include your Apple Remote and power cord with your Apple TV.

How long will my Apple TV service take?
Your service will take approximately one week from the time you set up service.

What is the status of my Apple TV service request?
You can check the status of your Apple TV service at any time on our easy service status website.

Can I extend service coverage on my Apple TV beyond the warranty?
The AppleCare Protection Plan for Apple TV extends the service and support coverage for the Apple TV, its included accessories, and iTunes software to up to two years from the date of purchase of the Apple TV. The AppleCare Protection Plan for Apple TV must be purchased while your Apple TV is covered under Apple's One-Year Limited Warranty.

One of my Apple TV accessories isn’t working. Can I get a replacement?
Yes. You can contact us. Alternatively, you have additional choices based on your region:

What kind of activities will void my warranty?
Apple’s One-Year Limited Warranty excludes coverage for damage resulting from accident, abuse, misuse or unauthorized service, including opening the product. Please review the warranty for further details.

In the event that your returned Apple TV has stopped working due to damage resulting from accident, abuse, misuse or unauthorized service, Apple will charge you for the replacement. See Apple's Repair Terms and Conditions for details.

Does Apple warrant my Apple TV service?
If a replacement Apple TV is provided under warranty, the replacement will be warranted against defects for the remaining term of the warranty or 90 days after service, whichever provides longer coverage for you. If a replacement Apple TV is provided outside of warranty, Apple warrants the replacement against defects for ninety (90) days from the date of service.