My AppleCare: Help



About My AppleCare: My Info
My Info Requires Apple ID
My Info Repair Status Terminology
Step-by-Step: Get Repair Status
Step-by-Step: Change Your Profile
How to Review Cases
What to Do About a “Session timed out” Error Message
What to Do When Your Serial Number Is Not Recognized
How to Change the Country or Language Selection
What to Do About Error Messages
How to Get Additional Help



About My AppleCare: My Info
My Info is an AppleCare website where you can review information and manage tasks related to your Apple products. My Info provides the following options:
  • Case Information: See a list of your cases as recorded by AppleCare Phone Support.
  • Repair Status: See a list of repairs associated with your Apple ID, and their status.
  • Request Product Service: Submit a product service request if you have exhausted the troubleshooting help provided online.
  • Change your Profile: View, edit, add, or delete your contact information.
  • Agreements: Enroll a new AppleCare agreement.
All of the information in My Info comes from the system that Apple’s phone agents use.

My Info Requires Apple ID
An Apple ID account lets you personalize your Apple online experience and protects your identity. Once you have created an Apple ID you will use it to access personalized Apple websites, including My Info. For further Apple ID information and troubleshooting help, please visit our Apple ID Help page.

My Info Repair Status Terminology
My Info: Repair Status Terminology is a technical document that provides detailed explanations of status messages that might occur during a repair status check.

Step-by-Step: Get Repair Status
To see the status of a repair associated with your Apple ID, click the Repair Status link on the My Info menu page. If the repair you want to check is not associated with your Apple ID, it will not appear on the list.
For more detailed information, click the status value.

To check the status of a repair not associated with your Apple ID follow these instructions:
  1. Scroll to the Search for Another Repair box.
  2. Type in your case number or your dispatch number.
  3. Type in your customer number (CIC) or product serial number or zip/postal code.
Repair Status information is provided as a convenience to you, and should only be used as a guide.

Note: Tracking numbers are used by some carriers to track the progress of a shipment between you and the repair center. The shipping company may re-use a tracking number after the package has been shipped.

Step-by-Step: Change Your Profile
To make changes to your profile:
  1. To see your personal information as it is currently recorded, click the Change Your Profile link on the My Info menu page.
  2. To change any of this information, click the Edit Your Profile link.
  3. To update your profile, type-in or over-type your personal information in the form.
    You can change your name, e-mail address, phone numbers, address, preferred language, and your contact preferences.

    Note: When entering phone numbers, be sure to separate out the international code for your country, the area code and the rest of the number. Enter only digits. Spaces and punctuation (+, -, and so forth) are not permitted. Follow the on-screen examples for your country.

  4. When you have updated your information, click Continue and confirm the information is correct.
  5. If the information is not correct, click the Edit Your Profile link again and make the necessary changes.
How to Review Cases
To review your cases, click the Review Cases link on the My Info menu page. You will see a list of your open cases as recorded by AppleCare Phone Support.

What to Do About a “Session timed out” Error Message
Your session may time-out if you do not interact with the browser for a period of time. Make sure you have your serial number and other relevant information before you begin. See My AppleCare Enroll Agreements Help to learn what you need to enroll an agreement.
If your session does time out, it is best to quit your browser and start again.

What to Do When Your Serial Number Is Not Recognized
Make sure to enter your product’s serial number and agreement enrollment numbers correctly. If you make a mistake, the whole transaction may be rejected and you may have to start again. Carefully distinguish between the digit zero (0) and letter oh (O).

If you have typed your product’s serial number and you receive an error message that it is not valid please use the number below to call Apple at the number below.

How to Change the Country or Language Selection
Once you have clicked Continue at the end of each step, you cannot use your browser’s back button to change information from a previous page. Instead, cancel and start again.

What to Do About Error Messages
If you see an error message when making any transaction on this website, try the following suggestions:
  1. Make sure the product information (product serial number, agreement number) is accurate.
  2. Enter your contact information (phone number, postal/zip code) correctly.
  3. Separate the country and area codes from your phone number(s). Enter only digits. Spaces and punctuation (+, -, and so forth) are not permitted. Follow the on-screen examples for your country.
  4. Once you have clicked Continue at the end of each step, you cannot go back by clicking your browser’s back button to change information from a previous page. Instead, cancel and start again.
  5. If you continue to see error messages, contact AppleCare Web Support using the form below.