How to chat with Apple support directly from your iPhone

There are countless resources on the internet (articles, videos, etc.) that can help solve problems with Apple products and services. Sometimes, though, it’s quicker and better to talk to an Apple Support representative directly — especially if you’ve exhausted the troubleshooting options.

This guide will show you how to chat with Apple Support from your iPhone or iPad via iMessage. If you want calls to texts, you’ll also learn how to talk to an Apple Support representative via phone call.

Chat with Apple Support via the app

If you live in a supported country, you can download the Apple Support app and start an iMessage conversation with a support technician. This is the easiest and fastest way to get support as the app will automatically list all your Apple devices.

  1. Open Apple Support and sign in with your iCloud account. You will get a list of all your devices at the top below Products.
My Device in Products
  1. Go ahead and tap the product you need support for. Below your device you will see a list of Apple services and below that you will find more products like AirTags, Apple ID, Apple Pay etc. When choosing a device like iPhone, you will get specific support options .
Product support screen

3. Go ahead and tap on a category and you’ll get a list of other possible problems you can choose from.

Menu of possible problems

4. Here you can choose one of the predefined options or you can tap Describe your problem. If you tap the options, it will search through a list of possible support options.

Contact via the Message icon

5. Depending on your region, you will get different options like bring your device in for repair, some troubleshooting articles etc. At the bottom you will see related options. Contact: iMessage or Phone Call. Go ahead and tap that to start a live iMessage chat with a support representative.

6. If you selected Describe your problem, go ahead and enter the details of the problem you are having.

Describe your Crash screen

7. Again, you will see a list of options, one of which should be iMessage.

iMessage preferences

Chat with an Apple Representative via the Website

Visit the Apple Support page (getsupport.apple.com) in your browser and provide your location when prompted. We list all the necessary steps below.

  1. Choose your location from the options. If you’re not sure, tap Use my location button.
Use my location button

That will prompt Apple to automatically detect your current location and suggest support options that apply to services in your area.

  1. Select your country to continue. If you do not find your country or region in the list, select View options to see all supported regions.
See options button
  1. On the next page, select the affected Apple product or service.
Select product screen
  1. Choose the topic or category that best describes the problem you need help with. Apple will then suggest the best support option based on your selection.
Support items
  1. Scroll to the bottom of the page and select Topics not listed.
Topics are not listed
  1. Enter a brief description of the problem in the dialog box and select Submit.
Issues are listed in the dialog box
  1. Option Chat with Messages.
Chat using Messages
  1. Enter or paste your device’s serial number in the dialog box, wait for Apple to verify the number, and select Open to launch the Messages app.
Serial number and Open in Messages button
  1. If this is your first time messaging a business in the Messages app, Apple displays a card detailing how Business Chat works. Clap Continue proceed with.
Continue button
  1. Enter the details of the problem in the text box and tap To send button.
Message has been sent to Support

Wait for the bot to connect you with an Apple Support representative or advisor. This process usually takes about two minutes or less. Subsequent responses to our queries and comments also take about 2-3 minutes. For the best experience, use clear words and sentences in your messages. Also, avoid confusing acronyms or slang.

Since this is an iMessage conversation, you can send multimedia files (screenshots, audio messages, etc.) to help the agent better understand and resolve the issue you’re having. If you’re not sure about anything, ask the representative you’re talking to. They are very friendly and ready to assist with any queries you may have.

Chat window with Support

You can always message Apple Support via iMessage anytime you have a problem with any Apple product or service. Just open a conversation with Apple Support in the Messages app and drop a message regarding the old or new issue. An Apple Support representative will respond to your message within a few minutes.

How to talk to an Apple representative

If you’re not getting a response via Messages — which is unlikely — or you’d rather call than text, here’s how to get Apple Support to call you.

  1. Visit the Apple Support page in your browser and select the product category you need help with.
Product catalog window
  1. Choose a topic that best describes the problem with your device, app, subscription, etc.
Support topics
  1. On the next page, select Topics not listed.
Theme is not listed as optional
  1. Enter the details of the problem in the dialog box and press Submit.
Description of the incident field
  1. Option Talk to Apple Support Now is your preferred support option.
Options Talk to Apple Support Now

Note that the “Talk to Apple Support Now” option will change to “Schedule a call” when an Apple Support representative is not available. In that case, select Schedule a callselect the date and time you want Apple Support to call you and press Option.

Schedule call options
  1. Enter or paste your device’s serial number to continue. Then provide your details (name and email) along with your phone number and press Continue.
Serial number display and Continue button

Check out the next section for detailed instructions on how to check the serial number on an Apple device.

The Support website will register your report, email a confirmation, and assign your “case ID” to an Apple Support representative. You should receive a call in two minutes or less. If you don’t answer the phone, Apple will send a reminder to your email and call you back.

Support registered and Thank you for contacting us by email

If you still don’t answer the phone, you’ll have to start the process from scratch to reschedule a new call.

By the way, we should mention that phone call support is not available for some products and services. If you get an error saying “Unfortunately, the support option you selected is not available for that product,” talk to Apple Support.

"Sorry, the support option you selected is not available" screen

Check Serial Numbers for Apple Products

It’s important to have your device’s serial number ready before contacting Apple Support via iMessage or phone call. You’ll find your device’s serial number on the box packaging. But if you can’t find the packaging anymore, we’ll show you how to check the serial number on your Apple device.

For iPhone, go to Setting > Shared > Aboutand check Seri number row. Want to copy the serial number? Press and hold the serial number and select Copy.

Serial number copied

You can also check the serial numbers of Apple accessories (AirPods, Apple Watch, etc.) right on your iPhone. For AirPods, go to Setting > Bluetoothtouch information icon next to AirPods and check the “About” section for the serial number.

About > Serial Number” class=”wp-image-14008″  /></figure>
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<p>To find your Apple Watch’s serial number, launch <strong>Clock</strong> app, go to <strong>My watches</strong> tab, select <strong>Setting</strong> > <strong>Shared</strong> > <strong>About</strong>and check the goods “Serial number”.</p>
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Settings > General > About > Serial Number ” class=”wp-image-14009″  /></figure>
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<p>Need your Mac’s serial number?  Open the Apple menu, select <strong>About this Mac</strong>and check the goods “Serial number”.</p>
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Serial number in the Overview tab

Get instant support

A quicker way to call or chat with Apple Support is through the official Apple Support app. Install apps on your iPhone and get help from Apple Support agents without having to navigate through several websites.

The app can also help locate the Genius Bar, Apple Store, Apple-authorized service providers, and nearby repair centers. Despite the many benefits and features of the Apple Support app, its use is currently limited to 22 countries.

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