How you report a problem to Apple depends on what went wrong. A broken or misbehaving device goes to Apple Support (online, in the Support app, by phone, or at a store). A bad App Store purchase, an unwanted subscription, or a charge you don’t recognize goes to Apple’s Report a Problem site. And general product ideas go to Apple Feedback. This guide walks through each route so you reach the right team the first time.
Quick Answer
- Device or software problem: go to getsupport.apple.com or open the Apple Support app, choose your product and issue, and pick chat, call, or a repair appointment.
- Purchase or refund problem: go to reportaproblem.apple.com, sign in, choose what you need help with, select the purchase, and submit.
Report a Device or Software Problem
Online at getsupport.apple.com
- Go to getsupport.apple.com and sign in with your Apple Account.
- Select your device (it lists products linked to your account) or choose a product category.
- Pick the topic that best describes the issue, such as Battery, Screen, or Software, and describe the problem.
- Choose how to get help: Chat, Call (Apple calls you), Schedule a call, Bring in for repair, or Mail-in repair. Options depend on your country, product, and coverage.
In the Apple Support App
- Download the free Apple Support app from the App Store.
- Sign in, tap your device under My Devices, and choose the issue.
- Follow suggested articles, or tap Contact options to chat, call, or book a repair.
The app also shows your devices’ warranty and AppleCare coverage.
By Phone or In Person
- Phone: in the U.S., call 1-800-APL-CARE (1-800-275-2273). Other countries have their own numbers on Apple’s contact page.
- Apple Store or authorized service provider: book a Genius Bar or repair appointment through getsupport.apple.com or the Support app. Walk-ins may wait longer.
Report a Problem with a Purchase
- Go to reportaproblem.apple.com and sign in with the Apple Account used for the purchase.
- Tap I’d like to / What can we help you with? and choose an option such as Request a refund or Report a quality issue.
- Choose the reason, select the item, and tap Submit.
Apple usually replies by email within a few days. Refunds aren’t guaranteed and are reviewed case by case. For a purchase from the last 90 days, you can also find it in your purchase history (Settings > your name > Media & Purchases > View Account > Purchase History).
Report a Problem with an App or Its Developer
- For bugs in a third-party app, contact the developer first: in the App Store, open the app’s page and tap App Support or Developer Website.
- To report an app that is a scam or violates the rules, use Report a Problem on the app’s App Store page or at reportaproblem.apple.com.
Send Feedback or Report a Bug
- Product feedback: use apple.com/feedback to suggest features or report issues. Apple reads it but doesn’t reply individually.
- Beta software bugs: if you’re in the Apple Beta Software Program, use the Feedback Assistant app.
- Security vulnerabilities: report them through Apple’s security research site.
- Phishing emails or messages pretending to be from Apple: forward suspicious emails to the phishing report address listed on Apple's “Recognize and avoid phishing” support page, and use Report Junk in Messages.
Tips for a Faster Resolution
- Have your device’s serial number ready (Settings > General > About).
- Back up your device before any repair appointment.
- Note what you’ve already tried, such as restarting or updating.
- Save your case number so you can follow up without repeating everything.
Frequently Asked Questions
Is Apple Support free?
Contacting Apple is free. Repairs may cost money unless your device is under warranty or AppleCare.
How long does a refund request take?
Apple typically responds within 24 to 48 hours, though it can take longer. Approved refunds go back to your original payment method.
Can I report a problem without an Apple Account?
You can call Apple or visit a store, but online tools and purchase reports require signing in.
Summary
- Device issues: getsupport.apple.com or the Apple Support app.
- Purchase issues and refunds: reportaproblem.apple.com.
- App bugs: contact the developer; report scams through Apple.
- Ideas and general feedback: apple.com/feedback.
Kermit Matthews is a freelance writer based in Philadelphia, Pennsylvania with more than a decade of experience writing technology guides. He has a Bachelor’s and Master’s degree in Computer Science and has spent much of his professional career in IT management.
He specializes in writing content about iPhones, Android devices, Microsoft Office, and many other popular applications and devices.