How to find iPhone help while Apple Stores are closed

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With the coronavirus pandemic impacting communities worldwide, retailers and businesses are making the decision to temporarily close their doors in the interest of public safety. One of the biggest names to shut up shop for now is Apple, with the tech giant closing all retail stores outside greater China – and yes, that includes Australia.

While Apple initially planned to stay closed through to March 27, it’s likely the shutdown will be extended. Apple Australia is now advising customers that retail locations will remain closed ‘until further notice’, to protect both staff and customers from the COVID-19 outbreak.

If you’re an Apple customer, you may now be concerned about where to get help in the event of a product malfunction or issue. Fortunately, customer support is still available, even if it’s not face-to-face at a Genius Bar.

Apple online support

No matter the Apple product you’re having trouble with – be it an iPhone, Apple Watch, Mac, iPad, Apple TV, or even just the App Store – you’ll be able to find assistance through Apple’s online support. This help portal features how-to guides for all devices, including setup and troubleshooting, as well as watch-and-learn videos to help you explore each product’s features.

If you’re having difficulty with an Apple product, you can seek out specialist support. The Apple Community forums connect Apple users from around the globe to offer advice and assistance – simply post your question and wait for Apple fans and experts to reply.

For major issues, you can also get in touch with Apple’s helpdesk directly. Select your product, then you’ll be taken through a series of prompts to help identify the problem you’re experiencing. You can then nominate your preferred assistance channel – e.g. calling Apple Support via phone, using Apple’s online chat, or – when recommended – taking the issue to your mobile provider, who can help with problems such as connectivity or network trouble.

Apple phone support

If you’d prefer to skip the online troubleshooting and talk to Apple directly, your best bet is calling Apple Support. Assuming your problem isn’t iPhone-related – or that you have a backup handset or home phone – you can call the Apple Support team on 1300 321 456, or 1800 005 608 for Beats products. If you require assistive technology, Apple’s accessible support number is 1300 365 083.

Before you call, make sure to have your Apple ID details handy, as well as your device’s IMEI, MEID or serial number. To find this, tap your device’s Settings app, then select General, then open About. Scroll down, and you’ll find each of these numbers fully listed.

iPhone 11

Apple device repairs

Broken phone or cracked screen? If your device is in dire need of physical repair, you should still be able to arrange a mail-in fix while Apple Stores are closed. You can organise this through Apple’s online support page, or over-the-phone – Apple staff can assess your problem, take your details, and send out a pre-printed label for you to use when shipping your item to a Repair Centre.

If you can’t wait that long, you may also be able to take your product to an Authorised Service Provider. These are third-party repairers who have been trained by Apple to service products such as iPhones and iPads, so all repairs are Apple-certified. Again, Apple’s online and phone support can advise you where your nearest authorised provider is located, and how to go about making an appointment.

Although you may be tempted to take your device to an unlicensed dealer or repair shop for quick, same-day solutions, be aware that doing so will most likely void your Apple warranty, which could cause problems if you need an official repair or replacement down the line.

AppleCare warranties

If you’ve purchased the AppleCare extended warranty for your item, or would like to upgrade or renew your coverage, you can still make claims or find assistance through Apple’s online and phone support.

Generally, you have 60 days to add AppleCare+ when purchasing an Apple product, and this can be done online, over the phone, or through your device itself by opening Settings, then About, then selecting AppleCare+. Otherwise, your purchase will come with Apple’s standard one-year limited warranty.

If you need AppleCare assistance, you can again lodge a claim by calling 1300 321 456 or using Apple’s online support portal, and having your account and device details ready.

iPhone plans compared

If you’re not yet an Apple device owner, you’re still free to purchase products online, and in stores from any still-open partnering retailers. You can also pick up the flagship iPhone 11 range on plans from major telcos, including Telstra, Vodafone, and Optus.

You can compare iPhone 11, iPhone 11 Pro, and iPhone 11 Pro Max plans in the tables below.

iPhone 11 Plans

The following table shows a selection of 24-month 64GB Apple iPhone 11 plans on Canstar Blue’s database, listed in order of standard cost, from the lowest to highest and then by data allowance, largest to smallest. Use our comparison tool above to see plans from a wide range of telco providers. This is a selection of products with links to referral partners.

iPhone 11 Pro Plans

The following table shows a selection of 24-month 64GB Apple iPhone 11 Pro plans on Canstar Blue’s database, listed in order of standard cost, from the lowest to highest and then by data allowance, largest to smallest. Use our comparison tool above to see plans from a wide range of telco providers. This is a selection of products with links to referral partners.

iPhone 11 Pro Max Plans

The following table shows a selection of 24-month 64GB Apple iPhone 11 Pro Max plans on Canstar Blue’s database, listed in order of standard cost, from the lowest to highest and then by data allowance, largest to smallest. Use our comparison tool above to see plans from a wide range of telco providers. This is a selection of products with links to referral partners.

Image: aiyoshi597 / Shutterstock

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