• When you use Apple Support, your Apple Account information and certain device identifiers will be used for authentication purposes, and data including internet protocol (IP) address; name, email address, and phone number; and analytics information on usage, including your country, region, language, internet service provider (ISP), referring source and handoffs, operating system, date/time stamp, clickstream data, device’s battery health, device diagnostics information where you choose to run them, and Apple warranty status may be sent to Apple.
• To provide optimal service and to confirm coverage status and eligibility, we also collect the serial number of devices associated with your Apple Account and serial numbers you enter into Check Coverage.
• After you have requested support for a device and/or issue, we associate the relevant Case ID, Reservation ID, Repair ID, or Order ID with your Apple Account.
• If you have enabled Location Services for Apple Support and precise location is on, Apple Support will collect your precise location to provide nearby support options upon your request.
• If you choose onsite repair or pickup and delivery, Apple Support will collect your address, phone number, and any other instructions you provide in order to facilitate your device repair or pickup.

Apple Support is designed from the ground up to protect your privacy. We work hard to collect only the data we need to make your experience better. When we collect data, we believe it’s important for you to know what we’re collecting and why we need it, so you can make informed choices.

Providing Apple Support

Apple Support is intended to help you troubleshoot problems, answer questions, schedule repairs, diagnose issues, check your Apple warranty status and eligibility for additional AppleCare coverage, purchase additional AppleCare coverage and connect directly with AppleCare advisors for support with your Apple devices, products and services more effectively. We use your personal data to provide these services and features in Apple Support.

To request support for a specific device or service and submit related information to Apple Support, each user must have an Apple Account. Your Apple Account is used for authentication purposes, as well as to display your devices, products and services on Apple Support. When you use Apple Support, we may receive your name, email address and phone number to communicate with you about your issue.

When you use Apple Support, we will collect the serial number of devices associated with your Apple Account and serial numbers you enter into Check Coverage to provide device-specific service and to confirm your Apple warranty status and eligibility for additional AppleCare coverage. Additionally, Apple will collect information about your Apple devices and services, your warranty status, operating system, your country and language, referring source, and app version at launch to recommend support content that’s most relevant to you.

When you use Apple Support for troubleshooting, we will collect the questions you ask, along with the device and Apple Account information described above, to understand your concern and provide relevant responses. In providing you with these responses, Apple will remove any personal data from the content of the queries and these messages will not be tied to any personal identifiers. If you subsequently connect directly with AppleCare advisors, Apple will associate these search queries with your Case ID and support case.

When you request a mail-in repair or replacement, we may collect shipping information, billing information and payment processing information in order to facilitate that request.

We will also associate the relevant Case ID, Reservation ID, Repair ID or Order ID with your Apple Account in order to provide service and troubleshoot your issue. These identifiers also provide the ability for you to refer to support or sales interactions for purposes of satisfying any subsequent needs from us.

If you request nearby points of service, we collect your precise location to display a list of nearby Apple stores, Authorized Service Providers, or drop-off locations for your repair only if you have Location Services enabled for Apple Support and precise location is on. If you have enabled Location Services for Apple Support, we may also collect your precise location to provide country and region detection and app functionality. For example, if you travel to another country, we may prompt you to change your current country to update your support options to those offered in that location. If you do not have Location Services enabled, Apple Support will rely on the region selected in your device settings.

If you request onsite repair or pick-up and delivery, we also collect your address, phone number and any other instructions you provide, and will share this information with the Apple Authorized Service Provider, who will meet you at your desired location and communicate with you about your repair.

If you choose to run diagnostics with the Apple Support app, Apple may collect and retain the following diagnostic data:

• Identifiers related to the device, such as serial numbers, SEID, IMEI and MEID identifiers related to parts and paired accessories
• Performance data from the device, parts and paired accessories
• Device name
• Device name
• Daily count of call attempts
• Call duration
• App usage data

Apple and its third-party Apple Authorized Service Providers may use the diagnostic data to:

• Troubleshoot issues
• Verify, calibrate and link parts to your device to optimise part performance
• Provide part information to you
• Prevent fraud against you or Apple and ensure the security of your device and parts
• Determine warranty coverage
• Improve relevant Apple products and services

You may also send diagnostic logs to Apple in order to troubleshoot issues with applications and features on your device and to help improve Apple products and services.

Providing Apple Support

We may use your Apple Support search data to improve models that power Apple Support. No data directly tied to you is used to improve these models. To opt out the use of your data to improve these models, go to Account > Improve Search in Apple Support.

Check Coverage App Clip

The Check Coverage App Clip is a fast and lightweight way to confirm your device’s Apple warranty status and eligibility for additional AppleCare coverage without downloading the full app. If you use the Check Coverage App Clip, your Apple Account information and certain device identifiers will be used to authenticate you, and the serial number will be used to confirm the Apple warranty status and eligibility for additional AppleCare coverage for devices associated with your Apple Account. For devices that are not associated with your Apple Account, you can check the Apple warranty status and eligibility for additional AppleCare coverage by entering the serial number. Data collected by the App Clip will not be shared with third parties. For more information about App Clips, see support.apple.com/102093.

Analytics Information on Usage

When you install Apple Support or launch the Check Coverage App Clip, an analytics identifier will be randomly generated to collect information about your installation/launch and usage, such as your country, region, language, internet service provider (ISP), referring source and handoffs, operating system, date/time stamp and clickstream data. For Apple Support, if you check the battery status of your device, the analytics identifier may also collect information about your device’s battery health and Apple warranty status. Apple will use this information, which cannot be used to identify you, for analytics purposes. If you delete and then reinstall Apple Support or relaunch the Check Coverage App Clip, a new analytics identifier will be randomly generated.

Note: In China, we may ask for one or more of the following identifying documents as part of the Genius Bar appointment setup process:

• Government-issued ID
• PRC Resident registration
• Home Return permit
• Mainland Travel Permit for Taiwan Residents

Sharing with Third Parties

We may make some of your personal data, such as your name, phone number, email address, device serial and IMEI number, and Case ID, available to third-party Apple Authorized Service Providers who are troubleshooting your particular issue. If you request an onsite repair or pick-up and delivery, we will also provide the address, phone number and instructions you specify to the Apple Authorized Service Provider who will facilitate your device repair or pick-up.

Retention

We generally retain personal data associated with your Apple Support and Check Coverage App Clip sessions for up to 25 days, although chat transcripts are retained for two years. If you run diagnostics from within the Apple Support app, the diagnostic logs are retained for 30 days and device diagnostics information may be retained for up to eight years, as required by law. If you open a support case and create a reservation from within Apple Support, the personal data associated with your support case will be retained for eight years, as required by law. We may also retain some of your personal data for fraud detection purposes. Generally, Apple retains personal data only for so long as necessary to fulfil the purposes for which it was collected, including as described in Apple’s Privacy Policy or in our service-specific privacy notices, or as required by law. When assessing retention periods, we first carefully examine whether it is necessary to retain the personal data collected and, if retention is required, work to retain the personal data for the shortest possible period permissible under law. You can submit an account deletion request via Apple’s Data and Privacy page at privacy.apple.com. If you have any questions about how your personal data is used in relation to Apple Support, or if you would like to get in touch with our Data Protection Officer, you can contact us at 102.p.syniva.es/legal/privacy/contact.

At all times, information collected by Apple will be treated in accordance with Apple’s Privacy Policy, which can be found at apple.com/au/privacy.

Published Date: March 31, 2025