iPhone Developer Program Support

Tech Support

What type of technical support does the iPhone Developer Program offer?

Participants in the iPhone Developer Standard or Enterprise Programs have exclusive access to code-level and circuit-level technical support from the Developer Technical Support (DTS) team. You may use the Technical Support Incidents that are bundled in your annual Program membership to consult with one of our engineers about the code you are writing or the hardware you are building.

Both the iPhone Developer Standard and Enterprise Programs include two (2) engineering consultations per membership year. Additional Technical Support Incidents are available for purchase in either a 2-Pack for $99 USD or 5-Pack for $249 USD.

How do I submit a code level technical support request?

Support from Apple’s Developer Technical Support (DTS) team is delivered via email in English and Japanese. iPhone Developer Program Standard or Enterprise members may send support questions to idp-dts@apple.com. Please be sure to submit all such emails from the email address associated with your iPhone Developer Program account. You will receive an acknowledgment by the next business day that will include your Follow-Up ID and any further instructions. Apple DTS engineers typically provide an initial response to your specific support request within three business days. To help accelerate a response to your question, please follow the email guidelines below.

• Submit all support emails from the email address associated with your iPhone Developer Program account.
• Ensure your email subject line is as descriptive as possible (not just ‘technical question’).
• Submit only one support issue (a single, discrete problem) per request. Multiple questions per request may require multiple Technical Support Incidents and may delay a response from a DTS engineer.
• In your email, include:
  • Your name, e-mail address, phone number, company name, and Follow-Up ID (if referring or responding to an open issue).
  • A full description of the problem/question, including actions you’ve already taken to solve the problem and any extra conditions to consider (e.g. only fails on a specific OS, steps to reproduce, etc.)
  • An attachment containing relevant crash logs or Console logs. Both crash and Console logs for iPhone OS devices are available within Xcode’s Organizer window when your device is plugged in, under Window > Organizer. A symbolicated crash log is very useful. See “Crash Reporting for iPhone OS Applications” for more information on creating symbolicated crash logs.

Can I purchase additional Technical Support Incidents?

Yes. Participants in the iPhone Developer Standard or Enterprise Programs can purchase additional Technical Support Incidents in the iPhone Developer Program Portal, in the Team section, under the Tech Support tab. Additional Technical Support Incidents can be purchased in either a 2-Pack for $99 USD or 5-Pack for $249 USD.

Can I obtain code-level technical support for development with pre-release software?

While code-level technical support for pre-release software is not available from Apple, if you are a member of the iPhone Developer Program, you may wish to post your question to the Discussion Forum or visit the iPhone Dev Center to determine if the answers to your questions are provided there. Additionally, you may also wish to file a bug report if you feel that you've identified a bug or would like to file an enhancement request.

Can I share my Technical Support Incidents with other developers on my iPhone Developer Program Team?

Any participant in the iPhone Developer Standard and Enterprise Programs may utilize the Technical Support Incidents included in your team’s annual iPhone Developer Program membership or Technical Support Incidents which have been purchased for your team.

What happens to any unused Technical Support Incidents (TSIs) that I have purchased, after I have renewed?

Technical Support Incidents purchased separately from your iPhone Developer Program expire one year from the purchase date; however, you must maintain your membership in the iPhone Developer Program through the expiration date of the purchased incidents in order to be able to access them.

Where can I send feedback on the service I received for my Technical Support Incident?

Please submit feedback regarding your technical support incident service by filling out the Contact Us form.

Where can I get help installing, using, or updating Apple Software?

For help with installing, using or updating Apple Software, or for help in getting your Apple computer set up or serviced, please refer to the support options listed below.

Apple Products - Standard Telephone Support

To obtain up-and-running support for the first 90-days you own your product call:

• In the USA:
  • QuickTime inquiries: 1-512-674-8700
  • All other Apple product inquiries: 1-800-275-2273
• In Canada: 1-800-263-3394

Apple Products - Online Support Resources

• Apple’s Support Site provides the most comprehensive support information available from Apple. This support site includes software updates and utilities, technical support and product information.
• Search Apple's Tech Specs database for current, as well as past product information at a glance.
• The Apple Discussions area is your interactive resource for product-specific information and feedback.
• AppleCare offers a range of AppleCare service and support products to meet your needs.
• Please forward any feedback regarding Customer Support to Apple via the Customer Support Feedback website.