Mac Developer Program Support

Tech Support

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.

What type of technical support does the Apple Developer Connection offer?

Apple Developer Connection (ADC) Members have exclusive access to code-level technical support from the Developer Technical Support (DTS) team. You may use the Technical Support Incidents that are bundled in your annual Premier or Select membership, or that have been purchased separately, to consult with one of our engineers about the code you are writing or the hardware you are designing.

Premier membership includes eight engineering consultations per membership year. Select membership includes two. All ADC (Online, Select, or Premier) members may purchase technical support consultations individually at US$195 per incident.

What other technical support options are available to developers?

Apple Training also offers several courses that help developers build full-featured applications using the advanced developer tools available on Mac OS X.

How do I submit a code level technical support request?

Code level support from Developer Technical Support (DTS) engineers is delivered via email in English and Japanese. ADC members may send support questions to dts@apple.com. You will receive an acknowledgment by the next business day that will include your Follow-Up ID and any further instructions. 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.

• 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.
• 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 specific hardware, only interested in the education market, etc.)
  • An attachment with a sample project or source code demonstrating the problem if appropriate.
  • For crashes*/bugs, please include full configuration information from the Apple System Profiler. Also retrieve and store crash information in a text file with your e-mail.

Note: If you are experiencing or reporting crashes:

• Enable the logging of crashes through the “Console” application preferences. Select the “Crashes” tab pane and click the “Log crash information” or “Enable crash reporting” check box (depending on the version of Console.app).
• All the crash information, whether from stdlog or CrashReporter, should be stored in a text file that you can send as part of your email.

Can I share my Technical Support Incidents with other developers in my organization?

As specified in the ADC Terms and Conditions (PDF) you accepted when becoming a member, you may transfer the technical support benefits bundled with your membership to another ADC member employed at your organization. To do so, simply log in to the ADC Member Site and go to the ‘Assets’ section of the ‘My Account’ area. Check the ‘Transfer’ box next to the Technical Support Incident. Enter the recipient’s e-mail address, Apple ID, or ADC Member Number and click the ‘Continue Transfer’ button.

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.