Code-Level Support

A Technical Support Incident (TSI) is a request for code-level support for Apple frameworks, APIs, and tools, and is available to members of the Apple Developer Program and Apple Developer Enterprise Program. Submit a TSI if you cannot fix a bug, have trouble implementing a specific technology, or have other questions about your code. Your incident will be assigned to a Developer Technical Support engineer who can help troubleshoot your code or investigate possible workarounds to fast-track your development. Support is provided in English via email, typically within three business days.

Before you submit a TSI

Be sure to review the following documentation for all Apple platforms or see if the issue you’re experiencing has been discussed and resolved on the Apple Developer Forums.

How to submit a TSI

Apple Developer Program and Apple Developer Enterprise Program members can submit a TSI in the Code-Level Support section in their account.

Before submitting a TSI, make sure to do the following:

  • Run Build and Analyze in Xcode and resolve any outstanding analyzer results, if possible.
  • Review Technical Note 2431: App Testing Guide for tips on reproducing bugs that you or your customers are experiencing.
  • Attach symbolicated crash reports and diagnostic logs that you have in regards to your question.
  • Attach any console output containing errors or exceptions when building or running your app.
  • Abstract the issue into a sample Xcode project, if possible. This includes forming abstracted classes and resources into a sample Xcode project.
  • Provide clear and concise steps to reproduce the issue, if applicable.

When submitting a TSI, follow these guidelines:

  • Submit only one support issue (a single, discrete problem) per request.
  • Provide a clear and detailed description with as much information as possible. Include steps you’ve taken to solve the problem and conditions we should consider (such as failing on specific hardware or OS version).
  • Submit your question in English and avoid using acronyms, jargon, and nonstandard abbreviations.

Include the following items as applicable when you submit your request, or in a reply once you receive a follow-up number from Developer Technical Support:

  • Symbolicated Crash Reports and Diagnostic Logs
  • App Review rejection letter (and any associated attachments), if applicable
  • Screenshots (showing error messages)
  • Sample Xcode project or source code
  • Console output (containing errors or exceptions)
  • Configuration/System Profiler file

Receiving and managing TSIs

Included with each enrollment are two TSIs, which will expire at the end of your membership year. You’ll receive two new TSIs when you renew your membership. View your available TSIs, their expiration dates, and your request history in the Code-level Support section in your account. Your TSIs are grouped by expiration date, and the ones that expire first will be applied first.

Additional TSIs are available for purchase in either a 2-pack for 99 USD or 5-Pack for 249 USD in the Code-Level Support section of your account. TSIs purchased separately expire one year from the date of activation.

Can I submit a TSI to get help with Apple beta software?

Yes. Developer Technical Support (DTS) can help you determine if an issue you’re seeing using prerelease software is the result of your code or the software. First, test and confirm that the issue reproduces on the latest beta. If it does, submit the results of your testing via Feedback Assistant. Then submit a TSI in the Code-Level Support section of your account and include the Feedback ID number.

Please note that prerelease software changes rapidly. Technical guidance may become obsolete in subsequent releases, and from prerelease to final release. It’s important to test your app on each prerelease so you can identify any impact and so you can file feedback about issues you experience.

You can also post questions and find answers in the Apple Developer Forums.

Where can I get IT department-level support?

If you’re deploying macOS, macOS Server, or iOS devices in your organization, AppleCare can provide integrated expert support, if available in your region. Learn more about AppleCare Professional Support.

Where can I get customer support for Apple products or software?

If you’ve purchased Apple products or software and are experiencing nondevelopment issues, you can get software updates and utilities, technical support, and product information on the Apple Support Site.