Requesting Technical 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, Apple Developer Enterprise Program, and MFi 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 provide workarounds to fast-track your development. Responses are delivered via email in English, typically within three business days.

Receiving and Managing TSIs

  • Apple Developer Program and Apple Developer Enterprise Program
    Included with each enrollment are two Technical Support Incidents, which will expire at the end of your membership year. You will receive two new TSIs when you renew your membership. Additional TSIs are available for purchase in either a 2-pack for $99 USD or 5-Pack for $249 USD in the Programs & Add-ons tab in Member Center. TSIs purchased separately expire one year from the date of activation.
  • MFi Program
    Included with each enrollment are eight Technical Support Incidents per membership year.

View your available TSIs, their expiration dates, and your request history in the Programs & Add-ons tab in Member Center. Your TSIs are grouped by expiration date, and the ones that expire soonest will be used first. Please note that TSI management in Member Center is not available for MFi Program members.

Before You Submit a TSI

Be sure to review the following documentation and see if the issue you are experiencing has been discussed and resolved on the Apple Developer Forums.

  • Technical Notes
    Review notes on specific technical issues for iOS, OS X, and Safari.
  • Technical Q&As
    Get answers to common coding questions for iOS, OS X, and Safari.
  • Apple Developer Forums
    Post questions and discuss a variety of topics with other developers and Apple engineers in the Apple Developer Forums.

How to Submit a TSI

Apple Developer Program and Apple Developer Enterprise Program members can submit a TSI in the Programs & Add-ons tab in Member Center. MFi Program members can use the MFi Program Technical Support Incident form.

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

  • Run Build and Analyze in Xcode and resolve any outstanding analyzer results, if possible.
  • Attach and symbolicate any crash logs that you have in regards to your question. (Read how to acquire and symbolicate crash logs in Technical Note 2151: Understanding and Analyzing iOS Application Crash Reports.)
  • 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).
  • Avoid the use of acronyms, jargon, and non-standard 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 logs (for crashes/bugs) Learn more
  • 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

For more tips on requesting help from Developer Technical Support, submitting bug reports, and more, watch Maximizing Apple Development Resources.

Can I submit a TSI to get help with Apple pre-release or beta software?

No. However, members of the Apple Developer Program, Apple Developer Enterprise Program, and MFi Program can post questions and find answers related to pre-release software in the Apple Developer Forums.

Where can I get IT department-level support?

If you're deploying OS X, OS X Server, or iOS in your organization, AppleCare can provide integrated expert support. 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 non-development issues, you can get software updates and utilities, technical support, and product information on the Apple Support Site.

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