互联网上有无限的资源（文章、视频等）可以帮助解决 Apple 产品和服务的问题(resolve issues with Apple’s products and services)。但是，有时直接与Apple 支持(Apple Support)代表交谈会更快更好，尤其是在您用尽所有故障排除选项的情况下。
本教程将向您展示如何通过 iMessage从您的iPhone 或 iPad与(iPhone or iPad via iMessage)Apple Support聊天。如果您更喜欢打电话而不是发短信，您还将学习通过电话与Apple 支持代表交谈。(Apple Support)
通过 App 与 Apple 支持聊天
如果您居住在受支持的国家(supported country)/地区，您可以下载Apple 支持应用程序(Apple Support app)并通过 iMessage 与支持技术人员开始对话。这是获得支持的最简单、最快捷的方式，因为该应用程序会自动列出您的所有Apple设备。
- 打开Apple 支持(Apple Support)并使用您的 iCloud 帐户登录。您应该在Products(Products)的顶部获得所有设备的列表。
- 继续并点击您需要支持的产品。在您的设备下方，您会看到Apple服务列表，在下方您会发现更多产品，如AirTags、Apple ID、Apple Pay等。当您选择 iPhone 等设备时，您将获得特定的支持选项。
3. 继续并点击一个类别，您将获得另一个可供选择的可能问题列表。
4. 您可以在此处选择预定义选项之一，也可以点击描述您的问题(Describe Your Issue)。如果您点击选项，它将搜索可能的支持选项列表。
5. 根据您所在的地区，您将获得各种选项，例如将设备送去维修、一些故障排除文章等。在底部，您会看到联系选项：iMessage 或电话呼叫(Phone Call)。继续并点击它以开始与支持代表的直接 iMessage 聊天。
6. 如果您选择了描述您的问题(Your Issue)，请继续输入您遇到的问题的详细信息。
7. 同样，您将看到一个选项列表，其中一个应该是 iMessage。
(Chat)通过网站(Website)与Apple 代表(Apple Representative)聊天
在浏览器上访问Apple 支持页面(getsupport.apple.com)，并在出现提示时提供您的位置。(Apple Support page)我们在下面列出了所有必要的步骤。
- 从选项中选择您的位置。如果您不确定，请点击使用我的位置(Use my location)按钮。
这将提示Apple自动检测您当前的位置，并推荐适用于您所在地区服务的支持选项。
- 选择(Select)您的国家以继续。如果您未在列表中找到您所在的国家或地区，请选择查看选项(See options)以查看所有支持的地区。
- 在下一页上，选择受影响的Apple产品或服务。
- 选择最能描述您需要帮助的问题的主题或类别。然后， Apple(Apple)将根据您的选择推荐最佳支持选项。
- 滚动到页面底部并选择未列出主题(The topic is not listed)。
- 在对话框中输入问题的简短描述，然后选择提交(Submit)。
- 选择使用消息聊天(Chat using Messages)。
- 在对话框中键入或粘贴您设备的序列号，等待Apple验证编号，然后选择打开(Open)以启动消息应用程序。
- 如果这是您第一次在Messages应用程序中给企业发短信，Apple将显示一张卡片，详细说明Business Chat的工作方式。点击继续(Continue)以继续。
- (Enter)在文本框中输入问题的详细信息，然后点击发送(Send)按钮。
等待(Wait)机器人将您与Apple 支持(Apple Support)代表或顾问联系起来。这通常需要大约两分钟或更短的时间。对我们的查询和评论的后续回复也需要大约 2-3 分钟。为了获得最佳体验，请在消息中使用清晰的单词和句子。此外，避免晦涩的缩写或俚语。
由于它是iMessage聊天，您可以发送多媒体文件（屏幕截图、音频消息等）以帮助代表更好地了解和解决您遇到的问题。如果您有任何不清楚的地方，请务必询问与您聊天的代表。他们很友好，愿意帮助您解决所有问题。
当您遇到任何Apple(Apple)产品或服务问题时，您可以随时通过 iMessage 向Apple 支持(Apple Support)发送短信。只需在“(Simply)信息(Messages)”应用程序中打开Apple 支持(Apple Support)对话，然后发送有关旧问题或新问题的信息。Apple 支持(Apple Support)代表应在几分钟内回复您的短信。
如何与Apple 代表交谈(Apple Representative)
如果您没有通过消息获得回复（这(Messages—which)不太可能），或者您更喜欢打电话而不是发短信，以下是让Apple 支持(Apple Support)给您打电话的方法。
- 在浏览器中 访问 Apple 的支持页面，然后选择您需要帮助的产品类别。(Support)
- 选择一个最能描述您的设备、应用程序、订阅等问题的主题。
- 在下一页上，选择未列出主题(The topic is not listed)。
- 在对话框中输入有关问题的详细信息，然后点击提交(Submit)。
- 选择立即联系 Apple 支持(Talk to Apple Support Now)作为您的首选支持选项。
请注意，当Apple 支持(Apple Support)代表不可用时， “立即联系Apple 支持(Apple Support)”选项会更改为“安排(Schedule)通话”。(Call)在这种情况下，选择安排通话(Schedule a Call)，选择您希望 Apple支持(Support)给您打电话的首选日期和时间，然后轻按选择(Select)。
- 输入或粘贴您设备的序列号以继续。之后(Afterward)，提供您的详细信息（姓名和电子邮件）以及您的电话号码，然后点击继续(Continue)。
有关如何检查Apple设备上的序列号的详细说明，请查看下一部分。
支持(Support)网站将登记您的报告，发送确认电子邮件，并将您的“案例 ID”分配给Apple 支持(Apple Support)代表。你应该在两分钟或更短的时间内接到一个电话。如果您不接电话，Apple会向您的电子邮件发送提醒并再次给您打电话。
如果您仍然不接电话，则必须从头开始此过程以重新安排新呼叫。
顺便说一句，我们应该提到某些产品和服务不提供电话支持。如果您收到“抱歉，您选择的支持选项不适用于该产品”的错误消息，请改为与Apple 支持(Apple Support)聊天。
(Check Serial Number)检查Apple 产品的(Apple Products)序列号
在通过 iMessage 或电话联系Apple 支持(Apple Support)之前，请务必准备好设备的序列号。您可以在包装盒上找到您设备的序列号。但如果您再也找不到包装，我们将向您展示如何检查Apple设备上的序列号。
对于 iPhone，请前往“设置”(Settings) > “通用(General)” > “关于(About)本机”，然后检查“序列号(Serial Number)”行。想复制序列号？点击(Tap)并按住序列号，然后选择复制(Copy)。
您还可以直接在 iPhone 上查看Apple配件（AirPods、Apple Watch等）的序列号。对于AirPods，请前往“设置”(Settings) > “蓝牙(Bluetooth)” ，点击AirPods旁边的信息图标(info icon)，然后查看“关于”部分的序列号。
要查找 Apple Watch 的序列号，请启动Watch应用程序，前往“我的手表(My Watch)”选项卡，选择“设置”(Settings) > “通用(General)” > “关于(About)”，然后检查“序列号”行。
需要 Mac 的序列号？打开Apple 菜单(Apple menu)，选择About This Mac，然后检查“序列号”行。
立即获得支持
与Apple 支持人员(Apple Support)通话或聊天的更快方法是通过官方 Apple 支持(official Apple Support)应用程序。在您的 iPhone 上安装该应用程序并从Apple 支持(Apple Support)代理处获得帮助，而无需浏览多个网页。
该应用程序还可以帮助定位附近的Genius Bar、Apple Store、授权的Apple服务提供商和维修中心。尽管Apple Support应用程序有很多好处和功能，但它的使用目前仅限于 22 个国家/地区。
How to Chat with Apple Support Directly From Your iPhone
There are infinite resources on the internet (articles, videos, etc.) that can help resolve issues with Apple’s products and services. Sometimes, however, speaking directly with an Apple Support representative is faster and better—especially if you’ve exhausted all troubleshooting options.
This tutorial will show you how to chat with Apple Support from your iPhone or iPad via iMessage. If you prefer calls to text, you’ll also learn to speak with an Apple Support representative via phone call.
Chat with Apple Support via App
If you live in a supported country, you can download the Apple Support app and start a conversation via iMessage with a support technician. This is the easiest and fastest way to get support as the app will list out all of your Apple devices automatically.
- Open the Apple Support and sign in with your iCloud account. You should get a list of all your devices at the top under Products.
- Go ahead and tap on the product you need support for. Under your devices, you’ll see a list of Apple services and below that you’ll find more products like AirTags, Apple ID, Apple Pay, etc. When you pick a device like an iPhone, you’ll get specific support options.
3. Go ahead and tap on a category and you’ll get another list of possible issues you can choose from.
4. Here you can either select one of the pre-defined options or you can tap on Describe Your Issue. If you tap on the options, it will search through a list of possible support options.
5. Depending on your region, you’ll get various options like bringing your device in for repair, some troubleshooting articles, etc. At the bottom, you’ll see the contact options: iMessage or Phone Call. Go ahead and tap on that to start a direct iMessage chat with a support representative.
6. If you chose Describe Your Issue, go ahead and type in details of the problem you are having.
7. Again, you’ll be presented with a list of options, one of which should be iMessage.
Chat with an Apple Representative via Website
Visit the Apple Support page (getsupport.apple.com) on your browser and provide your location when prompted. We list all the necessary steps below.
- Select your location from the options. If you’re unsure, tap the Use my location button.
That’ll prompt Apple to automatically detect your current location and recommend the support options applicable to services in your region.
- Select your country to proceed. If you don’t find your country or region on the list, select See options to view all supported regions.
- On the next page, select the affected Apple product or service.
- Select the topic or category that best describes the issue you need help with. Apple will then recommend the best support option based on your selection.
- Scroll to the bottom of the page and select The topic is not listed.
- Type a brief description of the problem in the dialog box and select Submit.
- Select Chat using Messages.
- Type or paste your device’s serial number in the dialog box, wait for Apple to verify the number, and select Open to launch the Messages app.
- If it’s your first time texting a business in the Messages app, Apple will display a card detailing how Business Chat works. Tap Continue to proceed.
- Enter details of the issue in the text box and tap the Send button.
Wait for the bot to connect you with an Apple Support representative or advisor. This typically takes about two minutes or less. Follow-up replies to our queries and comments also took about 2-3 minutes. For the best experience, use clear words and sentences in your messages. Also, avoid obscure abbreviations or slang.
Since it’s an iMessage chat, you can send multimedia files (screenshots, audio messages, etc.) to help the representative better understand and resolve the issue you’re experiencing. If you aren’t clear about anything, be sure to ask the representative you’re chatting with. They’re friendly and willing to assist with all your queries.
You can always text Apple Support via iMessage anytime you have issues with any Apple product or service. Simply open the Apple Support conversation in the Messages app and drop a message regarding an old or new issue. An Apple Support representative should reply to your text within minutes.
How to Speak to an Apple Representative
If you don’t get a response via Messages—which is unlikely—or you prefer phone calls to text, here’s how to get Apple Support to call you.
- Visit Apple’s Support page in your browser and select the product category you need help with.
- Select a topic that best describes the problem with your device, app, subscription, etc.
- On the next page, select The topic is not listed.
- Enter details about the issue in the dialog box and tap Submit.
- Select Talk to Apple Support Now as your preferred support option.
Note that the “Talk to Apple Support Now” option changes to “Schedule a Call” when Apple Support representatives are unavailable. In that case, select Schedule a Call, choose the preferred day and time you want Apple Support to call you, and tap Select.
- Type or paste your device’s serial number to proceed. Afterward, provide your details (name and email) alongside your phone number and tap Continue.
Check the next section for detailed instructions on how to check for serial numbers on Apple devices.
The Support website will register your report, send an acknowledgment email, and assign your “Case ID” to an Apple Support representative. You should get a phone call in two minutes or less. If you don’t answer the phone, Apple will send a reminder to your email and call you again.
If you still don’t answer the phone, you’ll have to start this process from scratch to reschedule a new call.
By the way, we should mention phone call support isn’t available for some products and services. If you get an error that reads, “Sorry, the support option you chose is not available for that product,” chat with Apple Support instead.
Check Serial Number for Apple Products
It’s important to have your device’s serial number handy before contacting Apple Support via iMessage or phone call. You’ll find your device’s serial number on the box packaging. But if you can’t find the packaging anymore, we’ll show you how to check for serial numbers on your Apple devices.
For iPhone, go to Settings > General > About, and check the Serial Number row. Want to copy the serial number? Tap and hold the serial number and select Copy.
You can also check the serial number for Apple accessories (AirPods, Apple Watch, etc.) right on your iPhone. For AirPods, go to Settings > Bluetooth, tap the info icon next to the AirPods, and check the “About” section for the serial number.
To find an Apple Watch’s serial number, launch the Watch app, head to the My Watch tab, select Settings > General > About, and check the “Serial Number” row.
Need your Mac’s serial number? Open the Apple menu, select About This Mac, and check the “Serial Number” row.
Get Support in No Time
A faster way to call or chat with Apple Support is through the official Apple Support app. Install the app on your iPhone and get help from Apple Support agents without having to navigate through several web pages.
The app can also help locate nearby Genius Bar, Apple Store, authorized Apple service providers, and repair centers. Despite the many benefits and features of the Apple Support app, its usage is currently limited to 22 countries.
