Requesting Developer Technical Support

What is a Technical Support Incident (TSI)?

A TSI is a request for code-level support for Apple frameworks, APIs, and tools, and is available to Apple Developer Program members. Your incident will be assigned to a Developer Technical Support engineer who can help troubleshoot your code, direct you to additional technical resources, or provide workarounds that will fast-track your development.

Who can submit a TSI?

• Apple Developer Program Members

  Members of the iOS Developer Program, iOS Developer Enterprise Program, Mac Developer Program, and Safari Developer Program with an available TSI in their account may submit a technical support request. To view your available TSIs, go to the Programs & Add-ons tab in Member Center.

• MFi Program Members

  MFi Program members with an available TSI in their account may also submit a technical support request. However, please note that TSI management through Member Center is not available.

When should I submit a TSI?

Submit a TSI if you cannot fix a bug, have trouble implementing a specific technology, or have a code-level question that relates to the development of your iOS app, Mac app, Safari extension, or MFi accessory.

Before you request technical support, 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.

What should I do prior to submitting a TSI for my iOS app or Mac app?

• 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 application.
• 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.
• Read the TSI Submission Guidelines below.

TSI Submission Guidelines

Be sure to follow these guidelines when submitting your request for technical support.

• 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.

Please 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)
• Screenshots (showing error messages)
• Sample Xcode project or source code
• Console output (containing errors or exceptions)
• Configuration/System Profiler file

Code-level support from Developer Technical Support engineers is delivered via email in English. Engineers typically respond to your request within three (3) business days.

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

Where can I see how many TSIs I have and the history of my technical support requests?

View your available TSIs and your request history by signing in to Member Center. Click the Programs & Add-ons tab, then click Technical Support from the side navigation menu. Your TSIs are grouped by expiration date, and the ones that expire soonest will be used first.

This feature is not available for MFi Program members.

How many TSIs are included with my Developer Program?

• iOS Developer Program, iOS Developer Enterprise Program, and Mac Developer Program

  Included with each enrollment are two (2) Technical Support Incidents per membership year. Additional TSIs are available for purchase.

• Safari Developer Program

  TSIs are available for purchase in either a 2-Pack for $99 USD or 5-Pack for $249 USD. Safari Developer Program members may purchase TSIs in Member Center under the Programs & Add-ons tab.

• MFi Program

  Included with each enrollment are eight (8) Technical Support Incidents per membership year.

When will my TSIs expire?

TSIs you received as part of your Apple Developer Program expire at the end of your membership year. You will receive two (2) new TSIs when you renew your membership. TSIs purchased separately from your Apple Developer Program expire one year from the date of activation.

To check the expiration date of your TSIs, sign in to Member Center.

How do I purchase additional TSIs?

Additional TSIs are available for Apple Developer Program members to purchase in either a 2-Pack for $99 USD or 5-Pack for $249 USD. They can be purchased from Member Center under the Programs & Add-ons tab.

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

No. However, members of the iOS Developer Program and Mac Developer 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, Apple’s Support Site provides software updates and utilities, technical support, and product information.