{"id":"apple","page":"https://escalate.alexgaoth.com/#/c/apple","html":"https://escalate.alexgaoth.com/c/apple/","generated":"2026-10-15","company":{"id":"apple","name":"Apple","aliases":["apple store","apple online store","app store","itunes","applecare","apple account","apple id","apple.com/bill"],"sector":"retail","also_sectors":["subscription"],"parent":"Apple Inc.","website":"https://www.apple.com","account_url":"https://account.apple.com","official_domains":["apple.com","icloud.com"],"security":{"never_asks":[{"kind":"policy","claim":"Apple says it will never ask you to log in to any website or to tap Accept in the two-factor authentication dialog, and will not ask for your Apple Account password, device passcode or two-factor verification code.","source":"https://support.apple.com/en-us/102568","last_verified":"2026-10-12"},{"kind":"policy","claim":"Apple says it will never ask you to disable any security feature on your device or on your account.","source":"https://support.apple.com/en-us/102568","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Spoofed calls that show Apple's caller ID and claim suspicious activity, fake claims that your iCloud account was broken into or Apple Pay was misused with an offer to \"reverse\" charges, and fake security pop-ups that show a phone number. Close the pop-up; do not call the number.","source":"https://support.apple.com/en-us/102568","last_verified":"2026-10-12"},{"kind":"policy","claim":"Requests to pay someone with Apple Gift Cards. Apple says never to use Apple Gift Cards to pay other people.","source":"https://support.apple.com/en-us/102568","last_verified":"2026-10-12"},{"kind":"policy","claim":"BBB Scam Tracker's 2025 Risk Report lists Apple as the No. 5 most impersonated organization or brand in 2025, with 599 reports.","source":"https://bbbmarketplacetrust.org/wp-content/uploads/2026/08/Risk-Report-2025-US.pdf","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-phishing-email","type":"email","label":"Forward suspicious emails (or email a screenshot of a suspicious text) that claim to be from Apple","value":"reportphishing@apple.com","purposes":["fraud"],"source":"https://support.apple.com/en-us/102568","last_verified":"2026-10-12"},{"id":"report-facetime-fraud","type":"email","label":"Report a suspicious FaceTime call or link (email a screenshot with the caller's number or email)","value":"reportfacetimefraud@apple.com","purposes":["fraud"],"source":"https://support.apple.com/en-us/102568","last_verified":"2026-10-12"}]},"regulators":["ftc"],"notes":"Two separate refund paths. Hardware bought from Apple (Apple Store or apple.com) follows the Sales and Refund Policy. App Store, Apple Media Services and subscription charges billed by Apple (statement descriptor apple.com/bill) are refunded through reportaproblem.apple.com. Products bought from another retailer go back to that retailer.","channels":[{"id":"apple-support-phone","type":"phone","label":"Apple Support (United States), including AppleCare","value":"+1-800-275-2273","purposes":["warranty_claim","unauthorized_charge","cancel_service","account_access"],"notes":"Apple says the numbers may work only when dialed inside the country and are subject to change.","source":"https://support.apple.com/en-us/106932","last_verified":"2026-10-12"},{"id":"apple-store-phone","type":"phone","label":"Apple Online Store sales, order status and price adjustments (1-800-MY-APPLE)","value":"+1-800-692-7753","purposes":["refund_request","damaged_item","lost_package"],"source":"https://www.apple.com/contact/","last_verified":"2026-10-12"},{"id":"get-support","type":"chat","label":"Get Support (chat, call back or repair booking by product or topic)","value":"https://getsupport.apple.com","purposes":["warranty_claim","refund_request","damaged_item","lost_package","account_access"],"notes":"Purchases and sales support (order status, Trade In, AppleCare): https://getsupport.apple.com/?caller=cups&PGF=PGF63006&category_id=SC0339","source":"https://support.apple.com/en-us/contact","last_verified":"2026-10-12"},{"id":"report-a-problem","type":"portal","label":"Report a Problem (refunds for App Store, iTunes, Apple Books and Apple subscriptions)","value":"https://reportaproblem.apple.com","purposes":["refund_request","unauthorized_charge","cancel_service"],"access":"login","source":"https://support.apple.com/en-us/118223","last_verified":"2026-10-12"},{"id":"subscriptions","type":"portal","label":"Apple Account subscriptions (cancel)","value":"https://account.apple.com/account/manage/section/subscriptions","purposes":["cancel_service"],"access":"login","notes":"On iPhone, Settings, your name, Subscriptions. On Mac, App Store, your name, Subscriptions.","source":"https://support.apple.com/en-us/118218","last_verified":"2026-10-12"},{"id":"returns-and-refunds","type":"portal","label":"Apple Store returns and refunds","value":"https://www.apple.com/shop/help/returns_refund","purposes":["refund_request","damaged_item"],"source":"https://www.apple.com/shop/help/returns_refund","last_verified":"2026-10-12"},{"id":"corporate-mail","type":"mail","label":"Apple corporate address","value":"Apple, One Apple Park Way, Cupertino, CA 95014","purposes":["poor_service"],"source":"https://www.apple.com/contact/","last_verified":"2026-10-12"},{"id":"corporate-phone","type":"phone","label":"Apple corporate main line","value":"+1-408-996-1010","source":"https://www.apple.com/contact/","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"get-support"},{"rung":"supervisor","channel":"apple-support-phone"},{"rung":"written_complaint","channel":"corporate-mail"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"public","regulator":"bbb"}],"playbooks":[{"issue":"refund_request","summary":"Hardware from Apple has a 14-day return window; App Store and subscription charges are refunded through Report a Problem.","evidence":["order number or receipt","date you received the product","Apple receipt email for digital purchases"],"steps":[{"do":"For hardware, return it within 14 days of receipt with the receipt, in original condition with all parts and packaging, at an Apple Store. The Returns & Refunds page explains returns of online orders.","channel":"returns-and-refunds"},{"do":"For an app, in-app purchase or subscription billed by Apple, sign in to reportaproblem.apple.com, choose \"I'd like to\", then \"Request a refund\", pick a reason and the item, and submit.","channel":"report-a-problem"},{"do":"Wait 24 to 48 hours for a decision on a Report a Problem request."},{"do":"If Apple refuses or does not pay, call Apple, then dispute the charge with your card issuer.","channel":"apple-support-phone"}],"facts":[{"kind":"deadline","claim":"Apple accepts returns of products bought from Apple within 14 days of the date you receive the product, with a receipt and the product in original condition.","issues":["refund_request","damaged_item"],"source":"https://www.apple.com/shop/open/salespolicies","last_verified":"2026-10-12"},{"kind":"process","claim":"Approved returns or exchanges are issued within 10 business days; cash or cash-equivalent returns over $750 are refunded by check mailed within 10 business days.","issues":["refund_request"],"source":"https://www.apple.com/shop/open/salespolicies","last_verified":"2026-10-12"},{"kind":"policy","claim":"If Apple reduces its price within 14 calendar days of the date you receive the product, you can ask an Apple Store or 1-800-MY-APPLE for a refund or credit of the difference; limited-time sales events such as Black Friday are excluded, and the limit is 10 units.","issues":["refund_request"],"source":"https://www.apple.com/shop/open/salespolicies","last_verified":"2026-10-12"},{"kind":"process","claim":"After a Report a Problem refund request, Apple says to wait 24 to 48 hours for an update.","issues":["refund_request"],"source":"https://support.apple.com/en-us/118223","last_verified":"2026-10-12"}]},{"issue":"cancel_service","summary":"Cancel Apple-billed subscriptions in Apple Account settings; cancel AppleCare in AppleCare & Warranty or Subscriptions.","evidence":["Apple receipt email","subscription name","cancellation confirmation or expiration notice"],"steps":[{"do":"On iPhone open Settings, tap your name, then Subscriptions, select the subscription and tap Cancel Subscription. On the web sign in at account.apple.com.","channel":"subscriptions"},{"do":"If no Cancel button appears, or an expiration message is shown in red, the subscription is already cancelled."},{"do":"If there is no Apple receipt, the subscription is billed by another company (for example a carrier). Contact that company."},{"do":"To get money back for a recent renewal, request a refund through Report a Problem.","channel":"report-a-problem"},{"do":"For AppleCare billed monthly or yearly, cancel in Settings, General, AppleCare & Warranty, or in Subscriptions. For a plan paid upfront through a carrier or reseller in the last 30 days, contact the seller.","channel":"subscriptions"}],"facts":[{"kind":"deadline","claim":"To avoid renewal after a free trial, cancel at least 24 hours before the trial ends.","issues":["cancel_service"],"source":"https://support.apple.com/en-us/118428","last_verified":"2026-10-12"},{"kind":"policy","claim":"When an AppleCare plan is replaced by an upgrade, the refund is based on the percentage of unexpired coverage; plans paid upfront are refunded as an Apple Gift Card.","issues":["cancel_service"],"source":"https://support.apple.com/en-us/118218","last_verified":"2026-10-12"}]},{"issue":"warranty_claim","summary":"Book service or a claim through Apple Support; Theft and Loss claims start with Apple and finish with the insurer.","evidence":["serial number","AppleCare agreement number","proof of purchase","description of the fault"],"steps":[{"do":"Check coverage at checkcoverage.apple.com and note the agreement number."},{"do":"Book a repair or start a claim through Get Support or by phone.","channel":"get-support"},{"do":"For AppleCare+ Theft and Loss on iPhone, mark the device as lost in Find My, start the claim online with Apple, and finish it on the insurer's website. Do not remove the device from your account until the claim is approved.","channel":"get-support"}],"facts":[{"kind":"process","claim":"In the U.S., Theft and Loss claims for AppleCare plans bought before September 15, 2020 go to Assurant, and for plans bought on or after that date to AIG.","issues":["warranty_claim"],"source":"https://support.apple.com/en-us/108053","last_verified":"2026-10-12"}]},{"issue":"unauthorized_charge","summary":"Look up apple.com/bill charges in Report a Problem before you call it fraud.","evidence":["statement line with apple.com/bill","amount and date","Apple receipt emails"],"steps":[{"do":"Sign in at reportaproblem.apple.com and search for the amount. Apple may group several purchases into one charge. Ask Family Sharing members if they bought it.","channel":"report-a-problem"},{"do":"If the charge is a purchase you did not make, request a refund there and cancel any recurring subscription.","channel":"report-a-problem"},{"do":"If someone else may use your Apple Account, change the password. If the card itself is compromised, ask the card issuer for a new card and a dispute."}],"facts":[{"kind":"policy","claim":"A charge from apple.com/bill can be for apps, subscriptions, music, movies or other Apple purchases, and Apple might group several purchases into one bill.","issues":["unauthorized_charge","billing_error"],"source":"https://support.apple.com/en-us/120164","last_verified":"2026-10-12"}]}],"known_blockers":["Report a Problem, subscription cancellation and AppleCare lookups need the Apple Account holder's sign-in.","Apple Support phone numbers may work only when dialed from inside the United States."]},"playbooks":{"refund_request":{"company":{"id":"apple","name":"Apple","sector":"retail","website":"https://www.apple.com","account_url":"https://account.apple.com"},"issue":{"id":"refund_request","name":"Refund request"},"playbook_source":"company","summary":"Hardware from Apple has a 14-day return window; App Store and subscription charges are refunded through Report a Problem.","evidence":["order number or receipt","date you received the product","Apple receipt email for digital purchases"],"steps":[{"do":"For hardware, return it within 14 days of receipt with the receipt, in original condition with all parts and packaging, at an Apple Store. The Returns & Refunds page explains returns of online orders.","channel":{"id":"returns-and-refunds","type":"portal","label":"Apple Store returns and refunds","value":"https://www.apple.com/shop/help/returns_refund","purposes":["refund_request","damaged_item"],"source":"https://www.apple.com/shop/help/returns_refund","last_verified":"2026-10-12"}},{"do":"For an app, in-app purchase or subscription billed by Apple, sign in to reportaproblem.apple.com, choose \"I'd like to\", then \"Request a refund\", pick a reason and the item, and submit.","channel":{"id":"report-a-problem","type":"portal","label":"Report a Problem (refunds for App Store, iTunes, Apple Books and Apple subscriptions)","value":"https://reportaproblem.apple.com","purposes":["refund_request","unauthorized_charge","cancel_service"],"access":"login","source":"https://support.apple.com/en-us/118223","last_verified":"2026-10-12"}},{"do":"Wait 24 to 48 hours for a decision on a Report a Problem request."},{"do":"If Apple refuses or does not pay, call Apple, then dispute the charge with your card issuer.","channel":{"id":"apple-support-phone","type":"phone","label":"Apple Support (United States), including AppleCare","value":"+1-800-275-2273","purposes":["warranty_claim","unauthorized_charge","cancel_service","account_access"],"notes":"Apple says the numbers may work only when dialed inside the country and are subject to change.","source":"https://support.apple.com/en-us/106932","last_verified":"2026-10-12"}}],"channels":[{"id":"apple-store-phone","type":"phone","label":"Apple Online Store sales, order status and price adjustments (1-800-MY-APPLE)","value":"+1-800-692-7753","purposes":["refund_request","damaged_item","lost_package"],"source":"https://www.apple.com/contact/","last_verified":"2026-10-12"},{"id":"get-support","type":"chat","label":"Get Support (chat, call back or repair booking by product or topic)","value":"https://getsupport.apple.com","purposes":["warranty_claim","refund_request","damaged_item","lost_package","account_access"],"notes":"Purchases and sales support (order status, Trade In, AppleCare): https://getsupport.apple.com/?caller=cups&PGF=PGF63006&category_id=SC0339","source":"https://support.apple.com/en-us/contact","last_verified":"2026-10-12"},{"id":"report-a-problem","type":"portal","label":"Report a Problem (refunds for App Store, iTunes, Apple Books and Apple subscriptions)","value":"https://reportaproblem.apple.com","purposes":["refund_request","unauthorized_charge","cancel_service"],"access":"login","source":"https://support.apple.com/en-us/118223","last_verified":"2026-10-12"},{"id":"returns-and-refunds","type":"portal","label":"Apple Store returns and refunds","value":"https://www.apple.com/shop/help/returns_refund","purposes":["refund_request","damaged_item"],"source":"https://www.apple.com/shop/help/returns_refund","last_verified":"2026-10-12"},{"id":"corporate-phone","type":"phone","label":"Apple corporate main line","value":"+1-408-996-1010","source":"https://www.apple.com/contact/","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Apple accepts returns of products bought from Apple within 14 days of the date you receive the product, with a receipt and the product in original condition.","issues":["refund_request","damaged_item"],"source":"https://www.apple.com/shop/open/salespolicies","last_verified":"2026-10-12"},{"kind":"process","claim":"Approved returns or exchanges are issued within 10 business days; cash or cash-equivalent returns over $750 are refunded by check mailed within 10 business days.","issues":["refund_request"],"source":"https://www.apple.com/shop/open/salespolicies","last_verified":"2026-10-12"},{"kind":"policy","claim":"If Apple reduces its price within 14 calendar days of the date you receive the product, you can ask an Apple Store or 1-800-MY-APPLE for a refund or credit of the difference; limited-time sales events such as Black Friday are excluded, and the limit is 10 units.","issues":["refund_request"],"source":"https://www.apple.com/shop/open/salespolicies","last_verified":"2026-10-12"},{"kind":"process","claim":"After a Report a Problem refund request, Apple says to wait 24 to 48 hours for an update.","issues":["refund_request"],"source":"https://support.apple.com/en-us/118223","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"ftc-junk-fees-rule","title":"FTC Rule on Unfair or Deceptive Fees (live-event tickets and short-term lodging)","citation":"16 CFR part 464 (90 FR 2066, January 10, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"Since May 12, 2025, any business that offers, displays or advertises a price for live-event tickets or short-term lodging (for example hotels, motels and inns) must show the total price, including all mandatory fees, more prominently than other pricing information. Only government charges, shipping and optional add-ons may be left out, and those must be disclosed before the consumer pays. Misrepresenting any fee is prohibited.","source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464","last_verified":"2026-10-12","points_omitted":5,"points":[{"kind":"policy","claim":"A business may not misrepresent the nature, purpose, amount or refundability of any fee, or the identity of the good or service the fee is charged for.","issues":["billing_error","refund_request"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.3","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"get-support","type":"chat","label":"Get Support (chat, call back or repair booking by product or topic)","value":"https://getsupport.apple.com","purposes":["warranty_claim","refund_request","damaged_item","lost_package","account_access"],"notes":"Purchases and sales support (order status, Trade In, AppleCare): https://getsupport.apple.com/?caller=cups&PGF=PGF63006&category_id=SC0339","source":"https://support.apple.com/en-us/contact","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","channel":{"id":"apple-support-phone","type":"phone","label":"Apple Support (United States), including AppleCare","value":"+1-800-275-2273","purposes":["warranty_claim","unauthorized_charge","cancel_service","account_access"],"notes":"Apple says the numbers may work only when dialed inside the country and are subject to change.","source":"https://support.apple.com/en-us/106932","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","channel":{"id":"corporate-mail","type":"mail","label":"Apple corporate address","value":"Apple, One Apple Park Way, Cupertino, CA 95014","purposes":["poor_service"],"source":"https://www.apple.com/contact/","last_verified":"2026-10-12"}},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"public","regulator":{"id":"bbb","name":"Better Business Bureau","level":"nonprofit","when_to_use":"Use when a business did not resolve a complaint and you want a neutral intermediary and a public record on the business's BBB profile. BBB is a nonprofit, not a government agency, and cannot force the business to act.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint with BBB","value":"https://www.bbb.org/file-a-complaint","purposes":["poor_service","refund_request","billing_error","damaged_item","warranty_claim"],"notes":"Script-driven page. bbb.org robots.txt disallows automated access to /file-a-complaint/*. Sign-in is offered to follow complaints; it is not confirmed whether it is required to file.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"id":"bbb-directory","type":"web_form","label":"Find your local BBB","value":"https://www.bbb.org/bbb-directory","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"BBB is a nonprofit organization. It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. Conciliation and mediation are voluntary; arbitration needs a contract clause or a signed agreement to arbitrate.","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"notes":"BBB has no phone number on its national FAQ; contact the local BBB through the directory. Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"}}],"known_blockers":["Report a Problem, subscription cancellation and AppleCare lookups need the Apple Account holder's sign-in.","Apple Support phone numbers may work only when dialed from inside the United States."],"security":{"official_domains":["apple.com","icloud.com"],"never_asks":[{"kind":"policy","claim":"Apple says it will never ask you to log in to any website or to tap Accept in the two-factor authentication dialog, and will not ask for your Apple Account password, device passcode or two-factor verification code.","source":"https://support.apple.com/en-us/102568","last_verified":"2026-10-12"},{"kind":"policy","claim":"Apple says it will never ask you to disable any security feature on your device or on your account.","source":"https://support.apple.com/en-us/102568","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Spoofed calls that show Apple's caller ID and claim suspicious activity, fake claims that your iCloud account was broken into or Apple Pay was misused with an offer to \"reverse\" charges, and fake security pop-ups that show a phone number. Close the pop-up; do not call the number.","source":"https://support.apple.com/en-us/102568","last_verified":"2026-10-12"},{"kind":"policy","claim":"Requests to pay someone with Apple Gift Cards. Apple says never to use Apple Gift Cards to pay other people.","source":"https://support.apple.com/en-us/102568","last_verified":"2026-10-12"},{"kind":"policy","claim":"BBB Scam Tracker's 2025 Risk Report lists Apple as the No. 5 most impersonated organization or brand in 2025, with 599 reports.","source":"https://bbbmarketplacetrust.org/wp-content/uploads/2026/08/Risk-Report-2025-US.pdf","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-phishing-email","type":"email","label":"Forward suspicious emails (or email a screenshot of a suspicious text) that claim to be from Apple","value":"reportphishing@apple.com","purposes":["fraud"],"source":"https://support.apple.com/en-us/102568","last_verified":"2026-10-12"},{"id":"report-facetime-fraud","type":"email","label":"Report a suspicious FaceTime call or link (email a screenshot with the caller's number or email)","value":"reportfacetimefraud@apple.com","purposes":["fraud"],"source":"https://support.apple.com/en-us/102568","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.925,"sources":{"primary":37,"reference":2,"other":1},"verified_from":{"page":23},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 92% of 40 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Two separate refund paths. Hardware bought from Apple (Apple Store or apple.com) follows the Sales and Refund Policy. App Store, Apple Media Services and subscription charges billed by Apple (statement descriptor apple.com/bill) are refunded through reportaproblem.apple.com. Products bought from another retailer go back to that retailer.","warnings":[]},"cancel_service":{"company":{"id":"apple","name":"Apple","sector":"retail","website":"https://www.apple.com","account_url":"https://account.apple.com"},"issue":{"id":"cancel_service","name":"Cancellation problem"},"playbook_source":"company","summary":"Cancel Apple-billed subscriptions in Apple Account settings; cancel AppleCare in AppleCare & Warranty or Subscriptions.","evidence":["Apple receipt email","subscription name","cancellation confirmation or expiration notice"],"steps":[{"do":"On iPhone open Settings, tap your name, then Subscriptions, select the subscription and tap Cancel Subscription. On the web sign in at account.apple.com.","channel":{"id":"subscriptions","type":"portal","label":"Apple Account subscriptions (cancel)","value":"https://account.apple.com/account/manage/section/subscriptions","purposes":["cancel_service"],"access":"login","notes":"On iPhone, Settings, your name, Subscriptions. On Mac, App Store, your name, Subscriptions.","source":"https://support.apple.com/en-us/118218","last_verified":"2026-10-12"}},{"do":"If no Cancel button appears, or an expiration message is shown in red, the subscription is already cancelled."},{"do":"If there is no Apple receipt, the subscription is billed by another company (for example a carrier). Contact that company."},{"do":"To get money back for a recent renewal, request a refund through Report a Problem.","channel":{"id":"report-a-problem","type":"portal","label":"Report a Problem (refunds for App Store, iTunes, Apple Books and Apple subscriptions)","value":"https://reportaproblem.apple.com","purposes":["refund_request","unauthorized_charge","cancel_service"],"access":"login","source":"https://support.apple.com/en-us/118223","last_verified":"2026-10-12"}},{"do":"For AppleCare billed monthly or yearly, cancel in Settings, General, AppleCare & Warranty, or in Subscriptions. For a plan paid upfront through a carrier or reseller in the last 30 days, contact the seller.","channel":{"id":"subscriptions","type":"portal","label":"Apple Account subscriptions (cancel)","value":"https://account.apple.com/account/manage/section/subscriptions","purposes":["cancel_service"],"access":"login","notes":"On iPhone, Settings, your name, Subscriptions. On Mac, App Store, your name, Subscriptions.","source":"https://support.apple.com/en-us/118218","last_verified":"2026-10-12"}}],"channels":[{"id":"apple-support-phone","type":"phone","label":"Apple Support (United States), including AppleCare","value":"+1-800-275-2273","purposes":["warranty_claim","unauthorized_charge","cancel_service","account_access"],"notes":"Apple says the numbers may work only when dialed inside the country and are subject to change.","source":"https://support.apple.com/en-us/106932","last_verified":"2026-10-12"},{"id":"report-a-problem","type":"portal","label":"Report a Problem (refunds for App Store, iTunes, Apple Books and Apple subscriptions)","value":"https://reportaproblem.apple.com","purposes":["refund_request","unauthorized_charge","cancel_service"],"access":"login","source":"https://support.apple.com/en-us/118223","last_verified":"2026-10-12"},{"id":"subscriptions","type":"portal","label":"Apple Account subscriptions (cancel)","value":"https://account.apple.com/account/manage/section/subscriptions","purposes":["cancel_service"],"access":"login","notes":"On iPhone, Settings, your name, Subscriptions. On Mac, App Store, your name, Subscriptions.","source":"https://support.apple.com/en-us/118218","last_verified":"2026-10-12"},{"id":"corporate-phone","type":"phone","label":"Apple corporate main line","value":"+1-408-996-1010","source":"https://www.apple.com/contact/","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"To avoid renewal after a free trial, cancel at least 24 hours before the trial ends.","issues":["cancel_service"],"source":"https://support.apple.com/en-us/118428","last_verified":"2026-10-12"},{"kind":"policy","claim":"When an AppleCare plan is replaced by an upgrade, the refund is based on the percentage of unexpired coverage; plans paid upfront are refunded as an Apple Gift Card.","issues":["cancel_service"],"source":"https://support.apple.com/en-us/118218","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must provide \"simple mechanisms for a consumer to stop recurring charges\" on the consumer's credit card, debit card, bank account or other financial account.","issues":["cancel_service"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]}],"not_in_force":[{"id":"ftc-click-to-cancel","title":"FTC \"Click-to-Cancel\" amendments to the Negative Option Rule (2024)","citation":"16 CFR part 425 (2024 amendments, published November 15, 2024)","jurisdiction":"us-federal","status":"vacated","summary":"The FTC's 2024 amendments to the Negative Option Rule (\"click-to-cancel\") were vacated in full by the U.S. Court of Appeals for the Eighth Circuit on July 8, 2025, and never took effect. Do not cite them. For online subscriptions, cite ROSCA (rules/rosca-negative-option) and applicable state automatic renewal laws instead.","source":"https://ecf.ca8.uscourts.gov/opndir/25/07/243137P.pdf","last_verified":"2026-10-12","status_note":"Vacated in full by the Eighth Circuit on July 8, 2025 (Custom Communications, Inc. v. FTC, 142 F.4th 1060). The FTC removed the 2024 text effective February 12, 2026 and restored the pre-2024 prenotification rule. A new rulemaking is only at the ANPRM stage (March 13, 2026), with no proposed text as of 2026-10-12. What remains in force: ROSCA (rules/rosca-negative-option), Section 5 of the FTC Act, and state automatic renewal laws (for example rules/ca-automatic-renewal-law, rules/ny-automatic-renewal-law).","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"get-support","type":"chat","label":"Get Support (chat, call back or repair booking by product or topic)","value":"https://getsupport.apple.com","purposes":["warranty_claim","refund_request","damaged_item","lost_package","account_access"],"notes":"Purchases and sales support (order status, Trade In, AppleCare): https://getsupport.apple.com/?caller=cups&PGF=PGF63006&category_id=SC0339","source":"https://support.apple.com/en-us/contact","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","channel":{"id":"apple-support-phone","type":"phone","label":"Apple Support (United States), including AppleCare","value":"+1-800-275-2273","purposes":["warranty_claim","unauthorized_charge","cancel_service","account_access"],"notes":"Apple says the numbers may work only when dialed inside the country and are subject to change.","source":"https://support.apple.com/en-us/106932","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","channel":{"id":"corporate-mail","type":"mail","label":"Apple corporate address","value":"Apple, One Apple Park Way, Cupertino, CA 95014","purposes":["poor_service"],"source":"https://www.apple.com/contact/","last_verified":"2026-10-12"}},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"public","regulator":{"id":"bbb","name":"Better Business Bureau","level":"nonprofit","when_to_use":"Use when a business did not resolve a complaint and you want a neutral intermediary and a public record on the business's BBB profile. BBB is a nonprofit, not a government agency, and cannot force the business to act.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint with BBB","value":"https://www.bbb.org/file-a-complaint","purposes":["poor_service","refund_request","billing_error","damaged_item","warranty_claim"],"notes":"Script-driven page. bbb.org robots.txt disallows automated access to /file-a-complaint/*. Sign-in is offered to follow complaints; it is not confirmed whether it is required to file.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"id":"bbb-directory","type":"web_form","label":"Find your local BBB","value":"https://www.bbb.org/bbb-directory","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"BBB is a nonprofit organization. It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. Conciliation and mediation are voluntary; arbitration needs a contract clause or a signed agreement to arbitrate.","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"notes":"BBB has no phone number on its national FAQ; contact the local BBB through the directory. Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"}}],"known_blockers":["Report a Problem, subscription cancellation and AppleCare lookups need the Apple Account holder's sign-in.","Apple Support phone numbers may work only when dialed from inside the United States."],"security":{"official_domains":["apple.com","icloud.com"],"never_asks":[{"kind":"policy","claim":"Apple says it will never ask you to log in to any website or to tap Accept in the two-factor authentication dialog, and will not ask for your Apple Account password, device passcode or two-factor verification code.","source":"https://support.apple.com/en-us/102568","last_verified":"2026-10-12"},{"kind":"policy","claim":"Apple says it will never ask you to disable any security feature on your device or on your account.","source":"https://support.apple.com/en-us/102568","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Spoofed calls that show Apple's caller ID and claim suspicious activity, fake claims that your iCloud account was broken into or Apple Pay was misused with an offer to \"reverse\" charges, and fake security pop-ups that show a phone number. Close the pop-up; do not call the number.","source":"https://support.apple.com/en-us/102568","last_verified":"2026-10-12"},{"kind":"policy","claim":"Requests to pay someone with Apple Gift Cards. Apple says never to use Apple Gift Cards to pay other people.","source":"https://support.apple.com/en-us/102568","last_verified":"2026-10-12"},{"kind":"policy","claim":"BBB Scam Tracker's 2025 Risk Report lists Apple as the No. 5 most impersonated organization or brand in 2025, with 599 reports.","source":"https://bbbmarketplacetrust.org/wp-content/uploads/2026/08/Risk-Report-2025-US.pdf","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-phishing-email","type":"email","label":"Forward suspicious emails (or email a screenshot of a suspicious text) that claim to be from Apple","value":"reportphishing@apple.com","purposes":["fraud"],"source":"https://support.apple.com/en-us/102568","last_verified":"2026-10-12"},{"id":"report-facetime-fraud","type":"email","label":"Report a suspicious FaceTime call or link (email a screenshot with the caller's number or email)","value":"reportfacetimefraud@apple.com","purposes":["fraud"],"source":"https://support.apple.com/en-us/102568","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.925,"sources":{"primary":37,"reference":2,"other":1},"verified_from":{"page":23},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 92% of 40 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Two separate refund paths. Hardware bought from Apple (Apple Store or apple.com) follows the Sales and Refund Policy. App Store, Apple Media Services and subscription charges billed by Apple (statement descriptor apple.com/bill) are refunded through reportaproblem.apple.com. Products bought from another retailer go back to that retailer.","warnings":[]},"warranty_claim":{"company":{"id":"apple","name":"Apple","sector":"retail","website":"https://www.apple.com","account_url":"https://account.apple.com"},"issue":{"id":"warranty_claim","name":"Warranty claim"},"playbook_source":"company","summary":"Book service or a claim through Apple Support; Theft and Loss claims start with Apple and finish with the insurer.","evidence":["serial number","AppleCare agreement number","proof of purchase","description of the fault"],"steps":[{"do":"Check coverage at checkcoverage.apple.com and note the agreement number."},{"do":"Book a repair or start a claim through Get Support or by phone.","channel":{"id":"get-support","type":"chat","label":"Get Support (chat, call back or repair booking by product or topic)","value":"https://getsupport.apple.com","purposes":["warranty_claim","refund_request","damaged_item","lost_package","account_access"],"notes":"Purchases and sales support (order status, Trade In, AppleCare): https://getsupport.apple.com/?caller=cups&PGF=PGF63006&category_id=SC0339","source":"https://support.apple.com/en-us/contact","last_verified":"2026-10-12"}},{"do":"For AppleCare+ Theft and Loss on iPhone, mark the device as lost in Find My, start the claim online with Apple, and finish it on the insurer's website. Do not remove the device from your account until the claim is approved.","channel":{"id":"get-support","type":"chat","label":"Get Support (chat, call back or repair booking by product or topic)","value":"https://getsupport.apple.com","purposes":["warranty_claim","refund_request","damaged_item","lost_package","account_access"],"notes":"Purchases and sales support (order status, Trade In, AppleCare): https://getsupport.apple.com/?caller=cups&PGF=PGF63006&category_id=SC0339","source":"https://support.apple.com/en-us/contact","last_verified":"2026-10-12"}}],"channels":[{"id":"apple-support-phone","type":"phone","label":"Apple Support (United States), including AppleCare","value":"+1-800-275-2273","purposes":["warranty_claim","unauthorized_charge","cancel_service","account_access"],"notes":"Apple says the numbers may work only when dialed inside the country and are subject to change.","source":"https://support.apple.com/en-us/106932","last_verified":"2026-10-12"},{"id":"get-support","type":"chat","label":"Get Support (chat, call back or repair booking by product or topic)","value":"https://getsupport.apple.com","purposes":["warranty_claim","refund_request","damaged_item","lost_package","account_access"],"notes":"Purchases and sales support (order status, Trade In, AppleCare): https://getsupport.apple.com/?caller=cups&PGF=PGF63006&category_id=SC0339","source":"https://support.apple.com/en-us/contact","last_verified":"2026-10-12"},{"id":"corporate-phone","type":"phone","label":"Apple corporate main line","value":"+1-408-996-1010","source":"https://www.apple.com/contact/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"In the U.S., Theft and Loss claims for AppleCare plans bought before September 15, 2020 go to Assurant, and for plans bought on or after that date to AIG.","issues":["warranty_claim"],"source":"https://support.apple.com/en-us/108053","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"magnuson-moss-warranty","title":"Magnuson-Moss Warranty Act","citation":"15 U.S.C. 2302, 2310; FTC Disclosure and Pre-Sale Availability Rules","jurisdiction":"us-federal","status":"in_effect","summary":"Federal law for written warranties on consumer products. Warrantors must disclose warranty terms in simple language, may not void a warranty because the consumer used another brand of parts or service (unless those are free or the FTC grants a waiver), and may not disclaim implied warranties when they give a written warranty. Consumers can sue for breach and may recover attorneys' fees.","source":"https://www.ftc.gov/business-guidance/resources/businesspersons-guide-federal-warranty-law","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"A warrantor must \"fully and conspicuously disclose in simple and readily understood language the terms and conditions of such warranty\", to the extent FTC rules require.","issues":["warranty_claim"],"source":"https://www.law.cornell.edu/uscode/text/15/2302","last_verified":"2026-10-12"},{"kind":"limit","claim":"The FTC states that the \"full\" or \"limited\" title requirement applies to written warranties on consumer products costing more than $10, and the single-document disclosure and pre-sale availability rules apply to written warranties on consumer products costing more than $15.","issues":["warranty_claim"],"source":"https://www.ftc.gov/business-guidance/resources/businesspersons-guide-federal-warranty-law","last_verified":"2026-10-12"},{"kind":"policy","claim":"Tying prohibition: a warrantor may not condition a written or implied warranty on the consumer using an article or service identified by brand, trade or corporate name, unless that article or service is provided free under the warranty or the FTC grants a waiver (the product works properly only with it and the waiver is in the public interest).","issues":["warranty_claim"],"source":"https://www.law.cornell.edu/uscode/text/15/2302","last_verified":"2026-10-12"},{"kind":"policy","claim":"A company that gives a written warranty may not disclaim implied warranties. A limited warranty may restrict the duration of implied warranties to the duration of the limited warranty.","issues":["warranty_claim"],"source":"https://www.ftc.gov/business-guidance/resources/businesspersons-guide-federal-warranty-law","last_verified":"2026-10-12"},{"kind":"policy","claim":"Under a \"full\" warranty, service must be free, available to anyone who owns the product during the warranty period, and the warrantor must replace or refund if it cannot repair the product after a reasonable number of tries. It may not limit the duration of implied warranties or impose unreasonable duties, such as requiring return of a registration card.","issues":["warranty_claim","damaged_item"],"source":"https://www.ftc.gov/business-guidance/resources/businesspersons-guide-federal-warranty-law","last_verified":"2026-10-12"},{"kind":"process","claim":"A consumer damaged by a warrantor's failure to meet a written warranty, implied warranty or service contract may sue in state court, or in federal court only if the amount in controversy is at least $50,000 (each individual claim at least $25), and if successful may recover costs including attorneys' fees. If the warranty requires an informal dispute settlement mechanism that meets FTC rules, the consumer generally must use it before suing.","issues":["warranty_claim"],"source":"https://www.law.cornell.edu/uscode/text/15/2310","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"get-support","type":"chat","label":"Get Support (chat, call back or repair booking by product or topic)","value":"https://getsupport.apple.com","purposes":["warranty_claim","refund_request","damaged_item","lost_package","account_access"],"notes":"Purchases and sales support (order status, Trade In, AppleCare): https://getsupport.apple.com/?caller=cups&PGF=PGF63006&category_id=SC0339","source":"https://support.apple.com/en-us/contact","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","channel":{"id":"apple-support-phone","type":"phone","label":"Apple Support (United States), including AppleCare","value":"+1-800-275-2273","purposes":["warranty_claim","unauthorized_charge","cancel_service","account_access"],"notes":"Apple says the numbers may work only when dialed inside the country and are subject to change.","source":"https://support.apple.com/en-us/106932","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","channel":{"id":"corporate-mail","type":"mail","label":"Apple corporate address","value":"Apple, One Apple Park Way, Cupertino, CA 95014","purposes":["poor_service"],"source":"https://www.apple.com/contact/","last_verified":"2026-10-12"}},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"public","regulator":{"id":"bbb","name":"Better Business Bureau","level":"nonprofit","when_to_use":"Use when a business did not resolve a complaint and you want a neutral intermediary and a public record on the business's BBB profile. BBB is a nonprofit, not a government agency, and cannot force the business to act.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint with BBB","value":"https://www.bbb.org/file-a-complaint","purposes":["poor_service","refund_request","billing_error","damaged_item","warranty_claim"],"notes":"Script-driven page. bbb.org robots.txt disallows automated access to /file-a-complaint/*. Sign-in is offered to follow complaints; it is not confirmed whether it is required to file.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"id":"bbb-directory","type":"web_form","label":"Find your local BBB","value":"https://www.bbb.org/bbb-directory","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"BBB is a nonprofit organization. It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. Conciliation and mediation are voluntary; arbitration needs a contract clause or a signed agreement to arbitrate.","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"notes":"BBB has no phone number on its national FAQ; contact the local BBB through the directory. Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"}}],"known_blockers":["Report a Problem, subscription cancellation and AppleCare lookups need the Apple Account holder's sign-in.","Apple Support phone numbers may work only when dialed from inside the United States."],"security":{"official_domains":["apple.com","icloud.com"],"never_asks":[{"kind":"policy","claim":"Apple says it will never ask you to log in to any website or to tap Accept in the two-factor authentication dialog, and will not ask for your Apple Account password, device passcode or two-factor verification code.","source":"https://support.apple.com/en-us/102568","last_verified":"2026-10-12"},{"kind":"policy","claim":"Apple says it will never ask you to disable any security feature on your device or on your account.","source":"https://support.apple.com/en-us/102568","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Spoofed calls that show Apple's caller ID and claim suspicious activity, fake claims that your iCloud account was broken into or Apple Pay was misused with an offer to \"reverse\" charges, and fake security pop-ups that show a phone number. Close the pop-up; do not call the number.","source":"https://support.apple.com/en-us/102568","last_verified":"2026-10-12"},{"kind":"policy","claim":"Requests to pay someone with Apple Gift Cards. Apple says never to use Apple Gift Cards to pay other people.","source":"https://support.apple.com/en-us/102568","last_verified":"2026-10-12"},{"kind":"policy","claim":"BBB Scam Tracker's 2025 Risk Report lists Apple as the No. 5 most impersonated organization or brand in 2025, with 599 reports.","source":"https://bbbmarketplacetrust.org/wp-content/uploads/2026/08/Risk-Report-2025-US.pdf","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-phishing-email","type":"email","label":"Forward suspicious emails (or email a screenshot of a suspicious text) that claim to be from Apple","value":"reportphishing@apple.com","purposes":["fraud"],"source":"https://support.apple.com/en-us/102568","last_verified":"2026-10-12"},{"id":"report-facetime-fraud","type":"email","label":"Report a suspicious FaceTime call or link (email a screenshot with the caller's number or email)","value":"reportfacetimefraud@apple.com","purposes":["fraud"],"source":"https://support.apple.com/en-us/102568","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.925,"sources":{"primary":37,"reference":2,"other":1},"verified_from":{"page":23},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 92% of 40 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Two separate refund paths. Hardware bought from Apple (Apple Store or apple.com) follows the Sales and Refund Policy. App Store, Apple Media Services and subscription charges billed by Apple (statement descriptor apple.com/bill) are refunded through reportaproblem.apple.com. Products bought from another retailer go back to that retailer.","warnings":[]},"unauthorized_charge":{"company":{"id":"apple","name":"Apple","sector":"retail","website":"https://www.apple.com","account_url":"https://account.apple.com"},"issue":{"id":"unauthorized_charge","name":"Unauthorized charge"},"playbook_source":"company","summary":"Look up apple.com/bill charges in Report a Problem before you call it fraud.","evidence":["statement line with apple.com/bill","amount and date","Apple receipt emails"],"steps":[{"do":"Sign in at reportaproblem.apple.com and search for the amount. Apple may group several purchases into one charge. Ask Family Sharing members if they bought it.","channel":{"id":"report-a-problem","type":"portal","label":"Report a Problem (refunds for App Store, iTunes, Apple Books and Apple subscriptions)","value":"https://reportaproblem.apple.com","purposes":["refund_request","unauthorized_charge","cancel_service"],"access":"login","source":"https://support.apple.com/en-us/118223","last_verified":"2026-10-12"}},{"do":"If the charge is a purchase you did not make, request a refund there and cancel any recurring subscription.","channel":{"id":"report-a-problem","type":"portal","label":"Report a Problem (refunds for App Store, iTunes, Apple Books and Apple subscriptions)","value":"https://reportaproblem.apple.com","purposes":["refund_request","unauthorized_charge","cancel_service"],"access":"login","source":"https://support.apple.com/en-us/118223","last_verified":"2026-10-12"}},{"do":"If someone else may use your Apple Account, change the password. If the card itself is compromised, ask the card issuer for a new card and a dispute."}],"channels":[{"id":"apple-support-phone","type":"phone","label":"Apple Support (United States), including AppleCare","value":"+1-800-275-2273","purposes":["warranty_claim","unauthorized_charge","cancel_service","account_access"],"notes":"Apple says the numbers may work only when dialed inside the country and are subject to change.","source":"https://support.apple.com/en-us/106932","last_verified":"2026-10-12"},{"id":"report-a-problem","type":"portal","label":"Report a Problem (refunds for App Store, iTunes, Apple Books and Apple subscriptions)","value":"https://reportaproblem.apple.com","purposes":["refund_request","unauthorized_charge","cancel_service"],"access":"login","source":"https://support.apple.com/en-us/118223","last_verified":"2026-10-12"},{"id":"corporate-phone","type":"phone","label":"Apple corporate main line","value":"+1-408-996-1010","source":"https://www.apple.com/contact/","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"A charge from apple.com/bill can be for apps, subscriptions, music, movies or other Apple purchases, and Apple might group several purchases into one bill.","issues":["unauthorized_charge","billing_error"],"source":"https://support.apple.com/en-us/120164","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":1,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"A post-transaction third-party seller may not charge a consumer for an online sale unless it discloses the material terms and gets express informed consent, including the consumer's full account number, before charging. An initial merchant may not pass a customer's account number or other billing information to such a seller.","issues":["unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8402","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"get-support","type":"chat","label":"Get Support (chat, call back or repair booking by product or topic)","value":"https://getsupport.apple.com","purposes":["warranty_claim","refund_request","damaged_item","lost_package","account_access"],"notes":"Purchases and sales support (order status, Trade In, AppleCare): https://getsupport.apple.com/?caller=cups&PGF=PGF63006&category_id=SC0339","source":"https://support.apple.com/en-us/contact","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","channel":{"id":"apple-support-phone","type":"phone","label":"Apple Support (United States), including AppleCare","value":"+1-800-275-2273","purposes":["warranty_claim","unauthorized_charge","cancel_service","account_access"],"notes":"Apple says the numbers may work only when dialed inside the country and are subject to change.","source":"https://support.apple.com/en-us/106932","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","channel":{"id":"corporate-mail","type":"mail","label":"Apple corporate address","value":"Apple, One Apple Park Way, Cupertino, CA 95014","purposes":["poor_service"],"source":"https://www.apple.com/contact/","last_verified":"2026-10-12"}},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"public","regulator":{"id":"bbb","name":"Better Business Bureau","level":"nonprofit","when_to_use":"Use when a business did not resolve a complaint and you want a neutral intermediary and a public record on the business's BBB profile. BBB is a nonprofit, not a government agency, and cannot force the business to act.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint with BBB","value":"https://www.bbb.org/file-a-complaint","purposes":["poor_service","refund_request","billing_error","damaged_item","warranty_claim"],"notes":"Script-driven page. bbb.org robots.txt disallows automated access to /file-a-complaint/*. Sign-in is offered to follow complaints; it is not confirmed whether it is required to file.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"id":"bbb-directory","type":"web_form","label":"Find your local BBB","value":"https://www.bbb.org/bbb-directory","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"BBB is a nonprofit organization. It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. Conciliation and mediation are voluntary; arbitration needs a contract clause or a signed agreement to arbitrate.","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"notes":"BBB has no phone number on its national FAQ; contact the local BBB through the directory. Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"}}],"known_blockers":["Report a Problem, subscription cancellation and AppleCare lookups need the Apple Account holder's sign-in.","Apple Support phone numbers may work only when dialed from inside the United States."],"security":{"official_domains":["apple.com","icloud.com"],"never_asks":[{"kind":"policy","claim":"Apple says it will never ask you to log in to any website or to tap Accept in the two-factor authentication dialog, and will not ask for your Apple Account password, device passcode or two-factor verification code.","source":"https://support.apple.com/en-us/102568","last_verified":"2026-10-12"},{"kind":"policy","claim":"Apple says it will never ask you to disable any security feature on your device or on your account.","source":"https://support.apple.com/en-us/102568","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Spoofed calls that show Apple's caller ID and claim suspicious activity, fake claims that your iCloud account was broken into or Apple Pay was misused with an offer to \"reverse\" charges, and fake security pop-ups that show a phone number. Close the pop-up; do not call the number.","source":"https://support.apple.com/en-us/102568","last_verified":"2026-10-12"},{"kind":"policy","claim":"Requests to pay someone with Apple Gift Cards. Apple says never to use Apple Gift Cards to pay other people.","source":"https://support.apple.com/en-us/102568","last_verified":"2026-10-12"},{"kind":"policy","claim":"BBB Scam Tracker's 2025 Risk Report lists Apple as the No. 5 most impersonated organization or brand in 2025, with 599 reports.","source":"https://bbbmarketplacetrust.org/wp-content/uploads/2026/08/Risk-Report-2025-US.pdf","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-phishing-email","type":"email","label":"Forward suspicious emails (or email a screenshot of a suspicious text) that claim to be from Apple","value":"reportphishing@apple.com","purposes":["fraud"],"source":"https://support.apple.com/en-us/102568","last_verified":"2026-10-12"},{"id":"report-facetime-fraud","type":"email","label":"Report a suspicious FaceTime call or link (email a screenshot with the caller's number or email)","value":"reportfacetimefraud@apple.com","purposes":["fraud"],"source":"https://support.apple.com/en-us/102568","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.925,"sources":{"primary":37,"reference":2,"other":1},"verified_from":{"page":23},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 92% of 40 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Two separate refund paths. Hardware bought from Apple (Apple Store or apple.com) follows the Sales and Refund Policy. App Store, Apple Media Services and subscription charges billed by Apple (statement descriptor apple.com/bill) are refunded through reportaproblem.apple.com. Products bought from another retailer go back to that retailer.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"get-support","type":"chat","label":"Get Support (chat, call back or repair booking by product or topic)","value":"https://getsupport.apple.com","purposes":["warranty_claim","refund_request","damaged_item","lost_package","account_access"],"notes":"Purchases and sales support (order status, Trade In, AppleCare): https://getsupport.apple.com/?caller=cups&PGF=PGF63006&category_id=SC0339","source":"https://support.apple.com/en-us/contact","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","channel":{"id":"apple-support-phone","type":"phone","label":"Apple Support (United States), including AppleCare","value":"+1-800-275-2273","purposes":["warranty_claim","unauthorized_charge","cancel_service","account_access"],"notes":"Apple says the numbers may work only when dialed inside the country and are subject to change.","source":"https://support.apple.com/en-us/106932","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","channel":{"id":"corporate-mail","type":"mail","label":"Apple corporate address","value":"Apple, One Apple Park Way, Cupertino, CA 95014","purposes":["poor_service"],"source":"https://www.apple.com/contact/","last_verified":"2026-10-12"}},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"public","regulator":{"id":"bbb","name":"Better Business Bureau","level":"nonprofit","when_to_use":"Use when a business did not resolve a complaint and you want a neutral intermediary and a public record on the business's BBB profile. BBB is a nonprofit, not a government agency, and cannot force the business to act.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint with BBB","value":"https://www.bbb.org/file-a-complaint","purposes":["poor_service","refund_request","billing_error","damaged_item","warranty_claim"],"notes":"Script-driven page. bbb.org robots.txt disallows automated access to /file-a-complaint/*. Sign-in is offered to follow complaints; it is not confirmed whether it is required to file.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"id":"bbb-directory","type":"web_form","label":"Find your local BBB","value":"https://www.bbb.org/bbb-directory","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"BBB is a nonprofit organization. It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. Conciliation and mediation are voluntary; arbitration needs a contract clause or a signed agreement to arbitrate.","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"notes":"BBB has no phone number on its national FAQ; contact the local BBB through the directory. Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"}}],"security":{"official_domains":["apple.com","icloud.com"],"never_asks":[{"kind":"policy","claim":"Apple says it will never ask you to log in to any website or to tap Accept in the two-factor authentication dialog, and will not ask for your Apple Account password, device passcode or two-factor verification code.","source":"https://support.apple.com/en-us/102568","last_verified":"2026-10-12"},{"kind":"policy","claim":"Apple says it will never ask you to disable any security feature on your device or on your account.","source":"https://support.apple.com/en-us/102568","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Spoofed calls that show Apple's caller ID and claim suspicious activity, fake claims that your iCloud account was broken into or Apple Pay was misused with an offer to \"reverse\" charges, and fake security pop-ups that show a phone number. Close the pop-up; do not call the number.","source":"https://support.apple.com/en-us/102568","last_verified":"2026-10-12"},{"kind":"policy","claim":"Requests to pay someone with Apple Gift Cards. Apple says never to use Apple Gift Cards to pay other people.","source":"https://support.apple.com/en-us/102568","last_verified":"2026-10-12"},{"kind":"policy","claim":"BBB Scam Tracker's 2025 Risk Report lists Apple as the No. 5 most impersonated organization or brand in 2025, with 599 reports.","source":"https://bbbmarketplacetrust.org/wp-content/uploads/2026/08/Risk-Report-2025-US.pdf","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-phishing-email","type":"email","label":"Forward suspicious emails (or email a screenshot of a suspicious text) that claim to be from Apple","value":"reportphishing@apple.com","purposes":["fraud"],"source":"https://support.apple.com/en-us/102568","last_verified":"2026-10-12"},{"id":"report-facetime-fraud","type":"email","label":"Report a suspicious FaceTime call or link (email a screenshot with the caller's number or email)","value":"reportfacetimefraud@apple.com","purposes":["fraud"],"source":"https://support.apple.com/en-us/102568","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.925,"sources":{"primary":37,"reference":2,"other":1},"verified_from":{"page":23},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 92% of 40 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"dossier":{"title":"Apple — how complaints actually go","last_verified":"2026-10-12","file":"dossiers/apple.md","markdown":"## In short\n\nApple has two refund paths. Hardware bought from Apple goes back within 14 days of receipt under the Sales and Refund Policy; App Store, Apple Media Services and subscription charges (shown as apple.com/bill) are refunded through reportaproblem.apple.com, where Apple says to wait 24 to 48 hours for an answer. Products bought from a carrier or another store go back to that seller. Apple never asks for your password, passcode or two-factor code, and never asks you to turn off security features.\n\n## How complaints actually go\n\n- Apple Support in the U.S. is 1-800-275-2273 (including AppleCare); Apple says its numbers may work only when dialed inside the country. [Apple: support phone numbers](https://support.apple.com/en-us/106932) Get Support (getsupport.apple.com) offers chat, callback or a repair booking by product. [Apple: contact support](https://support.apple.com/en-us/contact)\n- For App Store, iTunes, Apple Books and Apple subscription charges, sign in at reportaproblem.apple.com, choose \"Request a refund\", pick a reason and the item, and wait 24 to 48 hours for an update. [Apple: request a refund](https://support.apple.com/en-us/118223)\n- Hardware bought from Apple can be returned within 14 days of the date you receive it, with the receipt and in original condition; approved refunds are issued within 10 business days. [Apple Sales and Refund Policy](https://www.apple.com/shop/open/salespolicies)\n- A charge from apple.com/bill can cover apps, subscriptions, music, movies or other Apple purchases, and Apple may group several purchases into one bill. Look up the amount in Report a Problem before you call it fraud. [Apple: apple.com/bill charges](https://support.apple.com/en-us/120164)\n\n## What tends to work\n\n- Cancel a free trial at least 24 hours before it ends to avoid the renewal. [Apple: free trials](https://support.apple.com/en-us/118428)\n- If Apple lowers its price within 14 calendar days of the date you receive a product, ask an Apple Store or 1-800-MY-APPLE for the difference; limited-time sales such as Black Friday are excluded. [Apple Sales and Refund Policy](https://www.apple.com/shop/open/salespolicies)\n- If there is no Apple receipt for a subscription, another company (for example a carrier) bills it; cancel with that company. [Apple: cancel a subscription](https://support.apple.com/en-us/118428)\n\n## Traps and fine print\n\n- Cash or cash-equivalent returns over $750 are refunded by a check mailed within 10 business days, not on the spot. [Apple Sales and Refund Policy](https://www.apple.com/shop/open/salespolicies)\n- AppleCare plans paid upfront that are replaced by an upgrade are refunded as an Apple Gift Card, based on the percentage of unexpired coverage. [Apple: cancel AppleCare](https://support.apple.com/en-us/118218)\n- In the U.S., AppleCare+ Theft and Loss claims are finished with the insurer: Assurant for plans bought before September 15, 2020, and AIG for plans bought on or after that date. [Apple: Theft and Loss claims](https://support.apple.com/en-us/108053)\n\n## By the numbers\n\n- ACSI 2026 (interviews through December 2025): the Apple Store scored 73 out of 100 among online retailers, down from 74; the industry average was 79. [ACSI Retail and Consumer Shipping Study 2026](https://theacsi.com/wp-content/uploads/2026/01/26jan_Retail-Shipping-Study-Final.pdf)\n- BBB Scam Tracker: Apple was the No. 5 most impersonated organization or brand in 2025, with 599 reports. [BBB Scam Tracker Risk Report 2025](https://bbbmarketplacetrust.org/wp-content/uploads/2026/08/Risk-Report-2025-US.pdf)\n\n## Scams that target customers\n\n- Apple says it will never ask you to log in to a website or tap Accept in the two-factor authentication dialog, will not ask for your password, passcode or two-factor code, and will never ask you to disable a security feature. [Apple: recognize and avoid social engineering](https://support.apple.com/en-us/102568)\n- Spoofed calls that show Apple's caller ID and claim suspicious activity, fake claims that iCloud was broken into or Apple Pay was misused with an offer to \"reverse\" charges, and fake security pop-ups that show a number to call. [Apple: recognize and avoid social engineering](https://support.apple.com/en-us/102568)\n- Requests to pay someone with Apple Gift Cards; Apple says never to use them to pay other people. [Apple: recognize and avoid social engineering](https://support.apple.com/en-us/102568)\n- Forward suspicious emails, or email screenshots of suspicious texts, to reportphishing@apple.com; report FaceTime fraud to reportfacetimefraud@apple.com and scam calls to the FTC at reportfraud.ftc.gov. [Apple: recognize and avoid social engineering](https://support.apple.com/en-us/102568)\n"},"guide":{"key":"retail","title":"Retail and online shopping — how complaints work","last_verified":"2026-10-12","file":"guides/retail.md","page":"https://escalate.alexgaoth.com/#/guides/retail"}}