Apple Replaces Support Profiles With New Tool That Only Shows Devices Signed Into Your Apple ID

Discussion in 'iOS Blog Discussion' started by MacRumors, Oct 24, 2016.

  1. MacRumors macrumors bot


    Apr 12, 2001

    Apple recently removed Support Profiles from its website, redirecting the page to a new "Get Support" tool that similarly enables customers to check their technical support and service coverage status for iPhones, iPads, Macs, and other Apple products they own. There is, however, one notable difference.


    The new "Get Support" tool only lists Apple products signed into any given Apple ID, whereas the old Support Profiles page allowed customers to add additional products, including those owned by others. The change is cumbersome for families in particular, as managing multiple devices is now more difficult.

    The main concern is that users may only have one Apple ID associated with a given device at a time, so now the only way to manage multiple devices is to manually sign in and out of multiple Apple IDs on the website. While not a major problem, a number of MacRumors readers have emailed us with negative feedback about the change.

    Apple Support Profiles had an "Add Products" option (Image: iPhone-Tricks)

    The change also prevents non-iCloud devices such as older iPods from being added to the list. Users can manage their devices on their Apple ID account page.

    Article Link: Apple Replaces Support Profiles With New Tool That Only Shows Devices Signed Into Your Apple ID
  2. yanksfan114 macrumors 6502

    Jul 30, 2011
    Ever since they redesigned the site not too long ago, the entire support part is horrendous. Getting repairs and support used to be quick and easy. Now you have to jump through hoops and they don't have accessory support easy to find.
  3. dannyyankou macrumors 604


    Mar 2, 2012
    Scarsdale, NY
    And it's crazy that you can't even use the app to schedule genius appointments anymore.
  4. HDJulie macrumors demi-goddess

    Jun 13, 2008
    Little Rock, AR
    On the old support profile page, I could pick a device & see information about when I bought it & if I have AppleCare on it. I don't put AppleCare on everything so I'm not sure which devices have it & which don't & I don't see a way to determine that on the new site.
  5. jgelin macrumors 6502a


    Jul 30, 2015
    St Petersburg, FL
    I tried using the new support portal online to change my genius bar reservation... only to get errors to try again every day until the 4 days that passed until my appointment, and it still wouldn’t let me cancel even after the date passed. In all, a piss poor service on Apple’s part, especially since people looking for this portal likely are pissed off at them already needing servicing.
    My appointment was held and reserved for 6 days even though I wanted to cancel it, no wonder why my local store is booked more than my doctors office... they can’t cancel!
  6. BigCLC macrumors member


    Sep 18, 2014
    The page that shows up for me shows none of my devices. Clicking the link that is listed to manage them on the apple id site shows...surprise all of my devices! Of course there is no way to make them appear on the get support page.
  7. avanpelt macrumors 68030

    Jun 2, 2010
    Hmmm, not sure this was a well thought out change. What happens to my AirPort routers? They were on my Support Profile but aren't signed into any Apple IDs. Also, Apple TVs can be linked to multiple Apple IDs simultaneously. How are they handling that?
  8. Speedman100 macrumors 6502


    Jul 21, 2013
    I guess you can't use the website anymore to meticulously track your new iPhone as it gets shipped to you.
  9. Brookzy macrumors 601


    May 30, 2010
    Ugh, I never realised how much I relied on Support Profile until it went. With it now only supporting signed-in devices, how am I supposed to keep track of serials and support coverage for my accessories like AirPorts and Apple Pencil?

    Apple support tools have been an absolute mess recently. They seem to have been transitioning to the new tools for a year or so, breaking both new and old systems in the process.

    And the icing on the cake - only my two Macs are showing on the device list, despite all of my devices correctly showing on the Apple ID page and in the Apple Store app. So if I drop my phone tomorrow, it wouldn't even be possible for me to start a support request online. Great job Apple.
  10. joueboy macrumors 65816

    Jul 3, 2008
    I miss the good old days of Apple customer support. The time when fewer people owns Apple computers, iPods and early versions of iPhones. I heard stories including a friend of mine walking to Apple Store without warranty and Apple just replaced his iPad. I used to visit the mall and stopped by the store and they'll entertain you right away. I feel so special back then having the first class and quick service. Now people pays $129 and brags how Apple gets their appointments days later, and Apple fix their iPhones for only $99 instead of paying full price. Time has changed Apple got bigger making more money than ever now we're getting less. I tend not to visit their store anymore when I go to the mall because it's crowded all the time. Makes me wonder what's next with Apple?
  11. nagromme macrumors G5


    May 2, 2002
    I'm not sure I've ever heard of or seen Support Profiles, but these changes do sound like a real mess for no good reason!
  12. qtrim macrumors regular


    Oct 7, 2011
    Really stinks. Wanted to locate the serial # of my Moms phone, which belongs to me, but can't because she has her own Apple ID. Grrrr.
  13. genovelle macrumors 6502a

    May 8, 2008
    They likely realized a large percentage of support users were unauthorized or stolen devices.
  14. tdar macrumors 6502a

    Jun 23, 2003
    On the Space Coast
    Of All of my Apple equipment the only 2 that show are the 2 that I had (or have) Apple Care on. My new iPhone 7 + is nowhere to be seen. All of the devices show on the Apple Id page.
  15. Corrode macrumors 6502a


    Dec 26, 2008
    Calgary, AB
    Wtf? I didn't realize this was the case. This is mind-boggling. Used to be so easy.
  16. DoctorKrabs macrumors 6502a


    Jul 12, 2013
    One thing I like is that used iOS devices aren't left stuck on someone else's support profile thanks to this change.

    Too many times, I would buy a used device and try adding it to my profile only to see that it had already been linked to another Apple ID, and not in any way related to iCloud. That made it feel like my devices weren't fully mine.

    Then going to the Apple Store for service on a used phone would have it show up with someone else's name registered to it. They really should have removed Support Profiles once Activation Lock became a thing.
  17. tennisproha macrumors 65816

    Jun 24, 2011
    Well that's stupid. It's completely useless now. It's doesn't even show your previously registered devices or your devices connected to iCloud.

    If it's not broken, don't fix it.
  18. slesherinyork macrumors member

    Mar 16, 2012
    Agree WTF are they thinking... tried to use it this afternoon and wondered where all my and family's stuff disappeared too. I was upgrading an Apple Edition watch I just received this afternoon to 3.1 and it bricked it and had to search for my serial number after learning they changed the once simple process. Shared experience with the advisor and he made note. They seemed to be learning it too and was surprised. On the plus side my replacement will be here tomorrow so it least the outcome was positive.
  19. iGeek2014 macrumors 68020

    Jun 29, 2014
    === Nowheresville ===
  20. jgelin macrumors 6502a


    Jul 30, 2015
    St Petersburg, FL
    It is their mantra everyday as of late.
  21. kwikdeth macrumors 6502a

    Feb 25, 2003
    Tempe, AZ
    There are increasingly few aspects and experiences at Apple that are satisfactory enough to warrant giving them my money. The last two times I've been to the genius they wouldn't even really help me besides pointing me to buy newer, less capable devices. I'm well over it at this point and none of it is surprising anymore.
  22. garethjs macrumors 6502a

    Nov 11, 2008
  23. Avenged110 macrumors 6502


    Aug 2, 2010
    Greatest Country on Earth
    Just encountered this a few days ago; it was so annoying. I used this as a way keep track of my devices and their serial numbers. I don't use iCloud on any of them so now they literally just wiped out the only part of their site I use. Wonderful. Wasn't this also how Apple support could see what devices one owns?
  24. Spink10 Suspended


    Nov 3, 2011
    I am so ticked at apple about this...please someone help me see one "pro" for the change? I can only see "cons".

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