Is Apple requiring passcodes to do iPhone hardware repairs?

Question

I recently had an appointment to replace a cracked screen and the service rep said she needed my passcode to do the repair. I asked to talk to the manager who backed her up. When I said I didn't feel comfortable with that and where this "policy" was that they kept referencing, they canceled my appointment and asked me to leave the store. They never told me why they wanted my passcode other than "to check some information and run some tests." Has this happened to anyone else? What is going on?

geoah · Accepted Answer

Seems this is a very common query considering the search results on google. At least for macs they require an admin account to be setup they can use. For ios apple support seems to only mention the following.
https://support.apple.com/en-us/HT201557 > Have your Apple ID password ready. For some repairs, you'll need your Apple ID password to erase your device and turn off Find My iPhone.*
> * If you're unable to turn off Find My iPhone, Apple might not be able to service your device. This policy is in force to prevent unauthorized persons from servicing your device without your knowledge. If you don't remember your Apple ID and Password, please go to iForgot.
If the screen was working I think the right thing to have done was just wipe the phone and give it to them. If it was not working that’s a tough spot.

amerkhalid · Answer

Just a few months ago, there was a story of some lady had her private photos posted to her Facebook while her phone was at Apple&rsquo;s service center. She won lawsuit and I think article mentioned that Apple would be changing this policy. Kind of surprised that they haven&rsquo;t already.

cpach · Answer

Maybe they want the passcode to run diagnostic tools.
If you wipe your phone before repair they should be able to do what they need to do without having your passcode.
In 2017 I was working in a Service Desk. Whenever an employee needed repair of their work phone we would ask them to wipe it before we sent it away to the repair company.

Leftium · Answer

I've had my iPhone serviced at authorized service centers in Korea a few times. You are required to ensure there is no password on the iPhone at all. It was a long time ago, so I don't remember if they gave any explanation for this requirement. I think they need to look up some diagnostic info on the phone?

beermonster · Answer

Yes this is why I always wipe the device before I get a screen or battery repair.

sysadm1n · Answer

Staff are probably under pressure to divulge the contents of phones to LE. Remember the Geek Squad thing a few years back? https://www.huffpost.com/entry/fbi-geek-squad-customer-data-...If that's not the case, the staff need to be retrained and be well versed in what privacy actually means.

Is Apple requiring passcodes to do iPhone hardware repairs?

Just a few months ago, there was a story of some lady had her private photos posted to her Facebook while her phone was at Apple’s service center. She won lawsuit and I think article mentioned that Apple would be changing this policy. Kind of surprised that they haven’t already.

Yes this is why I always wipe the device before I get a screen or battery repair.

Staff are probably under pressure to divulge the contents of phones to LE. Remember the Geek Squad thing a few years back? https://www.huffpost.com/entry/fbi-geek-squad-customer-data-...
If that's not the case, the staff need to be retrained and be well versed in what privacy actually means.