Click here for an explanation of the Stole Device Protection update.

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We do not want to turn simply turn these customers away. Customers are welcome to return when FMIP has been disabled.

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The following should be done before the customer comes to the store:

1. If the screen on the device is still functional: Disable FMIP from the Settings as normal. This should be done at home.
1. Settings > Tap [Your Name] > Find My > Tap Find My [Device] > tap to turn it off > Enter your Apple ID password > Tap Turn Off.
2. You can offer to email these steps to the customer, if they are unsure.
2. If the screen on the device is not functional and customer has access to a computer: Use icloud.com to remove the device from their device list. They must know their iCloud password.
1. You can offer to email the customer this walkthrough to the customer. A PDF version is available here.
2. If customer does not know their iCloud password but has a trusted device from a family member then they can follow the “Reset your Apple ID password with the Apple Support app on a borrowed device” guide located here.
3. Only if all other options are exhausted: We can offer to do a temporary screen to enable them to disable this security feature. Click here for an explanation of this process.
4. Contact Asurion for support or next steps.

Customer must accept the following:

1. There will be increased visits to the store and an increased turnaround time.
2. They are welcome to attempt the previously mentioned steps and this option may only be available if they are able to arrive in-store early enough in the day where time will not be an issue.
3. Under no circumstances will be able to take their device until calibration has been completed.
4. If this method fails their display may be in worse condition than it is currently due to removal.

Process
We start the repair and contact them when finished. If no alternate number, then quote the standard turnaround time of two (2) hours. After they arrive to disable FMIP they must be back within 1 to 1.5 hours. Failure to arrive back before then will result in us marking it Unrepairable and redirecting to Asurion. Once FMIP is fully disabled, there will be an additional 1-2 hour wait for the actual screen replacement and calibration. Customer does not need to be present for this, and is welcome to pick their device up whenever is convenient for them.

Do NOT offer when:

1. The day is already high volume.
2. The Face ID sensor itself may be damaged.
3. There could be a “time crunch” which may prevent the repair from being completed same day.
4. The customer’s attitude indicates that this inconvenience will cause an escalation / negative feedback.
5. Your manager tells you not to.

If a user attempts to disable Find My iPhone outside of a "familiar location" there is a 1-hour wait period from the time that initial attempt is made and when they are able to actually disable FMIP. Both the initial attempt and the confirmation to disable FMIP require Face ID authentication. Additionally, the user must confirm the deactivation of FMIP within 1-hour of the initial 1-hour wait period ending.

Example: A user attempts to disable FMIP at 1 PM outside of a "familiar location". After Face ID authentication, they are given an alert that they must wait 1-hour to confirm they wish to disable this setting. The user must then return the FMIP setting between 2 PM and 3 PM to disable it [with another Face ID Authentication]. If they attempt to disable FMIP at 3:01 PM (or any time after) the 1-hour wait timer is restarted.