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How long is the warranty on the Apple products?
The warranty on all Apple Computers and iPads is one year from date of purchase. It is important to retain your proof of purchase because it is required if you ever need to make a warranty claim. The full warranty terms and conditions are available by clicking the link: Warranty
Is my warranty local or worldwide?
The warranty on all products purchased from iStore is worldwide as long as you have your proof of purchase.

This warranty does not apply to products purchased outside of the formal channel that were meant for another market but have been brought for sale in Tanzania. So, for example, if you purchase from a non-authorised vendor, a product meant for the American market, then it does not qualify for free warranty support in Tanzania.

All items meant for sale in Tanzania have the part number sequence MxxxxB/A or MxxxxB/B. All other part numbers are not for Tanzania.
What is the warranty process?
The warranty for your Apple Product is processed by the service center located at 194 Chato Street.

  1. You need to bring the faulty device to the service center, with the original proof of purchase.
  2. A service agent will make an initial check of the device to confirm that there is no physical or water damage.
  3. The service agent will then record the problem you are experiencing and give you a "service work order" and also advise how long they expect to take to give you feedback.
  4. Once the service team have checked your device they will try and fix it if it is a software fault, if it is a hardware fault and needs a spare part, they will contact you to let you know.
  5. Spare parts can take up to three weeks to arrive - unfortunately this part is outside of our control so we all have to wait.
  6. Once the product is repaired the service team will call you to let you know that it is ready and you can come and collect the product.
We are in the process of establishing a Service Level Agreement so that you know what to expect when sending your products in for repair. We understand your Apple Product is essential to you so we try to repair your product/s in the shortest possible time.
What documents are needed to process warranty?
We require a copy of the original proof of purchase in order to process the warranty.
If there is a spare part needed how long will it take to repair my product?
At present, if a repair requires a warranty part it can take up to three weeks to receive the part and carry out the repair.

We are working with Apple to look at process improvements to reduce this time frame but at present (June 2014) we have to plan for three weeks.
What can be done if my warranty has expired but I still need a repair?
We carry out repairs out of warranty. The process is similar to the process for warranty repairs except that the client has to pay for the parts and labour. The service team determines what will be required and provides an estimate. If you agree, you pay the cost of the spares and then these are ordered and work proceeds as before.
How do I pay with Airtel money?
The detailed instructions are available here (please link to file instructions for paying with Airtel money)
IOS is not responding/ does not turn on
Symptoms
Your iPhone, iPad, or iPod touch may occasionally stop responding to buttons, switches, or touchscreen input and may exhibit one or more of these symptoms:

  • Does not return to the Home screen after you press the Home button
  • Does not wake from sleep after you press the Sleep/Wake button
  • Does not turn on (or power on) when you press any button
  • Does not start up past Apple logo
  • Appears frozen or unresponsive
  • Is unable to "Slide to Unlock" or "Slide to Power Off"
Resolution
If a single application is not responding or stops responding when it opens, you can force it to close.
IOS device is unresponsive or if certain controls aren't working as expected
Resolution
Restart your device

If the device remains unresponsive or does not turn on (or power on), reset your device.
How do I pay with Airtel money?
The detailed instructions are available here (please link to file instructions for paying with Airtel money)
There is no video/ the screen remains black
Resolution

  1. Verify that the device has enough charge to turn on:
  2. If you are using an iPad, ensure that it's connected to the USB Power Adapter supplied with the device.
  3. Let it charge for at least twenty minutes, then see if it starts normally.
  4. If there is no image on the screen, press the Sleep/Wake button to attempt to wake the device.
  5. If the screen displays a red battery icon, continue charging the device until the battery is fully charged.
If the above steps do not resolve the issue or if the screen remains black or shows a persistent Apple logo, try restoring with iTunes:

  1. Connect the device to your computer and open iTunes.
  2. If the device appears in iTunes, select and click Restore on the Summary pane...
  3. If the device doesn't appear in iTunes, try to force the device into recovery mode, and then restore it.
IOS - forgotten passcode or device disabled after entering wrong passcode
If you enter the wrong passcode six or more times, you'll see a message that says one of the following:

  • iPhone is disabled
  • iPad is disabled
  • iPod touch is disabled
If you have previously synced your device with iTunes, you may be able to reset the passcode by restoring the device:

  1. Connect the device to the computer with which you normally sync and open iTunes.
  2. Note: If iTunes asks you to enter the passcode, try another computer that you have synced with. Otherwise, go to "If you have never synced your device with iTunes or you do not have access to a computer" section below.
  3. If the device is still disabled, or if iTunes does not automatically sync your device, sync the device with iTunes.
  4. When the backup and sync is complete, restore your device.
  5. When iOS Setup Assistant asks to set up your device, choose "Restore from iTunes backup".
  6. Select your device in iTunes and choose the most recent backup of your device.
If you see one of following alerts, you need to erase the device:

  • "ITunes could not connect to the [device] because it is locked with a passcode. You must enter your passcode on the [device] before it can be used with iTunes."
  • "You haven't chosen to have [device] trust this computer"
If you have Find My iPhone enabled, you can use Remote Wipe to erase the contents of your device. If you have been using iCloud to back up, you may be able to restore the most recent backup to reset the passcode after the device has been erased.

Alternatively, place the device in recovery mode and restore it to erase the device:

  1. Disconnect the USB cable from the device, but leave the other end of the cable connected to your computer's USB port.
  2. Turn off the device: Press and hold the Sleep/Wake button for a few seconds until the red slider appears, then slide the slider. Wait for the device to shut down.
  3. While pressing and holding the Home button, reconnect the USB cable to the device. The device should turn on.
  4. Continue holding the Home button until you see the Connect to iTunes screen.
  5. iTunes will alert you that it has detected a device in recovery mode. Click OK, and then restore the device.
Resolve IOS update and restore errors in iTunes
Symptoms
When you use iTunes to update or restore your iPhone, iPad, or iPod touch, you might see an error code or alert message. Most of these errors happen because your computer has older versions of software or can't connect to the server.

Resolution
You can fix most update and restore errors with a few simple steps. Try these first:

  1. Update iTunes.
    Get the latest version of iTunes on your computer.
  2. Update your operating system.
    Install available updates for your Mac. If you have a PC, you can get PC software updates from the Microsoft website.
  3. Check your computer's security software.
    You might need to update, change, disable, or uninstall software that's causing an issue.
  4. Unplug extra USB devices.
    Keep only your iOS device, keyboard, and mouse plugged in directly to your computer.
  5. Restart.
    Turn off your computer and your device, and turn them on again
  6. Try again.
    Update or restore your iOS device again

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