Apple Plans to Stop Providing Customer Support on Twitter and YouTube

Apple is planning to eliminate social media support advisor roles across Twitter, YouTube, and the Apple Support Community website starting later this year, according to multiple sources familiar with the matter. When this change takes effect, customers will no longer be able to receive support from an Apple employee on these platforms.

Apple Support App General Feature

Starting October 1, the @AppleSupport account on Twitter will no longer provide human replies to customers who send direct messages, one of the sources said. Instead, the source indicated that customers who message the account will receive an automated reply outlining other ways that they can contact Apple to receive assistance.

In addition, the sources said Apple will no longer provide technical assistance to customers in the comments section of YouTube videos uploaded to the Apple Support channel, and the paid Community Specialist role will be eliminated for the Apple Support Community, an online discussion forum where customers can receive help.

Apple is offering hundreds of affected employees the opportunity to transition to a phone-based support role in the company, but some advisors are unable to or unwilling to make the switch, the sources said. Apple is not allowing employees to switch to another chat-based support role in the company unless medically necessary, which has caused anger and frustration for some members of the social media team, one of the sources said.

Employees will receive training to provide phone support, and the transition is expected to be completed by November, one source said. They added that those who do not wish to work on the phones were told they would need to explore work outside of Apple.

Apple has offered customer support on Twitter since 2016. Last year, the social media platform was controversially acquired by billionaire Elon Musk, and it has since been renamed to X. In a meeting with employees this week, the sources said Apple justified its plans by explaining that many customers prefer phone-based support.

Apple did not immediately respond to our requests for comment. This story will be updated if Apple provides any information.

Popular Stories

iOS 18

Apple Says iOS 18.4 Will Be Released in April With These New Features

Wednesday February 26, 2025 7:15 am PST by
In a recent press release, Apple confirmed that iOS 18.4 will be released in April. From the Apple News+ Food announcement:Coming with iOS 18.4 and iPadOS 18.4 in April, Apple News+ subscribers will have access to Apple News+ Food, a new section that will feature tens of thousands of recipes — as well as stories about restaurants, healthy eating, kitchen essentials, and more — from the...
Generic iPhone 17 Feature With Full Width Dynamic Island

Latest iPhone 17 Series CAD Images in Line With Redesign Rumors

Friday February 28, 2025 2:51 am PST by
Apple is expected to embrace a new camera system design for some models in its upcoming iPhone 17 series, and the latest purported CAD images don't deviate from what we have been hearing lately about Apple's new lineup. If you do not like the sound of an iPhone with a Google Pixel-style camera bar, look away now. Seasoned leaker Sonny Dickson shared the following images in a post on X...
iphone 16e usb c feature

Apple Provides Reason for iPhone 16e's Lack of MagSafe

Friday February 28, 2025 4:39 am PST by
Apple has offered a reason why the iPhone 16e doesn't include MagSafe, one of the more notable omissions from its latest entry-level smartphone. According to Apple representatives who spoke to Daring Fireball's John Gruber, MagSafe is not included in the iPhone 16e because "most people in the iPhone 16e's target audience exclusively charge their phones by plugging them into a charging...
apple intelligence black

These New Apple Intelligence Features Are Coming in iOS 18.4

Friday February 28, 2025 3:17 pm PST by
iOS 18.4 was supposed to bring new Apple Intelligence Siri features, but Apple ended up needing to pull those capabilities from the update to continue testing. There are fewer new Apple Intelligence additions now, but there are still some new features that will make the update worth installing when it comes out in April. Priority Notifications Apple introduced Priority Notifications back at ...
cook trump

Trump Responds to Apple Keeping Diversity Policies

Wednesday February 26, 2025 6:32 am PST by
In an all-caps post on Truth Social today, U.S. President Donald Trump said Apple should fully end its diversity, equity, and inclusion (DEI) policies. Tim Cook meeting with President Trump in 2017 "APPLE SHOULD GET RID OF DEI RULES, NOT JUST MAKE ADJUSTMENTS TO THEM," he wrote. Trump's post comes one day after Apple held its annual shareholders meeting, during which a majority of...
apple watch ultra snow

6 Features Coming to the Apple Watch Ultra 3

Tuesday February 25, 2025 9:00 am PST by
The Apple Watch Ultra 3 is expected to launch later this year, arriving two years after the previous model with a series of improvements. While no noticeable design changes are expected for the third generation since the company tends to stick with the same Apple Watch design through three generations before changing it, there are a series of internal upgrades on the way. By the time the ...
airpods pro purple

Here's When AirPods Pro 3 Are Rumored to Launch

Monday February 24, 2025 9:14 am PST by
According to a post on X today from a leaker known as Kosutami, Apple plans to launch AirPods Pro 3 in May or June this year. The leaker also claimed that an AirTag 2 will launch around the same time. Kosutami is best known as a collector of prototype Apple hardware, but they have occasionally shared accurate information about Apple's future product plans. For example, they accurately...
apple c1

How Fast is Apple's First-Ever 5G Modem? The Results Are Surprising

Friday February 28, 2025 10:08 am PST by
iPhone 16e reviews are now out, and Apple's custom-designed C1 modem has been put to the test. The results so far are quite surprising, as the C1's speeds are not as slow compared to Qualcomm modems as originally expected. While the C1 does not support ultra-fast mmWave 5G in the U.S., it appears to offer comparable 5G performance to Qualcomm's Snapdragon X71 modem found in the iPhone 16,...

Top Rated Comments

Natas1000 Avatar
20 months ago
They should stop giving Twitter ad dollars too.
Score: 62 Votes (Like | Disagree)
tripsync Avatar
20 months ago
Never made sense to me. 100% of my DMs with Apple support over X resulted in doing basic troubleshooting steps and then Apple support telling me to go to the support website for further help. And the website chat ended up asking me to do the same exact troubleshooting steps.
Score: 37 Votes (Like | Disagree)
abatabia Avatar
20 months ago
I prefer iMessage or phone support anyway.
Score: 37 Votes (Like | Disagree)
now i see it Avatar
20 months ago
Likely because nobody ever knew about or used this Apple help service
Score: 28 Votes (Like | Disagree)
TheYayAreaLiving ?️ Avatar
20 months ago
Apple: Add Facebook and TikTok as well, please?
Score: 27 Votes (Like | Disagree)
dasmb Avatar
20 months ago
Twitter based customer support was always a bad idea. It felt convenient to shout gripes into the void and be heard by somebody who could help, but the next step involved providing personally identifying information to a random customer support agent on a Twitter account you had to assume was correct. All via Twitter DMs, which aren't encrypted and can't be deleted.
Score: 22 Votes (Like | Disagree)