Apple Support Account on X No Longer Offers Help From a Human

Apple this week stopped providing human technical assistance via direct messages on X, formerly known as Twitter, in a shift away from social media support.

Apple Support App General Feature
As of October 1, customers who send a direct message to the @AppleSupport account on X receive an automated reply with links to the Get Support page on Apple's website, and to the Apple Support app for the iPhone and iPad. The account also appears to have stopped offering human replies to posts tagging the @AppleSupport account, but it still provides some automated replies with links to various pages on Apple's website.

The account's description previously said it was "available every day to answer your questions," but that text was removed this week.

Apple Support X
The account will continue to share tips, tricks, and helpful information, including videos from the Apple Support channel on YouTube.

MacRumors was first to report that Apple was planning to eliminate paid social media support advisor roles across X, YouTube, and the Apple Support Community website. Apple offered affected employees the opportunity to transition to a phone-based support role in the company, according to sources familiar with the matter.

One of the sources said that human support on the Apple Support Community will continue temporarily amid the transition to phone support. Responses to comments on videos uploaded to the Apple Support channel on YouTube appear to have stopped.

Apple had offered human support on Twitter since 2016. Last year, the social media platform was controversially acquired by billionaire Elon Musk, but it's unclear if that was a factor in Apple's move towards automated support on the website.

Popular Stories

iphone 16 pro models 1

Here's How the iPhone 17 Pro Max Will Compare to the iPhone 17 Pro

Saturday July 5, 2025 1:00 pm PDT by
Apple should unveil the iPhone 17 series in September, and there might be one bigger difference between the Pro and Pro Max models this year. As always, the Pro Max model will be larger than the Pro model:iPhone 17 Pro: 6.3-inch display iPhone 17 Pro Max: 6.9-inch displayGiven the Pro Max is physically larger than the Pro, it has more internal space, allowing for a larger battery and...
iPhone 17 Pro in Hand Feature Lowgo

iPhone 17 Pro to Reverse iPhone X Design Decision

Monday July 7, 2025 9:46 am PDT by
Since the iPhone X in 2017, all of Apple's highest-end iPhone models have featured either stainless steel or titanium frames, but it has now been rumored that this design decision will be coming to an end with the iPhone 17 Pro models later this year. In a post on Chinese social media platform Weibo today, the account Instant Digital said that the iPhone 17 Pro models will have an aluminum...
imac video apple feature

Apple Launching These 15+ Products Later This Year

Sunday July 6, 2025 8:05 am PDT by
The calendar has turned to July, meaning that 2025 is now more than half over. And while the summer months are often quiet for Apple, the company still has more than a dozen products coming later this year, according to rumors. Below, we have outlined at least 15 new Apple products that are expected to launch later this year, along with key rumored features for each. iPhone 17 Series iPho...
iOS 26 Feature

Everything New in iOS 26 Beta 3

Monday July 7, 2025 1:20 pm PDT by
Apple is continuing to refine and update iOS 26, and beta three features smaller changes than we saw in beta 2, plus further tweaks to the Liquid Glass design. Apple is gearing up for the next phase of beta testing, and the company has promised that a public beta is set to come out in July. Transparency In some apps like Apple Music, Podcasts, and the App Store, Apple has toned down the...
iPhone Car Key Kia

Here's Which Vehicles Offer iPhone Car Keys

Sunday July 6, 2025 3:03 pm PDT by
In 2020, Apple added a digital car key feature to its Wallet app, allowing users to lock, unlock, and start a compatible vehicle with an iPhone or Apple Watch. The feature is currently offered by select automakers, including Audi, BMW, Hyundai, Kia, Genesis, Mercedes-Benz, Volvo, and a handful of others, and it is set to expand further. Apple has a web page with a list of vehicle models that ...
iPhone 17 Pro in Hand Feature Lowgo

iPhone 17 Pro Coming Soon With These 14 New Features

Friday July 4, 2025 1:05 pm PDT by
Apple's next-generation iPhone 17 Pro and iPhone 17 Pro Max are just over two months away, and there are plenty of rumors about the devices. Below, we recap key changes rumored for the iPhone 17 Pro models. Latest Rumors These rumors surfaced in June and July:Apple logo repositioned: Apple's logo may have a lower position on the back of the iPhone 17 Pro models, compared to previous...
iphone 17 pro render majin bu

New iPhone 17 Pro Renders Highlight Apple Logo and MagSafe Design Changes

Sunday July 6, 2025 8:43 pm PDT by
New renders today provide the best look yet relocated Apple logo and redesigned MagSafe magnet array of the iPhone 17 Pro and iPhone 17 Pro Max. Image via Majin Bu. Several of the design changes coming to the iPhone 17 Pro model have been rumored for some time, such as the elongated camera bump that spans the full width of the device, with the LiDAR Scanner and flash moving to the right side. ...
iPhone 14 Pro Dynamic Island

iPhone 17 Models Rumored to Feature Redesigned Dynamic Island

Monday July 7, 2025 7:38 am PDT by
iPhone 17 models will feature a redesigned Dynamic Island user interface, according to a post today from Digital Chat Station, an account with more than three million followers on Chinese social media platform Weibo. The account has accurately leaked some information regarding future Apple products in the past. The account did not share any specific details about the alleged changes that are ...
Prime Day 25 Feature Warm Triad

The Best Prime Day Deals on AirPods, iPads, MacBooks, and More

Monday July 7, 2025 10:55 am PDT by
Amazon is back with its annual summertime Prime Day event, lasting for four days from July 8-11, the longest Prime Day yet. As it does every year, Prime Day offers shoppers a huge selection of deals across Amazon's storefront. With the event now underway, we're tracking numerous all-time low prices on Apple gear right now. Note: MacRumors is an affiliate partner with Amazon. When you click a...

Top Rated Comments

Guacamole Avatar
23 months ago
Can't blame them. Twitter has gone down the hill. I use the twitter search function for a particular popular topic and now the results are very limited, can't scroll down to read older tweets like before
Score: 33 Votes (Like | Disagree)
LightProtector Avatar
23 months ago

It's getting close to the point I'm gonna have to leave Twitter and move to something else like Bluesky.
Or just don't use anything. Honestly great for my mental health.
Score: 19 Votes (Like | Disagree)
neliason Avatar
23 months ago
I prefer phone over any other type of support. Most companies seem to want to steer you away from phone support.

I've had to call Apple support twice. Both times I spoke to a human without any wait, the employees were easy to understand and able to understand me, the employees seemed to have above average intelligence, and they were very helpful. It was the best customer support I've experienced in the last twenty years.

The sad thing is this is how almost all companies used to be. Apple is exceptional only in maintaining a standard of quality America used to expect and was given.
Score: 19 Votes (Like | Disagree)
FasterQuieter Avatar
23 months ago
His Royal Muskness tweeted something yesterday that convinced me to delete the app for good. I am suffering some serious withdrawal, but I think it will be worth it.
Score: 16 Votes (Like | Disagree)
Shasterball Avatar
23 months ago
Twitter is a cesspool. Plus, I have found their support via iMessage to be pretty good. It's my go-to mode of Apple support.
Score: 14 Votes (Like | Disagree)
Spaceboi Scaphandre Avatar
23 months ago

Can't blame them. Twitter has gone down the hill. I use the twitter search function for a particular popular topic and now the results are very limited, can't scroll down to read older tweets like before
It's getting close to the point I'm gonna have to leave Twitter and move to something else like Bluesky.
Score: 12 Votes (Like | Disagree)