Apple has initiated a new worldwide service program offering free repairs of MacBook and MacBook models equipped with low-profile, butterfly mechanism keyboards, after the company determined that "a small percentage" of the keyboards may develop one or more of the following issues:

  • Letters or characters repeat unexpectedly

  • Letters or characters do not appear

  • Key(s) feel "sticky" or do not respond in a consistent manner

Apple or Apple Authorized Service Providers will service eligible MacBook and MacBook Pro keyboards free of charge. Apple says the process may involve the replacement of one or more keys or the whole keyboard.

macbook keyboard apple support
The following MacBook and MacBook Pro models are eligible for the program:

  • MacBook (Retina, 12-­inch, Early 2015)

  • MacBook (Retina, 12­-inch, Early 2016)

  • MacBook (Retina, 12-­inch, 2017)

  • MacBook Pro (13­-inch, 2016, Two Thunderbolt 3 Ports)

  • MacBook Pro (13-­inch, 2016, Four Thunderbolt 3 Ports)

  • MacBook Pro (15-­inch, 2016)

  • MacBook Pro (13-­inch, 2017, Two Thunderbolt 3 Ports)

  • MacBook Pro (13-­inch, 2017, Four Thunderbolt 3 Ports)

  • MacBook Pro (15-­inch, 2017)

All other MacBook, MacBook Air, and MacBook Pro models are not equipped with butterfly mechanism keyboards, and thus are ineligible.

To identify your MacBook or MacBook Pro model to see if it is eligible for this program, click on the Apple logo in the top-left corner of the screen and select About This Mac. A window should open, and in the Overview tab, the model should be listed, such as MacBook Pro (15-inch, 2016).

Apple or an Apple Authorized Service Provider will examine the MacBook or MacBook Pro prior to any service to verify that it is eligible for this program. If the notebook has any damage which impairs the service, that issue will need to be repaired first, and in some cases, there may be repair fees.

Step-by-step instructions ahead…

MacRumors obtained an internal service document from Apple that outlines exactly which pre-existing damage is eligible for this program:

Eligible physical damage includes:
• keyboard damage due to attempted keycap repair
• physical top case damage unrelated to the keyboard

Ineligible physical damage includes:
• liquid damage
• physical keyboard damage unrelated to keycap repair

Apple's service program is valid for four years after an eligible MacBook or MacBook Pro was originally purchased, meaning all of the models listed above remain eligible until at least April 10, 2019, four years after the original 12-inch MacBook, the first model with a butterfly keyboard, was released.

An eligible MacBook or MacBook Pro purchased today, meanwhile, would be eligible for coverage under this program until June 2022.

How to Initiate a Free Repair

Remember to back up your Mac prior to sending it in for service.

There are three ways to take advantage of Apple's service program: book an appointment with an Apple Store or Apple Authorized Service Provider, or mail in the notebook to Apple's repair center.

Apple Store or Apple Authorized Service Provider via Web

apple support mac
These steps are web-based, so they work across Mac, iPhone, iPad, and other devices.

  1. Navigate to the Get Support page on Apple's website.

  2. Select "Mac."

  3. Select "Mac notebooks."

  4. Select "Hardware Issues."

  5. Select "Keyboard not working as expected."

  6. Select "Bring in for Repair."

  7. Sign in with your Apple ID.

  8. Specify your location.

  9. Sort by "Availability" or "Distance."

  10. Select an Apple Store or Apple Authorized Service Provider.

  11. Select an available day and time slot for the appointment.

  12. Arrive at the Apple Store or Apple Authorized Service Provider when your appointment is scheduled. Bring your affected MacBook or MacBook Pro and government-issued photo ID.

Apple Store or Apple Authorized Service Provider via Apple Support App

apple support app macbook keyboard
These steps are based on the Apple Support app for iPhone and iPad.

  1. Open the Apple Support app.

  2. If necessary, tap on the "Account" tab and sign in with your Apple ID.

  3. Tap on the "Get Support" tab.

  4. Tap on your affected MacBook or MacBook Pro.

  5. Tap on "Hardware Issues."

  6. Tap on "Keyboard not working as expected."

  7. Tap on "See all" to the right of "Get More Help."

  8. Tap on "Bring in for Repair."

  9. Select an Apple Store or Apple Authorized Service Provider.

  10. Select an available day and time slot for the appointment.

  11. Arrive at the Apple Store or Apple Authorized Service Provider when your appointment is scheduled. Bring your affected MacBook or MacBook Pro and government-issued photo ID.

Mail-in to Apple Repair Center

  1. Navigate to the Get Support page on Apple's website.

  2. Select "Mac."

  3. Select "Mac notebooks."

  4. Select "Hardware Issues."

  5. Select "Keyboard not working as expected."

  6. Select "Talk to Apple Support Now" or "Chat" to speak with an Apple support representative by phone or online chat.

  7. Inform the representative that you would like to mail in your affected MacBook or MacBook Pro to Apple's repair center.

  8. Follow further instructions as advised.

Apple's internal document for this program advises that mail-in service will take five to seven business days to be completed, but Apple's public-facing page about the program notes that service turn-around time may vary depending upon the type of service and availability of replacement parts.

How to Initiate a Refund

Apple's website notes that customers who believe their MacBook or MacBook Pro was affected by this issue, and who paid to have their keyboard repaired prior to this program, can contact the company about a refund.

  1. Navigate to the Get Support page on Apple's website.

  2. Select "Mac."

  3. Select "Mac notebooks."

  4. Select "Hardware Issues."

  5. Select "Keyboard not working as expected."

  6. Select "Talk to Apple Support Now" or "Chat" to speak with an Apple support representative by phone or online chat.

  7. Inform the representative that you would like a refund.

  8. Follow further instructions as advised.

MacRumors first highlighted customer complaints about the 2016 MacBook Pro keyboard over a year ago, including non-functional keys, strange high-pitched sounds on some keys, and keys with a non-uniform feel. The issues are believed to result from small amounts of dust or debris accumulating under keys.

Apple has been hit with at least three class action lawsuits over the keyboards in the United States, after the company charged some customers with out-of-warranty fees as high as $700 to replace the keyboard on affected MacBook Pro models, as the process requires replacing the entire top case assembly.

Until now, Apple had not publicly acknowledged the keyboard issues, and only offered cleaning instructions to affected customers.

More Details on Apple.com: Keyboard Service Program for MacBook and MacBook Pro

Related Forums: MacBook Pro, MacBook

Top Rated Comments

unobtainium Avatar
44 months ago
So is it an update to the butterfly mechanism, or are they just using the same defective 2017 parts in the replacements?
Score: 8 Votes (Like | Disagree)
Royksöpp Avatar
44 months ago
It's a lemon replacing a lemon. I don't understand why anyone would be excited about getting your faulty keyboard replace with the exact same thing. If it failed once it will surely fail again. It has noting to do with the user because this issue is widespread.
Score: 8 Votes (Like | Disagree)
isaac_appleweed Avatar
44 months ago
Thnks pple!
Score: 7 Votes (Like | Disagree)
A7ibaba Avatar
44 months ago
So is it an update to the butterfly mechanism, or are they just using the same defective 2017 parts in the replacements?
There is no "updated keyboard". You will get a new whole bottom case depending on your macbook model with the same keyboard but functional one.
Score: 3 Votes (Like | Disagree)
dannyyankou Avatar
44 months ago
This is why I haven’t upgraded my 2012 MacBook yet, it seems every model since then has its’ own issue.
Score: 3 Votes (Like | Disagree)
Bananas Ananas Avatar
44 months ago
Thinking about the current MBP for school. I won’t be doing a lot of heavy lifting so a base MBP will work. With this keyboard issue, I am wondering if I should get it now or wait for the newer models to come out?
Do yourself a favor and wait.
Score: 2 Votes (Like | Disagree)

Related Stories

General Apps Messages

Android iMessage Competitor Puts Pressure on Apple

Friday July 30, 2021 3:15 am PDT by
Google and the three major U.S. carriers, including Verizon, AT&T, and T-Mobile, will all support a new communications protocol on Android smartphones starting in 2022, a move that puts pressure on Apple to adopt a new cross-platform messaging standard and may present a challenge to iMessage. Verizon recently announced that it is planning to adopt Messages by Google as its default messaging...
iphone 13 teal with text

Apple Begins Preparation for iPhone 13 Production Ahead of Fall Launch

Monday June 28, 2021 3:29 am PDT by
We're just a few months away from when Apple is expected to reveal the 2021 iPhone, dubbed the "iPhone 13." In preparation for its launch, it has been pulling in shipments of different components needed to produce the new iPhones, according to a report from DigiTimes. In years past, Apple released its latest iPhone lineup, alongside a new Apple Watch, during a September event at Apple Park....
studio buds family

Beats Studio Buds Debuting Today With Active Noise Cancellation, Stemless Design, and More for $150

Monday June 14, 2021 8:00 am PDT by
We've seen a lot of teasers about the Beats Studio Buds over the past month since they first showed up in Apple's beta software updates, and today they're finally official. The Beats Studio Buds are available to order today in red, white, and black ahead of a June 24 ship date, and they're priced at $149.99. The Studio Buds are the first Beats-branded earbuds to truly compete with AirPods...
bluetti eb70 main

MacRumors Giveaway: Win a Bluetti EB70 Portable Power Station and 200W Solar Panel

Friday September 3, 2021 11:13 am PDT by
For this week's giveaway, we've teamed up with MAXOAK to offer MacRumors readers a chance to win a Bluetti portable power station and an accompanying solar panel. Bluetti makes a range of portable power station options that are useful for camping, emergencies, power outages, off-grid living, and similar situations. The Bluetti EB70 is a solid middle of the road option that offers 716Wh and...
apple privacy

Apple Publishes FAQ to Address Concerns About CSAM Detection and Messages Scanning

Monday August 9, 2021 1:50 am PDT by
Apple has published a FAQ titled "Expanded Protections for Children" which aims to allay users' privacy concerns about the new CSAM detection in iCloud Photos and communication safety for Messages features that the company announced last week. "Since we announced these features, many stakeholders including privacy organizations and child safety organizations have expressed their support of...
macos catalina legacy system extension alert

Apple Begins Warning Users That 'Legacy System Extensions' Won't Work With a Future Version of macOS

Wednesday March 25, 2020 9:53 am PDT by
Apple has shared a new support document that indicates kernel extensions — which it calls "legacy system extensions" — will not be compatible with a future version of macOS because they "aren't as secure or reliable as modern alternatives."System extensions are a category of software that works in the background to extend the functionality of your Mac. Some apps install kernel extensions, which...
General Spotify Feature

Spotify Pauses Plans to Add AirPlay 2 Support to iOS App [Update: Spotify Clarifies]

Friday August 6, 2021 9:07 am PDT by
See update at bottom of article Spotify this week confirmed that its plans to add AirPlay 2 support to its iOS app have been placed on indefinite hiatus. In an online discussion forum post, a Spotify representative said the streaming music service had been working on supporting AirPlay 2, but the company has paused the efforts "for now" due to "audio driver compatibility issues." The...
youtube apple tv

YouTube Discontinuing 3rd-Generation Apple TV App, AirPlay Still Available

Wednesday February 3, 2021 3:09 pm PST by
YouTube is planning to stop supporting its YouTube app on the third-generation Apple TV models, where YouTube has long been available as a channel option. A 9to5Mac reader received a message about the upcoming app discontinuation, which is set to take place in March.Starting early March, the YouTube app will no longer be available on Apple TV (3rd generation). You can still watch YouTube on...
os x mountain lion macs 16x9 2

Apple Makes OS X Lion and Mountain Lion Free to Download

Wednesday June 30, 2021 12:19 pm PDT by
Apple recently dropped the $19.99 fee for OS X Lion and Mountain Lion, making the older Mac updates free to download, reports Macworld. Apple has kept OS X 10.7 Lion and OS X 10.8 Mountain Lion available for customers who have machines limited to the older software, but until recently, Apple was charging $19.99 to get download codes for the updates. As of last week, these updates no...
Pixel Stand 23W 668x445

Google Pixel 6 Rumored to Support 23W Wireless Charging, Beating iPhone 12's MagSafe

Wednesday September 1, 2021 1:54 am PDT by
Google is rumored to be working on a new wireless charging stand that could deliver 23W of charging power to its upcoming Pixel 6 and Pixel 6 Pro phones, according to a leaked inventory image published by Android Police. Image via Android Police. If true, that would beat the iPhone 12's maximum 15W wireless charging speed (or 12W on ‌iPhone 12 mini‌) using Apple's MagSafe charger, and...