Apple users are about to lose something they've had for 28 years

14 Nov 2026, 13:07 · The Fresno Bee

You buy an iPhone for $1,000. Something goes awry. There is no solution in Apple’s troubleshooting handbook.

For nearly three decades, there was another place to look.

Other Apple customers.

That option is about to disappear.

Apple (AAPL) is permanently closing its Support Community on Nov. 20, ending a 28-year-old resource where iPhone, Mac and iPad owners could exchange advice, troubleshoot problems, and share solutions.

No one can contribute questions or answers right now, but existing conversations may still be read.

Apple’s official announcement confirms the shutdown and directs customers to its main support website.

It’s an odd time.

With its newest iPhone range, a new CEO, and a record-breaking services division, Apple is getting ready for the Christmas shopping season.

However, it is getting rid of a resource that users contributed to for free.

That might mean losing access to guidance that isn’t always accessible via official channels for anybody who has looked online for a remedy to a persistent iPhone issue.

It poses an additional query for shareholders.

Why would a business that earns billions from devoted clients take away something that kept them happy?

Apple’s 28-year-old resource is disappearing

Since the business launched the Apple Tech Exchange in 1998, Apple has maintained community forums.

That was before the first iPhone, Apple Watch, and App Store.

Customers have used the forums throughout the years to resolve issues ranging from hardware malfunctions to software bugs.

The individuals responding to the questions were what set them apart from Apple.

A knowledgeable Mac user may explain a solution that wasn’t in Apple’s instructions. When a user encounters an unknown mistake, they may find that dozens of other people have also experienced it.

Sometimes it was helpful to just know that you weren’t the only one struggling.

Macworld, which reported the closure Wednesday, highlighted discussions about alleged screen problems with Apple’s new iPhone Duo.

There is no evidence of a widespread flaw in the reports. However, they demonstrate why consumers could appreciate discussions that are not authored or managed by the company.

Technical assistance is not being abandoned by Apple.

Consumers may still use the Apple Support app, visit Apple Stores, schedule repairs, and get in touch with experts.

Apple’s support website explains the available options.

What happens to years of accumulating wisdom is the unsolved problem.

Apple hasn’t said whether the historical discussions will remain accessible after Nov. 20.

That ambiguity concerns consumers who depend on outdated troubleshooting forums.

Mario Tama / Getty Images

Apple’s $31.6 billion business makes the decision unusual

Apple is hardly struggling to make money from its customers.

The technology giant reported $114.5 billion in revenue for its fiscal fourth quarter, up 12% from a year earlier.

Sales of iPhones increased by almost 17% to $57.6 billion.

However, another person sticks out.

Apple’s Services division increased its quarterly sales from $28.8 billion to a record $31.6 billion.

More Apple:

Apple’s Nov. 2 earnings report confirmed those results.

It’s a really lucrative company.

Apple’s financial statements show a 76% gross margin for services and 37% for hardware.

The difference is important because Apple continues to generate revenue long after an iPhone is purchased.

Apple Music, Apple TV, iCloud storage, and other services may be paid for by customers.

Opportunities to produce recurring income are created by the company’s massive installed base.

However, that company is made viable by client happiness.

A satisfied user of an iPhone could be more likely to purchase another Apple product.

Someone who has trouble getting assistance can have a different perspective.

Apple has not indicated that the shutdown is intended to boost AppleCare subscriptions or use artificial intelligence to take the role of community conversations.

However, the corporation may have more influence over the advice that clients get if more individuals are directed to official assistance.

It’s debatable whether that enhances the experience.

Apple’s new CEO faces an unexpected loyalty test

The shift occurs early in John Ternus’s time as CEO of Apple.

Ternus succeeded Tim Cook on Sept. 1 after previously leading hardware engineering.

The change was verified by Apple’s leadership statement.

Apple hasn’t connected the forum shutdown directly to Ternus.

The company told MacRumors that it made the decision after evaluating its strategy and customer needs.

Beyond that, it provided very little explanation.

There may be advantages to depending more on official assistance. Apple is able to refer users to approved repair choices and provide consistent troubleshooting advice.

However, there is a big trade-off.

The experiences of thousands of customers dealing with various issues are not always adequately captured in a support article prepared by the firm.

These conversations won’t necessarily vanish from the internet. They may just relocate to independent communities like Reddit and MacRumors.

As a result, Apple would have less control over the discussions.

Closing a support forum is unlikely to have a significant impact on Apple’s profitability on its own, according to investors.

The connection that keeps consumers using Apple’s goods and services is more vulnerable.

Owners of Macs and iPhones have a useful action to perform right now.

While the conversation is still available, anybody depending on a helpful Apple Support Community post should save the instructions by November 20.

The official Apple support options will continue to be accessible.

However, after 28 years, consumers are losing something that such services may not be able to replace: the ability to use Apple’s own website to ask other Apple users for assistance.

The Arena Media Brands, LLC THESTREET is a registered trademark of TheStreet, Inc.

This story was originally published November 14, 2026 at 5:07 AM.