HomePod Support

Being an Apple Authorised Service Provider iStore is the best place to get support for your HomePod in New Zealand. iStore uses Apple provided tools to ensure that your device is diagnosed correctly.

Getting your HomePod Fixed

Unfortunately iStore is unable to service HomePod because it is not sold in New Zealand.

If you are experiencing issues with your HomePod bring the unit into iStore so we can attempt to troubleshoot your issues. If we can confirm a hardware issue you have the following options;

  • If your HomePod was parallel imported by a local reseller you will need to return to the place of purchase and discuss service options with them.
  • If you purchased HomePod from Apple or an Authorised Reseller overseas you can contact AppleCare to see your service options.

Resetting your HomePod

If HomePod isn't responding, first try to restart it with the Home app. If HomePod still doesn't respond, reset it.

To reset your HomePod when software is not responding do the following;

  1. Unplug HomePod, wait 5 seconds, then plug it back in.
  2. Wait 5 seconds, then touch your finger to the top of HomePod and hold it there.
  3. The white spinning light will turn red. Keep your finger down.
  4. Siri will say that your HomePod is about to reset.

Diagnostic Pricing

For all HomePod diagnostics – in or out of warranty – there is a $39 assessment fee that is payable if iStore confirms or rectifies any software issues.

If iStore confirms a hardware issue with your HomePod we will wipe any owing diagnostic fees and advise you on the next steps to take. This will likely involve contacting either your original retailer or Apple.

How long will it take?

We aim for a service turn around time of 1 - 3 working days for HomePod diagnostics, however this may vary depending on the current work load of the service department.1

Before you bring in your device

Attempt to reset HomePod

Before bringing your HomePod into iStore please try to reset the unit following the instructions above. If your HomePod is unable to connect to your WI-Fi network please try restarting your home router and attempt setting up the HomePod again.

You'll need your sales receipt

Providing your sales receipt will help iStore advise you the best way forward in the event of hardware issues being diagnosed.

More Support
Bellow are some of the other ways iStore can help you with your HomePod experience.

Updating HomePod

By default, HomePod automatically installs new software updates, but you can manually check for updates in the Home app on your iOS device or Mac.

To update HomePod via iPhone, iPad or iPod touch open the Home app and tap 'Home' in the upper-left corner. Then tap Software Update. If there's a new update, tap Install. This will install the update on all of your HomePod speakers you have set up in your home.

To update HomePod via macOS open the Home app. In the menu bar, choose Edit > Edit Home. Then select Software Update.

If you are having issues with updating your HomePod, bring the unit into iStore so we can assist you.

Create a HomePod stereo pair

When you set up a second HomePod in the same room as another HomePod, you'll see an option during setup to use both speakers as a stereo pair. You can also set up a stereo pair with two HomePod speakers in the Home app on your iPhone, iPad, iPod touch, or Mac.

Open the Home app, press and hold HomePod, then tap Settings. Tap Create Stereo Pair and choose a second HomePod to use as a stereo pair. Tap a HomePod on the right or left side to identify it. Tap to swap them to the correct left and right channel if necessary.

If your HomePod with iOS 13.2 is unresponsive

Do not reset HomePod or remove it from the Home app!
If your HomePod is experiencing any issues after installing the iOS 13.2 update, do not hold down the Touch surface to reset, reset in the Home app, or remove HomePod from the Home app. Update to iOS 13.2.1 or later. If your HomePod still has issues after this update, please contact Apple Support.

Insurance Assessments

If your device has suffered impact damage from an unfortunate mishap – or if your device has been lost or stolen – iStore can provide an insurance assessment and send the report directly to your insurance company. As the HomePod isn't sold in New Zealand you will have to discuss payout options with them.

An insurance assessment requires a valid claim number and contact email address. We also require an insurance assessment fee to be paid up front, in most cases this will be reimbursed by your insurance company

Send in your HomePod

If you cannot physically get to our store, you can mail in your HomePod to be assessed. Please print and complete both the Mail-In Service Form and the Terms of Service pages that can be downloaded via the link below. Please include them when sending your HomePod to us.

Please be aware that we are unable to facilitate hardware service on HomePod as it is not supported in New Zealand. iStore technicians can asses your HomePod and ensure your HomePod is functioning correctly. Please make sure you have followed any service instructions provided with the Mail-in documentation. If you are unsure of anything please contact iStore.

Have a question?

Contact the iStore service team via the options above