Apple enrollment issues and what to expect

Overview
The vast majority of Apple Business Manager (ABM) / Device Enrollment Program (DEP) enrollments processed through Firstbase are successful, however there are a few known situations that can occasionally affect enrollment. This article explains what those are and how Firstbase supports you in resolving them.

Known Issues

• Incorrect or Missing ABM Reseller ID
  If the customer’s ABM account does not have all required Firstbase and Firstbase Local vendor partners added as approved resellers using the correct reseller IDs, Apple may not assign devices to your ABM account.
• Apple or Vendor DEP Server Issues
  Occasionally, Apple or its authorized distributors experience technical issues that can delay the assignment of devices to ABM. These issues are external and beyond Firstbase’s control.
• Human Error
  Mistakes can happen rarely, whether at the Firstbase team level or at a local reseller or distributor. When errors occur, our team works quickly to identify and correct them to minimize delays.
  
   

Proactive vs Reactive Issue Resolution

Some enrollment issues can be caught proactively by Firstbase. In these cases, we often resolve the problem before it affects customers or before customers even notice.

However, there are situations where issues cannot be detected until a customer notifies us. In these cases, we work to correct the problem as quickly as possible once we are made aware.

What You Can Expect from Firstbase

• Firstbase monitors orders for assignment errors and will notify you if any issues are detected.
   
• We assist with troubleshooting controllable issues, such as reseller ID or order errors.
   
• If external delays occur with Apple or distributors, we provide updates and expected timelines.
   
• Our goal is to minimize disruption and ensure your devices appear correctly in ABM.
   

DEP Fix After Enrollment 

If a device was received and turned on before being properly enrolled, it will need a factory reset after the enrollment issue is resolved. This ensures the device can be correctly enrolled in ABM. You can follow Apple’s guide for factory resetting a device here.

Need Help?

If you notice a device is missing from your ABM account or are experiencing an enrollment issue, please contact support@firstbase.com and copy your Customer Success Manager (CSM) if applicable. Our team is here to resolve issues as efficiently as possible.