HT201232: Contact Apple for support and service

Learn about Contact Apple for support and service
Svetlana307
Level 1 (13 points)
iPad

Q: My IPad is locked and in Lost Mode.

have a message email to: passhelp03@gmail.***, then asked for money and my CC

 

<Email Edited by Host>

Posted on Jul 11, 2016 1:16 PM

by Svetlana307,Apple recommended
Svetlana307 Svetlana307
Level 1 (13 points)
iPad
A:

Finally Solved my problem with these steps:

If you can‘t update or restore your iPhone, iPad, or iPod touch

You can put your iOS device in recovery mode and then restore it with iTunes.

In these situations, you might need to use recovery mode to restore your device:

  • iTunes doesn't recognize your device or says it's in recovery mode.
  • You see the Apple logo on your screen for several minutes with no progress bar.
  • You see the Connect to iTunes screen.

Learn what to do if you see the progress bar on your screen for several minutes.

Put your device in recovery mode and set it up again

  1. Connect your device to your computer and open iTunes. If you don't have a computer, borrow one from a friend or go to an Apple Retail Store or Apple Authorized Service Provider for help.
  2. While your device is connected, force restart it: Press and hold both the Sleep/Wake and Home button for at least 10 seconds, and don't release when you see the Apple logo. Keep holding until you see the recovery mode screen.
  3. When you see the option to Restore or Update, choose Update. iTunes will try to reinstall iOS without erasing your data. Wait while iTunes downloads the software for your device.
    If the download takes more than 15 minutes and your device exits recovery mode, you'll need to repeat these steps and choose Restore instead of Update when you get back to this step.
  4. After the Update or Restore completes, set up your device. If you previously backed up your device with iTunes or iCloud and had to restore your device in step 3, you might be able to restore

Posted on Jul 12, 2016 8:56 AM

Close
Svetlana307

Q: My IPad is locked and in Lost Mode.

  • All replies
  • Helpful answers

Page 1 Next

  • by Michael Black,

    Michael Black Michael Black Jul 11, 2016 10:48 AM in response to Svetlana307
    Level 7 (24,025 points)
    Jul 11, 2016 10:48 AM in response to Svetlana307

    Apple does not track lost or stolen devices and will NOT contact you about yours.  Nor will any other legitimate source.  It is a phishing scam or some crook holding your device for ransom.  Do not reply, just delete it.

  • by Svetlana307,

    Svetlana307 Svetlana307 Jul 11, 2016 10:54 AM in response to Svetlana307
    Level 1 (13 points)
    iPad
    Jul 11, 2016 10:54 AM in response to Svetlana307

    My IPad is not lost! I have it. It in a lost mode. Locked by hackers

  • by Michael Black,

    Michael Black Michael Black Jul 11, 2016 10:57 AM in response to Svetlana307
    Level 7 (24,025 points)
    Jul 11, 2016 10:57 AM in response to Svetlana307

    If someone has been able to remotely put it into lost mode, then they have your iCloud account ID and password.  That is the only way they could have done that.  Try to login to https://appleid.apple.com/ and reset your AppleID password immediately.  If you cannot, then call Apple and tell them your AppleID and iCloud account have been compromised.

     

    DO NOT give the scammers any information - do not reply to them at all.

  • by gail from maine,

    gail from maine gail from maine Jul 11, 2016 10:59 AM in response to Svetlana307
    Level 7 (25,664 points)
    iCloud
    Jul 11, 2016 10:59 AM in response to Svetlana307

    What makes you think that your device is locked? Is the message you got an SMS or iMessage, or is it a message on an actual lock screen?

     

    Are you the original owner of the device? Did you respond to an email and provide your Apple/iCloud ID and Password? Have you tried going to iCloud.com on a computer and clicking on Find My iPhone to see if the device is listed there?

     

    If you see the device listed in iCloud, see if the Erase option is available. If it is, click on Erase to erase the device.

     

    Please post back with info requested above.

     

    GB

  • by tristanfromhouston,

    tristanfromhouston tristanfromhouston Jul 11, 2016 11:26 AM in response to Svetlana307
    Level 1 (12 points)
    Mac OS X
    Jul 11, 2016 11:26 AM in response to Svetlana307

    Try to go to Find my iPhone and turn off lost mode, anyways if does not work try to look at your mail to see it's still locked

  • by tristanfromhouston,

    tristanfromhouston tristanfromhouston Jul 11, 2016 11:27 AM in response to tristanfromhouston
    Level 1 (12 points)
    Mac OS X
    Jul 11, 2016 11:27 AM in response to tristanfromhouston

    P.S You said hackers did it, so reset your password for advice

  • by gail from maine,

    gail from maine gail from maine Jul 11, 2016 11:30 AM in response to tristanfromhouston
    Level 7 (25,664 points)
    iCloud
    Jul 11, 2016 11:30 AM in response to tristanfromhouston

    You cannot turn off Lost mode one it has been executed on the device. You can only turn it off by putting in the Lost Mode password directly on the device that is in Lost Mode. And not sure what email has to do with this? The OP has the device in their hands. Why would they need email to see the status of the device?

     

    GB

  • by Svetlana307,

    Svetlana307 Svetlana307 Jul 11, 2016 12:18 PM in response to gail from maine
    Level 1 (13 points)
    iPad
    Jul 11, 2016 12:18 PM in response to gail from maine

    Where I can get lost mode code?

  • by Svetlana307,

    Svetlana307 Svetlana307 Jul 11, 2016 12:19 PM in response to tristanfromhouston
    Level 1 (13 points)
    iPad
    Jul 11, 2016 12:19 PM in response to tristanfromhouston

    I don't have passcode. When I connect IPad to my computer thru Itunes, I can't see my IPad

  • by Svetlana307,

    Svetlana307 Svetlana307 Jul 11, 2016 12:21 PM in response to gail from maine
    Level 1 (13 points)
    iPad
    Jul 11, 2016 12:21 PM in response to gail from maine

    I did erase my IPad from IClouds, now what?

  • by gail from maine,

    gail from maine gail from maine Jul 11, 2016 1:10 PM in response to Svetlana307
    Level 7 (25,664 points)
    iCloud
    Jul 11, 2016 1:10 PM in response to Svetlana307

    So, you went to iCloud.com and you saw the Erase option available under Find My iPhone for the iPad?

     

    If so, then it should erase your iPad, unless it is not connected to Wifi.

     

    Can you provide a little more info? And again, what causes you to think that your iPad is Locked to begin with? What, exactly, are you seeing, and where are you seeing it?

     

    Cheers,

     

    GB

  • by Svetlana307,

    Svetlana307 Svetlana307 Jul 11, 2016 1:16 PM in response to gail from maine
    Level 1 (13 points)
    iPad
    Jul 11, 2016 1:16 PM in response to gail from maine

    Turn on and I see :

    Lost iPad, then in english letters in Russian language words: to get pass code send email to ******

    I was stupid enough to sent email and I get replay to send money somewhere from me Credit Card.

     

    <Email Edited by Host>

  • by gail from maine,

    gail from maine gail from maine Jul 11, 2016 5:38 PM in response to Svetlana307
    Level 7 (25,664 points)
    iCloud
    Jul 11, 2016 5:38 PM in response to Svetlana307

    Well, since you have changed your passcode, then you should be OK. But is the device connected to Wifi? If it is, the erase command you sent from iCloud.com should erase it.

     

    You can also try a reset: Hold down the Home and Power buttons at the same time and continue to hold them down until the Apple appears (up to 30 seconds). That should be followed, once the reset is complete, by the Slide to Unlock screen. If you see the Slide to Unlock screen, then slide it to see if you can get into your device.

     

    I would highly recommend that you change your email address as well. If you can get a new email address, and your existing Apple ID email address is not an @me, @mac, or @iCloud.com address, then go to Apple - My Apple ID, and sign in with your current Apple ID email address, then click on the EDIT button next to the Apple ID, and change it to the new email address. BE SURE TO SIGN OUT OF ICLOUD, ITUNES, FACETIME, MESSAGES, ON ALL OF YOUR DEVICES AND COMPUTERS BEFORE CHANGING THE EMAIL ADDRESS ON YOUR APPLE ACCOUNT.

     

    If it is an @me, @mac, or @iCloud email address, then you should contact Apple Support immediately to see if they can help to rectify this situation.

     

    Once you have changed the email address, you can set up the new email account as well under Settings>Mail. I would suggest you might want to abandon the old one.

     

    Best of luck,

     

    GB

  • by Svetlana307,

    Svetlana307 Svetlana307 Jul 11, 2016 6:26 PM in response to gail from maine
    Level 1 (13 points)
    iPad
    Jul 11, 2016 6:26 PM in response to gail from maine

    I did change email address, but how I able to "you can set up the new email account as well under Settings>Mail" ?

Page 1 Next