my mother totally forgot what email she used for her iPhone. we tried to look up still doesn’t match the email that are use to link with the iPhone. we also contact apple last time, asked about a receipt. still make no difference.
iPhone 6 Plus
Did she buy the device second-hand (used)? If a used iOS device has been 'Activation locked' then only the previous owner can unlock it, either by providing the account ID and password, or by removing it from his list of devices (as he should have done before selling it).
If she is unable to contact him to do this then I'm afraid she will not be able to use the device - there is no other way of unlocking it at all. Apple cannot unlock it for her, nor find the previous owner for her, and neither can the websites that offer to unlock it for a fee: these are scams.
She should if possible return it to wherever you bought it and ask for a refund as in this event the device is completely useless.
If on the other hand she bought it new, and the ID it's asking for is hers but she's forgotten it, go to https://iforgot.apple.com to retrieve the ID and reset the password. See also If you forgot your Apple ID - Apple Support
Failing that, she should take the device, the original purchase documents, and some ID to an actual Apple Store (make an appointment) and ask if they can unlock it.
Did she buy the device second-hand (used)? If a used iOS device has been 'Activation locked' then only the previous owner can unlock it, either by providing the account ID and password, or by removing it from his list of devices (as he should have done before selling it).
If she is unable to contact him to do this then I'm afraid she will not be able to use the device - there is no other way of unlocking it at all. Apple cannot unlock it for her, nor find the previous owner for her, and neither can the websites that offer to unlock it for a fee: these are scams.
She should if possible return it to wherever you bought it and ask for a refund as in this event the device is completely useless.
If on the other hand she bought it new, and the ID it's asking for is hers but she's forgotten it, go to https://iforgot.apple.com to retrieve the ID and reset the password. See also If you forgot your Apple ID - Apple Support
Failing that, she should take the device, the original purchase documents, and some ID to an actual Apple Store (make an appointment) and ask if they can unlock it.
activation lock
