Reopen a support case - Proof of purchase

Question

Level 1

8 points

Reopen a support case - Proof of purchase

Hi,

Is there a way to contact Apple's support asking to reopen a document submission form, to submit additional proofs of purchase?

I've managed to lock myself out of my Apple ID, and a recovery telephone number linked to it.

I've reached Apple's support who asked to submit proof of purchase for devices registered with the Apple ID. After successfully unlocking my iPhone by submitting proof of purchase, Apple declined to unlock iPad and closed the case stating "they will not be able to review or accept any additional documentation associated with this device". They declined to provide any reason for their decision.

Am I right to assume I have some rights over devices I purchased in Apple store, and Apple cannot just decline to examine proof of purchase and leave my device dead?

Thank you,

Ivan

iPad (5th gen) Wi-Fi

Posted on Aug 3, 2019 11:28 AM

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Answer 1

Eric Root

Level 10

685,185 points

Aug 3, 2019 11:32 AM in response to izovko

If you are the original owner, try taking the device, the original purchase receipt with the serial number, and a photo ID to the nearest Apple Store.

Genius Bar Reservation US

or contact Apple ID Support. They will need to see the original purchase receipt/paperwork. I wouldn't mention you had contacted them before.

Apple ID Support

Apple ID Support (2)

Apple Support by e-mail or chat Select your device, Battery, Power and Charging, then Power adapter not working to get a chat option.

Apple Support using Twitter

Or fill out and submit this form.

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Answer 2

LACAllen

Level 8

43,584 points

Aug 3, 2019 11:44 AM in response to izovko

Am I right to assume I have some rights over devices I purchased in Apple store, and Apple cannot just decline to examine proof of purchase and leave my device dead?

Your issue is that Apple does not agree you have proven you are the original purchaser.

They most certainly can decline to unlock the device for you.

Is there a reason you have not submitted for account recovery? This will recover your Apple ID and allow you to remove the activation lock yourself.

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Answer 3

izovko Author

Level 1

8 points

Aug 3, 2019 12:21 PM in response to LACAllen

Hey LACAllen, thanks for a reply. Regarding account recovery, I’ve reached Apple support by phone and this was the only option they offered to me.

I understand Apple can refuse to accept my proof of purchase if they feel it’s not genuine or something similar. However, after declining it (for a reason unknown to me) they closed the case. I went to a store where the iPad was purchased (official Apple reseller) who was happy to reissue purchase receipt and a letter stating my ownership. The issue is I cannot submit those documents as the case is closed and Apple declined to reopen it.

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Answer 4

LACAllen

Level 8

43,584 points

Aug 3, 2019 12:24 PM in response to izovko

That Apple did not offer this other option is not something I can speak to obviously. They should have.

There are 2 ways to resolve your issue.

One is the request to remove the lock, which Apple has declined to do.

The other is to recover your Apple ID. This can take longer than the lock removal request, but should resolve the issue.

Eric Root provided the link for you to set this in motion.

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Answer 5

izovko Author

Level 1

8 points

Aug 3, 2019 1:02 PM in response to Eric Root

I’m afraid the account is linked to an unknown phone number. I get an error (saying the phone number is incorrect) when I input the only phone number I had that ends with two digits provided on screen.

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Answer 6

Eric Root

Level 10

685,185 points

Aug 3, 2019 12:16 PM in response to izovko

Apple ID - Recover your Apple ID with two-factor authentication account recovery

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Answer 7

Eric Root

Level 10

685,185 points

Aug 3, 2019 1:08 PM in response to izovko

Try Apple ID Support using the links above to see if they can help with the phone number problem.

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Answer 8

izovko Author

Level 1

8 points

Aug 8, 2019 3:17 PM in response to Eric Root

I went to an Apple store, showed them the purchase receipt and they unlocked the device in 3 min. Thanks Eric for the suggestion, I honestly wouldn’t think of that. 💪

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Answer 9

Eric Root

Level 10

685,185 points

Aug 8, 2019 3:26 PM in response to izovko

You are welcome. I'm glad it worked out.

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Reopen a support case - Proof of purchase

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