Apple Event: May 7th at 7 am PT
Hi
My Dad got the iPhone 11 Pro today, restored from iCloud back up - an ex colleague had signed in two additional iCloud’s onto his old phone to enable him to have more music. Now he has no way of contacting this person and his new phone keeps prompting him to sign in to these other two accounts. How can we get them off his new phone?
Many Thanks
iPhone 11 Pro
He can try doing a factory reset and not restore from the backup. Depending on where the other person's ID is signed in, it could cause the phone to show an Activation Lock after the reset. If it does end up in an Activation Lock, he will need to contact Apple Support to get it unlocked.
If necessary, if he is the original owner, have him contact Apple. They can remove the Activation Lock if provided the required paperwork. Either take the device, the original purchase receipt with the serial number, and a photo ID to the nearest Apple Store (if it has reopened)
Genius Bar Reservation and Apple Support Options - Apple.
or contact Apple ID Support.
Apple ID - Official Apple Support.
Contact Apple for help with Apple ID account security - Apple Support. (Link doesn’t always load)
Get Support Work through the screens to get a chat option.
Apple Support schedule phone call
He can try doing a factory reset and not restore from the backup. Depending on where the other person's ID is signed in, it could cause the phone to show an Activation Lock after the reset. If it does end up in an Activation Lock, he will need to contact Apple Support to get it unlocked.
If necessary, if he is the original owner, have him contact Apple. They can remove the Activation Lock if provided the required paperwork. Either take the device, the original purchase receipt with the serial number, and a photo ID to the nearest Apple Store (if it has reopened)
Genius Bar Reservation and Apple Support Options - Apple.
or contact Apple ID Support.
Apple ID - Official Apple Support.
Contact Apple for help with Apple ID account security - Apple Support. (Link doesn’t always load)
Get Support Work through the screens to get a chat option.
Apple Support schedule phone call
He acquired his iPhone second hand from someone other than Apple or an authorized Apple reseller. He must not have known that before you acquires an iPhone, iPad, or iPod touch from someone other than one of these sellers, you need make sure that the device is erased and no longer linked to the previous owner’s account.
What this means to him is that there is no way we can help him. We are not authorized to remove the activation lock from any device. whether it now is present or will be present if erased and not signed out of iCloud first. And, under his circumstances, Apple will not help him since he cannot provide proof of ownership that Apple will consider to be sufficient (i.e., his purchase receipt for the phone with its serial number on it).
All I can suggest is that he try to recovery the needed password from is ex colleague. Recovering this password or answering the related security questions satisfactorily is the only way the phone can be made functional for his use.
The phone is brand new. It’s his old phone that was using the music from someone else’s iPhone. His iCloud is signed in as him but it won’t stop asking for the password for the other two accounts. I have a support call at 9am so fingers crossed we can get some help directly 😁
Good luck. Let us know what happens. Be safe.
Music (or apps) purchased or downloaded with someone else’s Apple ID is not his to keep. To avoid the constant pw requests, it has to be deleted.
Multiple Apple ID
