Lost password - iPad locked

Question

Level 1

8 points

Lost password - iPad locked

I am trying to help my neighbour. Her husband died 3yrs ago and she only recently got round to clearing out his office. she found his iPad (about 10yrs old) but can't open it. We know the apple ID but not the password. We have no proof of purchase but on the phone to Apple support with the device serial number they could identify his name but would not reset the password. The main issue is that his email address (which is the apple ID) has been closed down.

We have the death certificate but Apple said that is not enough for them to reset the password because "find my iPad" has been activated. Can it really be true that when somebody dies Apple can block future use of one of their devices ? Anybody got ideas on what we can do ?

iPad mini, iOS 9

Posted on Oct 4, 2021 3:01 AM

Reply

Answer 1

Top-ranking reply

Limnos

Level 10

428,189 points

Oct 4, 2021 4:34 AM in response to Saturn99

What you are encountering is Activation Lock or related to it. This is a security feature, in part to deter re-selling of stolen devices. Click on the link to read more about 'Activation Lock for iPhone, iPad, and iPod touch' --> http://support.apple.com/HT201365

An activation lock can only be removed using information for the account that applied the lock. If you know this information follow the onscreen steps to enter the Apple ID and password used to set up the device, or enter the device passcode. Click on this link to learn 'How to remove Activation Lock' --> https://support.apple.com/HT201441

If the required information is not known, the official owner of the deceased person's things as can be proven by documentation needs to try one of these things:

Read this link to discover "How to request access to a deceased family member's Apple accounts" [and devices] - https://support.apple.com/HT208510

OR

- Apple can remove a lock if a person can provide sufficient evidence of valid ownership. Do this online here --> https://al-support.apple.com/#/additional-support Apple says, "Proof of ownership documentation is required," but does not state what constitutes proof. This might be similar to what is required in the previous section.

Reply

Answer 2

Saturn99 Author

Level 1

8 points

Oct 6, 2021 10:19 AM in response to Limnos

Probably not your fault but it turns out this advice is useless.

The first option is a non-starter as it requires getting a court order that will cost more than the iPad is worth.

The second option fails because they refuse to discuss it without proof of purchase which we do not have even though the serial number comes up on your screens showing the owner's name and address as the user from new until he died and I sent them the death certificate.

Reply

Answer 3

Saturn99 Author

Level 1

8 points

Oct 5, 2021 4:16 AM in response to Limnos

Thanks. A little annoying that customer services on the phone did not tell me this and it does look like a bit of hassle but hopefully it will work.

Reply

Lost password - iPad locked

Similar questions