Activation lock

Tell them to check their web browser autofill entries and other records, or use Apple's iForgot service, or contact their Account Security team, or if they're the unit's original owner, click here and submit an unlock request. The acivation lock is an anti-theft measure; Apple won't unlock that iPhone for you.

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Because Apple has specific criteria for when they bypass the lock. The original owner may be able to get it done, but you can't.

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It's an anti-theft measure. Generally, only the unit's original owner will be able to get the lock bypassed.

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