How do I submit record of a purchase to allow me to reset the password for my iPhone?

My girlfriend’s IPhone was bought from a second had iPhone retailer. It got damaged and was sent back for repairs, they needed us to turn of the location which I did. After that we got another email about the location still being on, so I went back to double check. I could log in because it was activation locked and she doesn’t remember her iCloud email or password, we called to apple and we were told to show proof of purchase which we do have. I do not know where to submit it though. Hoping someone can help.

Posted on Nov 22, 2023 9:14 AM

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Nov 22, 2023 4:23 PM in response to llCzechll

I just learned this myself having spent a couple hours on chat support explaining how I ended up with a device that has Activation Lock on it. Go to the following link which creates a support ticket specifically for requesting Activation Lock to be removed from an iCloud account. I've spent 8 now going on 9 solid near 18 hour days on this.

There is only 2 ways that lock is coming off and either way you are losing ALL of your data ever stored under that ID. OH....and that's only if you happen to have saved a receipt from X number of years ago and it had uniqiue identifying data including your name. I can't think of any receipts like that I have ever seen.

Here is the link :https://al-support.apple.com/#/additional-support

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How do I submit record of a purchase to allow me to reset the password for my iPhone?