iPad Air (A1566) cannot be 'setup' after "Erase all content & setting" due to a random email address appearing

Hello,


I own an iPad Air (A1566) 2015 version. I bought it online as a used item in 2019 - it has worked well ever since - However I no longer need it and prior to selling it completed an "Erase all content and setting" the iPad was then sold.


The new owner was unable to 'set up' the iPad due to a random email address appearing during the set up process The screen stated "iPad locked to Owner" - an "Activation Lock prevents anyone who is not the owner from using this iPad" Half way down this screen is an incomplete email address, the screen asks for a password to an email address that neither myself nor the new owner has seen or ever used before. The new owner returned the iPad to me and was fully refunded. I am now attempting to solve this issue so the iPad can be used again, currently it is not usable.


I spoke to "Apple Care' who advised the original owner of the iPad (ie the person I bought it from it 2019) would need to provide evidence of 'proof of purchase' and then Apple Care can help with reversing the "activation lock" - sounded like a plan - however the original owner is not contactable and therefore the original proof of purchase is not available. Due to this impasse "apple care' are unable to help. Any advice would be appreciated as I currently have an iPad this is unusable / unsellable. Does anyone know of a similar situation, solution, etc? Thx Keith

Posted on Feb 24, 2024 8:37 PM

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Question marked as Top-ranking reply

Posted on Feb 25, 2024 5:26 AM

Are you certain that the iPad is not Activation locked by your own AppleID? Simply using Erase All Content & Settings will not release the Activation Lock. The Activation Lock must be released before erasing the iPad:

Settings > [Your Name / AppleID] > Find My > Find My > Find My iPad > Find My iPad - set to OFF


After Find My iPad has been disabled, you can then erase the iPad.


Assuming that the iPad is still associated with your own AppleID - and you have not since manually deleted the iPad from your AppleID account - you may be able to resolve the problem:

What to do before you sell, give away, or trade in your iPhone or iPad - Apple Support


Follow the section entitled "If you no longer have your iPhone or iPad".


If the iPad was using your own AppleID prior to being erased - and you manually deleted the device from your AppleID account - the only way to resolve the issue is to recover the iPad from whoever purchased the iPad from you. When the iPad is back in your possession, sign-in using your own AppleID; this will re-associate the iPad with your AppleID account - after which you can properly prepare the iPad for disposal and reuse by its new owner.



Otherwise, if the iPad disabled or Activation Locked by an AppleID that does not belong to you, unless you can independently obtain assistance from the previous owner, the iPad is (and will remain) useless.



Activation Lock


For information, here are the Apple support pages that outline the Activation Lock - and the only mechanisms by which it can be satisfied:

Activation Lock for iPhone, iPad, and iPod touch - Apple Support

Turn off Activation Lock – Apple Support


As you will discover, unless you are the owner of the AppleID that was last used to activate the device, you’ll not be able to defeat or bypass the Activation Lock. With documentary evidence that you are the original owner (such as the original sales receipt showing the serial number), Apple may be prepared to assist - otherwise they and nobody here will be able to help you.



Here is what Apple suggests when purchasing a previously used device:


Check for Activation Lock before you buy a device from someone else


Before you buy an iPhone, iPad, or iPod touch, from someone other than Apple or an authorized Apple reseller, make sure that the device is erased and no longer linked to the previous owner’s account. Follow these steps to check if the device is ready to use: 

  1. Turn on and unlock the device. 
  2. If the passcode lock screen or the Home screen appears, the device hasn't been erased. Ask the seller to completely erase the device by going to Settings > General > Reset > Erase All Content and Settings. Don't take ownership of any used iPhone, iPad, or iPod touch until it's been erased.
  3. Begin the device setup process.
  4. If you're asked for the previous owner’s Apple ID and password, the device is still linked to their account. Hand the device back to the seller and ask them to enter their password. If the previous owner isn't present, contact them as soon as possible and ask them to use a browser to remove the device from their account. Don't take ownership of any used iPhone, iPad, or iPod touch until it has been removed from the previous owner’s account.

You will know that a device is ready for you to use when you're asked to "Set up your iPhone," “Set up your iPad," or “Set up your iPod” the first time you turn it on.

Similar questions

1 reply
Question marked as Top-ranking reply

Feb 25, 2024 5:26 AM in response to KeithNorton

Are you certain that the iPad is not Activation locked by your own AppleID? Simply using Erase All Content & Settings will not release the Activation Lock. The Activation Lock must be released before erasing the iPad:

Settings > [Your Name / AppleID] > Find My > Find My > Find My iPad > Find My iPad - set to OFF


After Find My iPad has been disabled, you can then erase the iPad.


Assuming that the iPad is still associated with your own AppleID - and you have not since manually deleted the iPad from your AppleID account - you may be able to resolve the problem:

What to do before you sell, give away, or trade in your iPhone or iPad - Apple Support


Follow the section entitled "If you no longer have your iPhone or iPad".


If the iPad was using your own AppleID prior to being erased - and you manually deleted the device from your AppleID account - the only way to resolve the issue is to recover the iPad from whoever purchased the iPad from you. When the iPad is back in your possession, sign-in using your own AppleID; this will re-associate the iPad with your AppleID account - after which you can properly prepare the iPad for disposal and reuse by its new owner.



Otherwise, if the iPad disabled or Activation Locked by an AppleID that does not belong to you, unless you can independently obtain assistance from the previous owner, the iPad is (and will remain) useless.



Activation Lock


For information, here are the Apple support pages that outline the Activation Lock - and the only mechanisms by which it can be satisfied:

Activation Lock for iPhone, iPad, and iPod touch - Apple Support

Turn off Activation Lock – Apple Support


As you will discover, unless you are the owner of the AppleID that was last used to activate the device, you’ll not be able to defeat or bypass the Activation Lock. With documentary evidence that you are the original owner (such as the original sales receipt showing the serial number), Apple may be prepared to assist - otherwise they and nobody here will be able to help you.



Here is what Apple suggests when purchasing a previously used device:


Check for Activation Lock before you buy a device from someone else


Before you buy an iPhone, iPad, or iPod touch, from someone other than Apple or an authorized Apple reseller, make sure that the device is erased and no longer linked to the previous owner’s account. Follow these steps to check if the device is ready to use: 

  1. Turn on and unlock the device. 
  2. If the passcode lock screen or the Home screen appears, the device hasn't been erased. Ask the seller to completely erase the device by going to Settings > General > Reset > Erase All Content and Settings. Don't take ownership of any used iPhone, iPad, or iPod touch until it's been erased.
  3. Begin the device setup process.
  4. If you're asked for the previous owner’s Apple ID and password, the device is still linked to their account. Hand the device back to the seller and ask them to enter their password. If the previous owner isn't present, contact them as soon as possible and ask them to use a browser to remove the device from their account. Don't take ownership of any used iPhone, iPad, or iPod touch until it has been removed from the previous owner’s account.

You will know that a device is ready for you to use when you're asked to "Set up your iPhone," “Set up your iPad," or “Set up your iPod” the first time you turn it on.

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iPad Air (A1566) cannot be 'setup' after "Erase all content & setting" due to a random email address appearing

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