How can we unlock an activation-locked iPhone when we no longer have access to the registered phone number or iCloud email?

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How can we unlock an activation-locked iPhone when we no longer have access to the registered phone number or iCloud email?

Hello,

I am reaching out because my sister's phone is activation locked. The phone was registered by her ex-boyfriend when it was purchased, and unfortunately, we cannot remember the iCloud credentials. My sister does not wish to contact her ex-boyfriend, so I reached out to him instead.

I obtained the correct email address and confirmed it through iforgot.apple.com. The site asked for the associated phone number, showing only the last two digits, which I recognized as my sister’s previous number. However, she changed her number a couple of weeks ago. I entered the previous number, and it prompted for an SMS verification. As we no longer have access to that phone number, this option is not feasible.

There was an option to receive a code via the Apple ID email, but since her phone is activation locked, she cannot access the iCloud mail. The only device that used her account is the one that is activation locked.

I have been unable to find a direct chat option with Apple Support and phone support is not available in Bulgaria. Could you please provide assistance or guide us on how to proceed with unlocking her phone?

Thank you for your understanding.

Posted on Jul 30, 2024 4:45 PM

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Answer 1

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Limnos

Level 10

427,103 points

Jul 30, 2024 7:19 PM in response to leo_anastasov

Apple can completely reset a device if a person can provide sufficient evidence of valid ownership. Check the requirements and steps at: Activation Lock support request - https://al-support.apple.com/#/additional-support Apple says, "Proof of ownership documentation is required," but does not detail what currently constitutes proof other than it “must include the product serial number, IMEI or MEID.” Apple may typically require the original receipt* issued by Apple or an Apple Authorized Reseller. If Apple resets the device this will give you access to the device but won't restore access to the account used to lock it. There is nothing that can be done to expedite an Activation Lock request.

*Apple recommends you "Keep your receipt after you buy an Apple device" --> Keep your receipt after you buy an Apple device - Apple Support

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How can we unlock an activation-locked iPhone when we no longer have access to the registered phone number or iCloud email?

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