Level 1

110 points

This account is locked and can't be used (AppleID is not active)

(Before posting links please know that the general Apple Support webpage leads right back to this error message.)

Today I was helping an apple iphone & old ipad owner, who is unable to get any support for this issue. She gets the following messages:

Iphone Forgot Password Menu: "Cannot verify identity - this AppleID is not active"

Apple Support > Request to Unlock your Account webpage: "This account is locked and can't be used"

I was struck that there was no further options allowed. This is a new one for me.

Can anyone suggest how / why this might have happened? (If not a solution?)

(FYI the account / device owner said at one point they were talking to apple phone support, but then at some point, the rep cut them off abruptly and said there was nothing to be done in this case, as if they had seen something negative in the record. But I can't confirm this or that they were actually talking to apple.)

Posted on Jul 31, 2024 8:09 PM

Top-ranking reply

PeteLad

Level 1

20 points

Posted on Oct 12, 2024 8:22 AM

Managed to get this fixed - the only solution is abandoning the locked/disabled account and re-registering the device with new/different apple id.

This required resetting the device by making a request to have the activation lock removed with apple. The request required the original receipt including the device serial number. I initially asked apple for this but they were unable to provide it as the order was too old and it was archived. Thankfully I managed to find the receipt in my email. If you dont have a receipt I'd say you are stuck. I also had to raise the activation lock removal request twice as the first one was erronously rejected as they thought it was a business device (it wasnt).

All in all this has been a terrible customer experience for a legitimate customer. Locking these devices this way with no route to resolve other than clearing activation locks is terrible. They may be trying to lock security down but its gone too far and is short sighted in terms of legitimate customers when its so difficult to get access to device again. A lot of people will have bricked/lost access to devices they legitmately own through no fault of their own.

For me I suspect this was caused by creating a new apple id on an old device, on the latest version of ios available for that device which doesnt support the latest security required by apple - they ought to prevent these types of accounts being created in the first instance rather than allow it and subsequently lock/bricking the devices.

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72 replies

Hamzat29

Level 1

8 points

Sep 13, 2024 11:20 AM in response to dmlcreative766

Please my account was locked I have no access to my iCloud anymore please it’s not active just help me out my account is: m***gmai.com please I want it back 😭😪😢 I’m not just happy since yesterday all my body was shivering 🥶 please help me apple support

[Edited by Moderator]

Sep 17, 2024 11:14 AM in response to fernandopimenta

Hello Fernado,

I´m actually having exactly the same issue, but my problem is even worst because I already uploaded apps by using my "locked" account and they remain active in apple store, So I had to use another account, different apple ID, and for sure I can upload my apps from this new account, but I´m sure apple will not allow it because it will find that the logo, name, and shape already exists (the ones with my locked account), so this is so frustrating. Did you manage to solve your issue? please share, I will appreciate it.

hczzz

Level 1

14 points

Sep 23, 2024 1:58 AM in response to Doc Crumble

That's it. That's the last straw for me. I've been contemplating switching out of the Apple ecosystem seeing the lame development on iPhone and Mac upgrades vs. others. The only reason for me to hesitate is path dependence and convenience due to my decades of usage and commitment. Now Apple locks my old Apple ID and hence old iPad. Ok then, so you're cutting out my path dependence on Apple. You're eliminating the convenience I want to keep due to my commitment to your brand. Fine, I'm going with other brands for my next phone and laptop.

Oct 7, 2024 5:59 PM in response to Doc Crumble

I’m experiencing the same issue, my Apple account is locked.

In my case, I don't mind losing the account, but it’s logged into my Apple Vision Pro, and I have no idea how to remove the account from this device to add a new one.

PMSCLOUD

Level 1

32 points

Oct 22, 2024 10:14 PM in response to Doc Crumble

-> Apple locked my account

-> Asked me to request for account's review, denied and proceeded to lock my account

-> Tried changing password, not allowed

-> Apple account tied to iphone can't sign out, can't sign in either

Well done Apple!

Doc Crumble Author

Level 1

110 points

Aug 1, 2024 8:26 PM in response to Doc Crumble

I guess we’ll just have to wait for the increasing number of people that this has been happening to in recent months to cross whatever threshold Apple needs to justify moving on it

Aug 2, 2024 4:15 PM in response to Doc Crumble

Same thing

I can’t sign out of an apple id it keeps showing ’apple id is locked and cannot be used’. This is definitely bad and they need to do better. It’s my apple id and not yours

Doc Crumble Author

Level 1

110 points

Aug 5, 2024 11:20 AM in response to MrHoffman

FYI the issue is happening for me (the OP) regardless of which apple or windows device we use to try to access the account.

Aug 7, 2024 11:24 AM in response to Doc Crumble

I'm attempting to login to iTunesConnect to manage our apps, trying to use the Forgot Password link, and it says:

This account is locked and can't be used

How can I reset my password?

Aug 10, 2024 11:52 AM in response to Jscar1

Exactly what happend to me too

Aug 10, 2024 2:57 PM in response to Doc Crumble

Aug 13, 2024 3:48 AM in response to Doc Crumble

What’s the solution to this problem

Aug 13, 2024 3:50 AM in response to Mojo-01

How do we sign out from our phone ?

Zachyy

Level 6

13,954 points

Aug 18, 2024 10:28 AM in response to ayeni227

You can request access to your account.

Zachyy

Level 6

13,954 points

Aug 18, 2024 10:49 AM in response to jojisensei

If it needs an Apple fix, then Contact Apple for support and service - Apple Support, Apple will be able to resolve this issue at their level.

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This account is locked and can't be used (AppleID is not active)