Need Help After Apple Declined Activation Lock Removal – iPhone 13 Pro

Hello everyone,


I need advice on what to do next.


My iPhone 13 Pro was locked by someone who gained access to my Apple ID and added their own account, enabling Activation Lock.

I submitted a request to Apple Support to remove the lock and attached a duplicate purchase receipt from the official store. Unfortunately, I received this response:



We are unable to complete your request to remove Activation Lock.

We won’t be able to review additional requests or documentation associated with this device.


Case ID: 10*******8


So Apple has refused to review any further documents.


I am the original owner and still have the retail box and a duplicate of the official purchase receipt (with IMEI/Serial).


What options do I have now?


Is there any way to escalate the case or provide additional proof (for example, a police report)?


I’m located in Kazakhstan, and the local Apple support number doesn’t work.

Any guidance or similar experiences would be greatly appreciated.


Thank you!



[Edited by Moderator]

iPhone 13 Pro

Posted on Sep 29, 2025 12:24 AM

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6 replies

Sep 29, 2025 2:34 AM in response to Salikh95

Your only two options for getting access are both gone.


The first was knowing the account information that set the lock.


The second was being able to prove to Apple you are the true owner of the device. This typically requires having the receipt for the sale of the device to its first owner. Once Apple refuses to unlock a device then unless you can come up with that proof, you have no other options. Possession of the box or a receipt from a third party seller is not adequate. Recycle the iPhone.

Sep 29, 2025 6:37 AM in response to Salikh95

Salikh95 wrote:

If the phone has been put into Lost Mode, does Apple Support refuse to unlock it under any circumstances, even if you are the rightful owner and provide all the required documents?

https://al-support.apple.com/#/al/agreement


Request additional support for unlocking your device

Important things to know before you continue

"Your device must not be in Lost Mode."


Appears to me to be a pretty definite statement.

Sep 29, 2025 4:10 AM in response to Salikh95

The scammer almost certainly would have put the phone into Lost Mode. I could be mistaken, but I think that the Activation Lock support request form says that the phone must not be in Lost Mode.


It sounds like you are learning a very expensive lesson in the need to keep your Apple Account secure (and to not log into other people's accounts, or allow them to log into their accounts, on your phone).

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Need Help After Apple Declined Activation Lock Removal – iPhone 13 Pro

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