iPhone 11 passcode issue after factory reset with old iPhone 5s

Question

Level 1

4 points

iPhone 11 passcode issue after factory reset with old iPhone 5s

Hi all.

This isn't a new thing: there seems to be more than 1000 other posts on this forum alone about this very same issue.

Since I have already spent (wasted really) several hours with this problem I am no longer inclined to go through all these posts...

Why in the world I still can't get into the iPhone 11 after several hours of useless attempts from Apple support on line, is not just a mystery to me, it's also incredibly infuriating.

Situation:

bought a used iPhone 11 which has been factory reset.
I have an old iPhone 5s.
I have an Apple account.
the iPhone 11 asks me for a 6 digit passcode

I have tried:

Requesting a passcode from the iPhone 5s and entering it in iPhone 11.
The iPhone 11 displays "iPhone Unavailable" Try again in (now 1 hour!!!!!! for crying out loud).
No option on the iPhone 11 to change anything (like Forgot password/passcode etc.)

[Edited by Moderator]

Original Title: Passcode after factory reset

iPhone 5s, iOS 12

Posted on Oct 6, 2025 5:32 PM

Reply

Answer 1

Top-ranking reply

Bob Timmons

Level 10

188,530 points

Oct 6, 2025 5:54 PM in response to pierrick-nz

bought a used iPhone 11 which has been factory reset.

An iPhone which has been properly reset and restored to factory defaults will not ask for a passcode.

The iPhone that you bought was not reset correctly by the previous owner and no one else will be able to correct that fault except the previous owner.....who did not follow the instructions in this Apple Support document:

What to do before you sell, give away, or trade in your ...Apple Support Official Apple Support › en-us

You should return the phone for a refund. It will be of no use to you.

Reply

Answer 2

KiltedTim

Level 10

230,096 points

Oct 6, 2025 5:51 PM in response to pierrick-nz

You could force it into recovery mode and restore ios, but it's a good bet the original owner also didn't sign out of their apple account/find my, meaning it will be a brick.

The original owner needs to follow this process: What to do before you sell, give away, or trade in your iPhone or iPad - Apple Support

Reply

Answer 3

pierrick-nz Author

Level 1

4 points

Oct 10, 2025 2:22 PM in response to pierrick-nz

Hi.

I managed to ask my friend (previous owner) to check on his Apple account. Sure enough as you'd both predicted he still had the iPhone 11 listed, and locked with anti-theft (or something like that.)

As soon as that was removed, it all came to life!

Thank you both for your help.

Reply

Answer 4

KiltedTim

Level 10

230,096 points

Oct 6, 2025 5:36 PM in response to pierrick-nz

The used phone you purchased was NOT properly "factory reset".

Return it and get your money back.

Reply

Answer 5

Bob Timmons

Level 10

188,530 points

Oct 6, 2025 7:08 PM in response to pierrick-nz

The "very nice chap" at the store did not follow all of the steps needed to properly reset the phone for trade, sale, or a gift.

What to do before you sell, give away, or trade in your ...Apple Support

Each step needs to be followed correctly.

Using the link below, see if you can locate an authorized Apple service shop in your area that can help with this.

Find Locations

Reply

Answer 6

pierrick-nz Author

Level 1

4 points

Oct 6, 2025 6:46 PM in response to pierrick-nz

Hi KiltedTim, Bob Timmons.

I asked the previous owner (a friend of mine) what happened with the factory reset. He went to his mobile provider and the "very nice young chap" there did the following:

transferred all stuff from old iPhone 11 to new iPhone 16.

factory reset the iPhone 11 when asked by my friend to "clean" it.

I need to add that there is no Apple shop around. As a result we have to rely on perhaps less knowledgeable people who work for mobile providers.

So, question: can the brick be properly factory reset still following the link provided?

Remembering no one knows the passcode for the iPhone 11.

Thank you.

Reply

Answer 7

pierrick-nz Author

Level 1

4 points

Oct 6, 2025 5:46 PM in response to KiltedTim

@KiltedTim

Thanks for the prompt answer.

Is there a way to do a "proper" factory reset at this point?

Because if there is I can easily ask the previous owner to do so.

More amiable methinks. :-)

Reply

iPhone 11 passcode issue after factory reset with old iPhone 5s

Similar questions