Cannot add my iPad to "My Support Profile"...

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Level 1

5 points

Cannot add my iPad to "My Support Profile"...

Yesterday I purchased a used iPad Air 2 from a reputable UK high street store. It comes with a 12 month warranty from them. As a side note, on the Apple warranty check page, it shows Apple warranty until December 2015.

I got the iPad home and got it set up, I linked to my Apple ID no problems. It all works fantastic.

I then proceeded to try to add the device to "my support profile". I typed in the serial number & got the following message:

"According to our records, this serial number is associated to another Apple ID. If you have more than one Apple ID, log in to My Support Profile with that Apple ID to see your other added products. Not sure if you have another Apple ID"?

What I would like to know, how much does this really matter (mainly from a security point) that my device is currently on the previous owners support profile?

Should I try to get the store to chase up the previous owner and have them remove the iPad from their support profile, or is it worth the hassle?

Thanks!

Posted on May 3, 2015 7:10 AM

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Answer 1

weemax Author

Level 1

5 points

May 3, 2015 11:20 AM in response to weemax

Any advice from anyone? 😟

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Answer 2

jazcan

Level 4

1,444 points

May 3, 2015 12:44 PM in response to weemax

Because your iPad was a pre-owned device, it was most likely already registered to the previous owner. If the store can contact the previous owner, have them message him/her and ask them to log in and remove the device from their account. If not, contact Apple support.

https://www.apple.com/support

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Answer 3

Demo

Level 10

166,494 points

May 3, 2015 12:44 PM in response to weemax

I would follow jazcan's advice and do everything that I could in order to have the device linked to my Apple Support Profile. I would rather be safe than sorry. If you reach a dead end, you still have the store warranty, but I would still make the attempt.

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Answer 4

weemax Author

Level 1

5 points

May 3, 2015 12:45 PM in response to Demo

Thank you very much jazcan & Demo.

I will contact the store in the next few days. Meanwhile, is there any possible security issues re data on my device?

Thanks again

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Answer 5

Demo

Level 10

166,494 points

May 3, 2015 12:49 PM in response to weemax

There are no security issues that you need to worry about. The previous owner cannot access your data at all if you are concerned about that.

Obviously the last owner erased the device exactly as it should be done or you would not have been able to activate it with your Apple ID. I just think it's in your best interest to at least try to have the previous owner remove the device from his support profile.

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Answer 6

weemax Author

Level 1

5 points

May 3, 2015 1:17 PM in response to Demo

Thank you very much for your help.

I know that the store in question tests all devices traded in quite well (IMHO), however this side of things seems to be neglected.

As I have said, I will call to the store over the next few days and update for anyone interested.

Thanks again 🙂

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Answer 7

Demo

Level 10

166,494 points

May 3, 2015 1:22 PM in response to weemax

You're welcome. I would be interested to hear how it turns out for you.

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Answer 8

weemax Author

Level 1

5 points

May 5, 2015 3:48 PM in response to Demo

So I've had a good outcome 🙂

I returned to the store where I purchased the iPad & explained the situation to them. The store is CEX in the UK. The sales guy behind the counter "couldn't find" my purchase on their system as I "didn't have the serial number" with me, only the receipt which contained some other number. CEX don't give out their store phone numbers & he promised to ring me back this morning to get the serial number so he could contact the previous owner. Quickly realising I was being led a merry dance I left it at that - and there was me saying they were reputable! I guess not all high street stores are haha!

So anyway, I contacted Apple Care who could not have been more helpful. Added the iPad to my support profile in a few minutes after confirming some details. Bravo to Apple, the customer service is second to none - I had forgotten that, shame on me!

Thanks everyone for all the help & I'm glad to be posting a query which was happily resolved 🙂

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Answer 9

Demo

Level 10

166,494 points

May 5, 2015 4:04 PM in response to weemax

That is excellent news. I'm happy to hear that it all worked out for you and that Apple was accommodating to your needs.

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