Rayamondo

Q: Can Apple reset iPhone's locked to a users Apple ID?

Hi guys,

 

I want to know if it's possible for Apple to completely factory reset an iPhone and unlink any Apple ID associated with the device.

 

To put this in to context, I manage telephony and mobile devices for the company that I work for.  Unfortunately, a few employees have left under a cloud and as such have not reset their company issued iPhone's so that they can be reused.  I know that it's not possible to unlink an Apple ID without the previous owners credentials and I obviously wouldn't want to do anything untoward. 

 

I wonder if anybody else has had a similiar experience?  Whether you could point me in the right direction, or let me know if this is something that Apple can do?

 

Thanks for your help!

 

P.s. Apologies if this is in the wrong section, I just wanted to emphasize that this is a business requirement.

iPhone 5s, iOS 8, Various iOS 7/8 installs

Posted on Jun 17, 2015 2:44 AM

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Q: Can Apple reset iPhone's locked to a users Apple ID?

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  • by D.Cohen,

    D.Cohen D.Cohen Jun 17, 2015 2:48 AM in response to Rayamondo
    Level 6 (8,424 points)
    Desktops
    Jun 17, 2015 2:48 AM in response to Rayamondo

    There're two possible solutions to your problem.

     

    The first is to contact your former employees and ask them to remove the devices from their accounts using these steps:

    Find My iPhone Activation Lock: Removing a device from a previous owner’s account - Apple Support

     

    The second way out is to grab all possible documents that prove the devices belong to a company and go to the local Apple Store. In this way, I believe Apple technicians will help you. I'm not sure, though.

     

    Hope this helps!

  • by pshute,

    pshute pshute Jun 17, 2015 3:50 PM in response to Rayamondo
    Level 1 (28 points)
    iPad
    Jun 17, 2015 3:50 PM in response to Rayamondo

    We've had to contact Apple to get them to do this for several phones. We had to send them proof of purchase, and they took a long time to unlock them. Weeks, I think.

  • by BooMonster,

    BooMonster BooMonster Jun 19, 2015 11:05 AM in response to Rayamondo
    Level 1 (100 points)
    iPod
    Jun 19, 2015 11:05 AM in response to Rayamondo

    Apple should definitely assist you even if it takes time, also if the devices unlocked (doubtful though worth a try) go into settings, general, reset, erase all content and settings.

  • by pshute,

    pshute pshute Jun 19, 2015 1:16 PM in response to BooMonster
    Level 1 (28 points)
    iPad
    Jun 19, 2015 1:16 PM in response to BooMonster

    BooMonster wrote:

     

    Apple should definitely assist you even if it takes time, also if the devices unlocked (doubtful though worth a try) go into settings, general, reset, erase all content and settings.

    I should point out that in our case, we at least had the passcodes. Our problem was that Find My iPhone was turned on. Resetting doesn't help if that's the case, you still need their AppleID password to set it up after wiping.

     

    When people leave, you have to remember to get users to sign the phone out of iCloud, which will require their password if Find My iPhone is turned on. Make sure anyone involved in dealing with departing employees knows to ask this. Just getting the phone back isn't enough.

  • by lamonte12,

    lamonte12 lamonte12 Jun 19, 2015 8:16 PM in response to pshute
    Level 1 (0 points)
    Jun 19, 2015 8:16 PM in response to pshute

    My phone is locked and I need to be unlock if all can't get it unlock send me a new phone iphone6pluse okay

  • by Meg St._Clair,

    Meg St._Clair Meg St._Clair Jun 20, 2015 6:09 AM in response to lamonte12
    Level 9 (58,419 points)
    iPhone
    Jun 20, 2015 6:09 AM in response to lamonte12

    lamonte12 wrote:

     

    My phone is locked and I need to be unlock if all can't get it unlock send me a new phone iphone6pluse okay

    No, no one here is going to send you a new phone.

     

    What do you mean by locked? Passcode locked and you've forgotten the passcode? Start here:

     

    Forgot passcode for your iPhone, iPad, or iPod touch, or your device is disabled - Apple Support

     

    Or do you mean locked to a carrier? If so, contact the carrier to which it is locked and ask if you qualify to have it unlocked.

     

    Or, do you mean activation locked? If so you either need the passcode to the Apple ID to which it is locked or, you need to be able to present proof to Apple that you are the original owner.

  • by imodztech,

    imodztech imodztech Jun 20, 2015 10:33 AM in response to Rayamondo
    Level 2 (175 points)
    Jun 20, 2015 10:33 AM in response to Rayamondo

    With the phone and receipt in hand a trip to the Apple store and they will unlock on the spot.

    ALso so if your using a MDM for your company you can set the device up as supervised and the MDM will store a code to turn FMI off in the future withoit having to know the Apple ID or password to the device. You can read more below

     

    https://www.apple.com/business/docs/iOS_Security_Guide.pdf

  • by pshute,

    pshute pshute Jul 6, 2015 4:08 PM in response to imodztech
    Level 1 (28 points)
    iPad
    Jul 6, 2015 4:08 PM in response to imodztech

    imodztech wrote:

    ALso so if your using a MDM for your company you can set the device up as supervised and the MDM will store a code to turn FMI off in the future withoit having to know the Apple ID or password to the device. You can read more below

     

    https://www.apple.com/business/docs/iOS_Security_Guide.pdf

    Can you explain this more, please? From that guide:

    "With iOS 7.1 or later, a compatible MDM solution can enable Activation Lock on

    supervised devices when a user turns on Find My iPhone. MDM administrators can

    manage Find My iPhone Activation Lock by supervising devices with Apple Configurator

    or the Device Enrollment Program. The MDM solution can then store a bypass code

    when Activation Lock is enabled, and later use this code to clear Activation Lock

    automatically when the device needs to be erased and assigned to a new user. See

    your MDM solution documentation for details."

     

    So if I want to have my devices in this supervised mode, I have to do something with Apple Configurator or DEP? As far as I can tell, we can't use DEP because our reseller (Optus) appears not to participate in it. We can't use Apple Configurator because we don't have a Mac. Is this something that can't be done with the MDM alone?

  • by marinorijeka,

    marinorijeka marinorijeka Dec 6, 2015 2:24 PM in response to Rayamondo
    Level 1 (0 points)
    Dec 6, 2015 2:24 PM in response to Rayamondo

    Hi,

    I have problem with apple ID lock. I bought iPhone from a friend who didn't explain me how that work and I factory reseted that iPhone and i now can't pass that actiavion screen because he don't know mail password or apple ID password. Is there any possibility that Apple will reset me that iPhone if he come with me to their store or licenssed seller where he bought it or sign some contract about selling or whatever Apple need to be sure that it's not stolen iPhone. I have bill,contract about telecom subscription (with VIP) and all papers that come with device. If that is possible i would like to know how much time it will take because I bought that phone for a gift not for my use and i would like to fix that till Christmas.

    And last thing that I would like to know is that is there any way to send phone to Apple store with post for that because here in Rijeka,Croatia we dont have offical Apple store nearest is 150 km from here ( Zagreb,Croatia and Trst,Italy).

    Please help me and thanks

    Marino Moric

  • by It's me Luigi,

    It's me Luigi It's me Luigi Dec 6, 2015 2:40 PM in response to marinorijeka
    Level 3 (781 points)
    Dec 6, 2015 2:40 PM in response to marinorijeka

    Apple will not unlock a iCloud locked iDevice unless you are the original owner with receipt / invoice.

     

    You will need the original owner to deactivate iCloud lock.

     

    You will need your friend to remove iCloud lock using the instructions in this link:

    iCloud: Remove your device from Find My iPhone

     

    They can get their Apple ID using this info: If you forgot your Apple ID - Apple Support

    They can reset their password using this info: If you forgot your Apple ID password - Apple Support

     

    There is NO WAY to bypass iCloud lock.

    There would be NO point to having iCloud lock if it could be bypassed.

    iCloud lock is a anti-theft measure.

  • by marinorijeka,

    marinorijeka marinorijeka Dec 6, 2015 2:41 PM in response to It's me Luigi
    Level 1 (0 points)
    Dec 6, 2015 2:41 PM in response to It's me Luigi

    I know that and but he dont know mail password neither , that is problem. I am not looking for way to bypass that lock by myself I wanna go to their store or retailer with my friend who sell me that phone and show all documents that he owns that phone and I want to prove them that it is his phone and explain them what happened and now we came to my question and it is can their employees in store with al documentation that will prove property unlock it via some program or whatever they use.

  • by JustPolly101,

    JustPolly101 JustPolly101 May 16, 2016 1:34 AM in response to It's me Luigi
    Level 1 (8 points)
    May 16, 2016 1:34 AM in response to It's me Luigi

    Hi there,

    I bought a second hand iPhone from eBay and I was wondering if it would be possible for Apple to unlock the iCloud if I can present the eBay receipt??

  • by imobl,

    imobl imobl May 16, 2016 4:58 AM in response to JustPolly101
    Level 5 (6,893 points)
    iPhone
    May 16, 2016 4:58 AM in response to JustPolly101

    Only the person who initiated the Activation Lock can remove it.

    Apple will not remove the Activation Lock for other than the initial

    purchaser (with proof of original purchase from authorized seller

    showing serial number). eBay is not an authorized seller of iPhones

    nor are you the original owner.

     

    If the iPhone was not described as Activation Locked, immediately

    start a claim with eBay for a refund.

  • by BBoiss,

    BBoiss BBoiss May 16, 2016 12:28 PM in response to Rayamondo
    Level 4 (1,404 points)
    Apple Music
    May 16, 2016 12:28 PM in response to Rayamondo

    You can contact AppleCare through 18002752273. You will want to be put in touch with Enterprise Support for Activation Lock.  They generally require someone in the tech department of your company to contact them as they would normally have all the documentation at hand to be verified that they are the rightful owner of the locked iPhone(s).

     

    You can attempt these other suggestions, but depending on the number of phones/devices you will need to have removed from this lock, you will likely be better off with the option I have listed.

     

    Please note that this is a special case in which Apple's Enterprise Support is a free support service. All other Enterprise Support concerns are of cost.

     

    Anyone inquiring on this issue who owns their device as a personal device can utilize Turn off Find My iPhone Activation Lock - Apple Support, an appointment at your local Apple Retail Store for the Genius Bar, or call the 18002752273 helpline to speak with AppleCare Support to verify your ownership of the account in question or of the device. If you cannot be verified through the security information which you provided for your account, to which you are solely responsible for, you can provide Apple with the original proof of purchase which they can submit to a validation team for its authenticity and then have your phone wiped of that account to regain entry. Be aware that the latter can take several days, so it is advised to fully attempt all other options before this.

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