luciafrompotenza
Level 1 (4 points)
iPhone

Q: my i phone is blocked after being updated

good evening, after I did the update of my i phone I'm not able to unlock it. I have an ID apple and a password but although I insert them, my i phone is blocked

iPhone 5, iOS 9.3.2

Posted on May 20, 2016 12:07 PM

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luciafrompotenza

Q: my i phone is blocked after being updated

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  • by BBoiss,

    BBoiss BBoiss May 20, 2016 12:17 PM in response to luciafrompotenza
    Level 4 (1,404 points)
    Apple Music
    May 20, 2016 12:17 PM in response to luciafrompotenza

    It seems your phone is Activation Locked to an Apple ID that was signed into iCloud through Settings at the time of this update for the purpose of Find My iPhone. While you may be entering in the Apple ID you primarily use correctly, the ID which was signed into iCloud may be different. I see this frequently.

     

    Alternatively, if it is just saying your account is locked, then that's another thing and you can solve that easily by going to https://appleid.apple.com/ and troubleshooting your login there.

     

    If you need further assistance on the matter of the Activation Lock, feel free to contact Apple Support. Contact Apple for support and service - Apple Support

  • by luciafrompotenza,

    luciafrompotenza luciafrompotenza May 20, 2016 12:35 PM in response to BBoiss
    Level 1 (4 points)
    iPhone
    May 20, 2016 12:35 PM in response to BBoiss

    you've caught the point! I suppose I have a different ID for Icloud but I forgot it. How can I try to solve this problem? In my account I don't see the device, my Iphone, so I think there is a mismatch between IDs. If I call the support they will solve the problem? I have IMEI code and all the specifications (I have my I phone box...). My biggest problem is that I' m in Italy so now the offices are closed and I want to try to phone other countries' supports.

  • by BBoiss,

    BBoiss BBoiss May 20, 2016 12:41 PM in response to luciafrompotenza
    Level 4 (1,404 points)
    Apple Music
    May 20, 2016 12:41 PM in response to luciafrompotenza

    That can prove difficult. Do you setup your accounts in Italian? So like if you were to call US Support and they were able to help you find this other account, would they be looking at your security questions in Italian? If so, you may end up needing to wait for your countries operational hours.

     

    They can assist, but you'll want to think of any emails you might have used for this. Sometimes the Activation screen displays a partial of the Apple ID it is looking for. Did you see this, and if so, can you think of any email that might match that? The advisors aren't going to be able to just see what phone goes with what account. There are protections in place where they have to confirm information with you to be able to see anything that might reveal such details.