cibble10

Q: Activation issue ISO 10 Sept 2016

After updating my Ipad to IOS 10.0.2 I have been unable to activate it because it says I am not accessing it with the original Apple log. Makes no sense. I purchased the Ipad new in Sept of 2013 from Dabs.com. It has been linked to my Apple account up to 10 days ago (I deleted it from my profile per Apple's own help website suggestion as one way to remedy my problem, the other restoring/updating the Ipad from with ITunes). I have contacted Apple support (I have two Apple case numbers). I was asked by Apple support to provide proof of purchase  which I did. I am now told the receipt I provided does not match my Ipad but Apple won't help with any details to help sort out the situation. The Ipad is mine and actually was linked to my account from the date of purchase in September of 2013 until I deleted it at Apple's own help website suggestion. I have now not had access to my £460  ipad for over 10 days and have wasted money and time talking to 4 different Apple operatives, having made 6 calls and NONE of whom seem able to remedy what is a ridiculous situation. Alexandre Vitorino (Apple) seems to have the best handle on how bizarre this situation is. PLEASE can someone remedy this? A software update on an Ipad I own should not prevent me using it, and then require me to prove I actually own it before I use it again!! I am a professional businessman who uses this for board meetings. I have a receipt for my device and am getting treated like some sort of criminal.

 

My heartfelt sympathy for anyone who either can't find their original receipt and/or forgets their original Ipad log-in because Apple will not help you and your Ipad will be as worthless as mine currently is! 


If you are in the same situation please confirm to this post. I cannot be alone, though it feels like it!

 

Message was edited by: cibble10

iPad 2, iOS 10.0.2, null

Posted on Oct 6, 2016 6:42 PM

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Q: Activation issue ISO 10 Sept 2016

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  • by ckuan,

    ckuan ckuan Oct 6, 2016 6:47 PM in response to cibble10
    Level 7 (34,287 points)
    Oct 6, 2016 6:47 PM in response to cibble10

    Activation Lock happens when the original Apple ID that locks it does not match with your current Apple ID.

    Until you can bring a valid receipt from Apple or Authorised Apple reseller, that's nothing you can do.

    BTW, polling in this Apple owned forums is forbidden. You can read the Terms of Use again.

  • by cibble10,

    cibble10 cibble10 Oct 6, 2016 7:00 PM in response to ckuan
    Level 1 (4 points)
    iPad
    Oct 6, 2016 7:00 PM in response to ckuan

    Noted re polling. I am aware of the issue re the mismatch in Apple ID. I have used the same one for many many years which makes this all the more baffling. I am actually concerned my account (or Ipad at least) has been hacked in some way or there is a system error at Apple. I have provided a valid receipt but Apple will not tell me what is wrong with it. If Apple will not provide any assistance with remedying the problem then there will likely be a lot of unhappy people like myself. I have resorted to  bringing this on line in the hope that Apple will see how unacceptable this approach is.

  • by ckuan,

    ckuan ckuan Oct 6, 2016 7:24 PM in response to cibble10
    Level 7 (34,287 points)
    Oct 6, 2016 7:24 PM in response to cibble10

    Is the receipt from Apple or Authorised Apple Reseller?

    If not, then there's nothing Apple can do for you. you should go to the place where you bought the iPad from.

     

    It's seems that someone has activate Find My iPad with his/her Apple ID before you bought the iPad.

    It has nothing to do with your Apple ID. Your account was not hacked. The iPad was not new as you believed.

    Only the original Apple ID can de-activate Find My iPad (that triggers Activation Lock), It's a theft prevention implementation.  When you update the original Apple ID is re-activated.

     

    Sorry that this is not the answer you want, but that's all we can do for you.

  • by babowa,

    babowa babowa Oct 6, 2016 7:40 PM in response to cibble10
    Level 7 (32,222 points)
    iPad
    Oct 6, 2016 7:40 PM in response to cibble10

    FWIW, I checked out their website and my internal alarm went off: they are not an authorized reseller and they sell used Apple hardware. They do not mention anything about what condition the item may be in, the software it may have (or if there is any software), etc, etc. Additionally, that outfit appears to have closed their virtual doors (and was acquired by someone else). So, it does appear that your item was not new. If you have the receipt, you may want to contact the seller, but I doubt that anyone is going to help 2 or 3 years after the purchase.

  • by cibble10,

    cibble10 cibble10 Oct 6, 2016 11:15 PM in response to babowa
    Level 1 (4 points)
    iPad
    Oct 6, 2016 11:15 PM in response to babowa

    ckuan and babowa. Thanks for your responses, albeit ckuan you come across very very corporate! The suggestion that the ipad was apparently not new seems to be the only reasonable explanation for my dilemna. To babowa's point, Dabs.com has always been owned by BT and now actually trades under BT's name so though BT maybe not a popular organisation it is certainly a large (and listed) company. So, where does this leave me? I can prove I purchased the item from Dabs.com in all good faith, and Dabs is owned by (and now trades under) the BT name. So, not a stolen or dodgy Ipad, acquired appropriately from a reputable company! The Ipad was registered to my Apple account at the time of purchase.  To babowa's point there is no point chasing the company. Who would know the Ipad's background and original passwords/setup? I think if Apple was a reasonable company it would allow me to continue using my Ipad.

  • by cibble10,

    cibble10 cibble10 Oct 6, 2016 11:17 PM in response to cibble10
    Level 1 (4 points)
    iPad
    Oct 6, 2016 11:17 PM in response to cibble10

    ckuan. What level are you employed at with Apple?

  • by ckuan,

    ckuan ckuan Oct 6, 2016 11:50 PM in response to cibble10
    Level 7 (34,287 points)
    Oct 6, 2016 11:50 PM in response to cibble10

    cibble10 wrote:

     

    ckuan. What level are you employed at with Apple?

    I'm just a user like all the helpers here, I'm not an Apple employee.

    Goodbye.

  • by cibble10,

    cibble10 cibble10 Oct 7, 2016 1:06 AM in response to babowa
    Level 1 (4 points)
    iPad
    Oct 7, 2016 1:06 AM in response to babowa

    BT.COM (ex Dabs.com) sells new Apple Ipads....!?

  • by babowa,

    babowa babowa Oct 7, 2016 8:01 AM in response to cibble10
    Level 7 (32,222 points)
    iPad
    Oct 7, 2016 8:01 AM in response to cibble10

    How do you know they are new? There is no mention on the site. When you received it, was it in a sealed mfr's package? Last time I checked, there were used iPads as well. Most retailers in the US also sell "open box" or returned items. Considering pricing, here is one at your online site:

     

    https://www.shop.bt.com/mini-sites/apple/shop-ipad/

     

    A new one at the UK Apple store is here:

     

    http://www.apple.com/uk/shop/buy-ipad/ipad-air-2

     

    I'd rather pay a couple of pounds/dollars more and get it from Apple or a local authorized seller which comes recommended.

     

    The problem with buying at any reseller: they have their own terms and you need to deal with them if you have a problem. Apple will honor their warranty as long as you can show a purchase receipt and are covered by the warranty - but, this is not a warranty issue.

     

    And, FYI, we are all volunteers - other users who donate their time helping other users. We do not get paid.

  • by cibble10,

    cibble10 cibble10 Oct 7, 2016 8:23 AM in response to babowa
    Level 1 (4 points)
    iPad
    Oct 7, 2016 8:23 AM in response to babowa

    Thanks babowa. ckuan came over as an Apple rep, hence my question. Seemed more supportive of Apple and repeating their rules than maybe seeing the practical problems Apple is compounding by not taking a common-sense approach to people with issues like mine.

     

    I actually managed to speak to a rep of Dabs.com today, much to my surprise they still have helpful people taking calls. They confirmed that my unit was brand new and sealed (they categorise them) and was able to provide me with a URN which may or may not be helpful. (I do recall ordering and receiving a brand new item, I don't do second hand.) I have forwarded this information to Apple and Alex there is kindly updating my file and resubmitting it. What this doesn't answer is how my Ipad is locked to an e-mail address that is not mine (or apparently so, they won't tell me the address, which is a pity because either I would recognise it (unlikely) or be able to e-mail the address (very helpful!!!)) or why they think that the invoice I supplied does not relate to my Ipad. Both are equally as odd, probably slightly more the latter issue as I only have one 64gb Ipad in the house, have the invoice and can track when I paid for it!

  • by babowa,

    babowa babowa Oct 7, 2016 9:27 AM in response to cibble10
    Level 7 (32,222 points)
    iPad
    Oct 7, 2016 9:27 AM in response to cibble10

    Glad to hear you seem to be making progress. On the other hand, you need to remember that these Apple policies were put into place because there are many (thousands/millions) of stolen iDevices, so if there is an Apple ID issue - which is usually due to that fact - Apple will make it as difficult/impossible as they can in order not to aid a potential thief. That is what the activation lock is for.

     

    As for your other comments: as we are just users, we have to abide by the same terms for these forums and are not allowed to speculate regarding Apple's decisions, etc, etc. So, unless it's a technical issue we can actually help with, there is nothing we can do except quote Apple policies. I do that quite often myself.