Activation Lock Removal Requests Get Denied With no Explanation

Question

Activation Lock Removal Requests Get Denied With no Explanation

Hello, I recently purchased a second hand Macbook Air, and the owner didn't log out of their iCloud account for some reason. They are also not picking up their phone, when I try calling them. Regardless, I also have the original purchase documents (invoice + warranty card), so I figured Apple will be able to unlock it for me, being the new owner of the device.

However, they denied two of my activation lock removal requests with no explanation whatsoever. To my knowledge, having the proof of purchase for a device (along with its box and accessories), should be enough for them to unlock it. It's a personal device, that's not MDM-locked.

I called Apple's technical support, and they told me that I should write the SN of the device on the invoice by hand. I did that, resubmitted my request, only for it to get denied again.

Does anyone know how I can escalate this issue to someone, who can actually tell me what the problem is?

Posted on Oct 25, 2024 6:33 AM

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Answer 1

Mac Jim ID

Level 7

25,973 points

Oct 25, 2024 6:44 AM in response to ALLEyezOnMe_XO

You are not going to get the device unlocked. The original purchase receipt has to have your name on it that proves it was purchased by you. The receipt must also be from Apple or Authorized Apple seller and for some reason the invoice did not even have the serial number on it. Having the box and accessories makes no difference. Apple never gets involved in third party sales. It's also a big red flag that the seller has now ghosted you.

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Answer 2

Oct 25, 2024 6:52 AM in response to Mac Jim ID

Thank you for the reply!

Yes, the device has been purchased from an authorized seller, but the SN is only written on the warranty card, and not the invoice. It's just the way this store chain's invoices are. I'm guessing the actual issue must be indeed with the fact that another person is submitting the activation lock removal request, and not the original owner. If this is the case, though, it's rather weird and a pity.

The seller having ghosted me is beside the point, as the device has not been marked as "Lost / Stolen" or blacklisted.

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Answer 3

Kurt Lang

Level 9

62,166 points

Oct 25, 2024 7:05 AM in response to ALLEyezOnMe_XO

Yes, the device has been purchased from an authorized seller,…

Then take it back to the seller for a full refund, and let them deal with a Mac that can't be used by anyone else. That's something they should have checked when they acquired it from whoever brought it in.

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Answer 4

Mac Jim ID

Level 7

25,973 points

Oct 25, 2024 7:07 AM in response to ALLEyezOnMe_XO

ALLEyezOnMe_XO wrote:

Thank you for the reply!

Yes, the device has been purchased from an authorized seller, but the SN is only written on the warranty card, and not the invoice. It's just the way this store chain's invoices are. I'm guessing the actual issue must be indeed with the fact that another person is submitting the activation lock removal request, and not the original owner. If this is the case, though, it's rather weird and a pity.

The seller having ghosted me is beside the point, as the device has not been marked as "Lost / Stolen" or blacklisted.

You must be the original owner of the device. It would not be the responsibility of the original owner to have to mark the device as Lost to prevent someone else from removing the Activation Lock. Here is what Apple requires to remove the Activation Lock:

You must be the owner of the device.

Proof of ownership documentation is required. Proof of ownership must include the product serial number, IMEI or MEID.

https://al-support.apple.com/#/additional-support

The information you have does not prove you own the device.

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