User profile for user: Alejatanabe
Alejatanabe Author
User level: Level 1
4 points

Iphone 14 from deceased relative. Requires FACE ID in order to restore iphone

My mother passed away a few weeks ago. I have access to her lock codes and her Icloud account; but unfortunately cannot reset to factory settings because it keeps requiring FACE ID (because the stolen device protection is on).

I've already contacted Support and followed the steps they suggested me to do, but still can't.

I've tried to restore phone from itunes, but by the time I clicked, it kept requiring me to eliminate the phone from Find my phone, and in order to do that, I have to deactivate the stolen device thing (which I Can't because of the FACE ID issue).

Is there any other way to do this? I've already contacted support twice and they kept asking me to way a not-so-short period of time and try again

I'll appreciate if anyone that has gone through the same issue can help me. Thank you!

iPhone XR, iOS 18

Posted on Jan 4, 2025 4:16 AM

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User profile for user: Limnos
Limnos
User level: Level 10
427,229 points

Posted on Jan 6, 2025 4:25 AM

See: About Stolen Device Protection for iPhone - Apple Support

Read about using the “Always” setting in the section ‘Always require additional security measures’. When you choose the Always option then even if you are in a familiar location, updates to certain security settings will always require a delay. Actions that require biometric authentication will always require Face ID or Touch ID (with no passcode alternative).


If she had that set you will have to ask Apple to reset the device entirely. Typically in the case of a deceased relative you use the methods in: How to request access to a deceased family member’s Apple Account - Apple Support Note that that may look like the link provided by SravanKrA but his link forces you to the India version of the page. My link will default to the country to which your account is set. I say this because this may be one of the few cases where Apple's documentation may vary from country to country depending upon the laws of your country.


Your alternative is Apple can completely reset a device if a person can provide sufficient evidence of valid ownership. Check the requirements and steps at: Activation Lock support request - https://al-support.apple.com/#/additional-support Apple says, "Proof of ownership documentation is required," but does not detail what currently constitutes proof other than it “must include the product serial number, IMEI or MEID.” Apple may typically require the original receipt* issued by Apple or an Apple Authorized Reseller. If Apple resets the device this will give you access to the device but won't restore access to the account used to lock it. There is nothing that can be done to expedite an Activation Lock request.


*Apple recommends you "Keep your receipt after you buy an Apple device" --> Keep your receipt after you buy an Apple device - Apple Support





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User profile for user: Limnos
Limnos
User level: Level 10
427,229 points

Jan 6, 2025 4:25 AM in response to Alejatanabe

See: About Stolen Device Protection for iPhone - Apple Support

Read about using the “Always” setting in the section ‘Always require additional security measures’. When you choose the Always option then even if you are in a familiar location, updates to certain security settings will always require a delay. Actions that require biometric authentication will always require Face ID or Touch ID (with no passcode alternative).


If she had that set you will have to ask Apple to reset the device entirely. Typically in the case of a deceased relative you use the methods in: How to request access to a deceased family member’s Apple Account - Apple Support Note that that may look like the link provided by SravanKrA but his link forces you to the India version of the page. My link will default to the country to which your account is set. I say this because this may be one of the few cases where Apple's documentation may vary from country to country depending upon the laws of your country.


Your alternative is Apple can completely reset a device if a person can provide sufficient evidence of valid ownership. Check the requirements and steps at: Activation Lock support request - https://al-support.apple.com/#/additional-support Apple says, "Proof of ownership documentation is required," but does not detail what currently constitutes proof other than it “must include the product serial number, IMEI or MEID.” Apple may typically require the original receipt* issued by Apple or an Apple Authorized Reseller. If Apple resets the device this will give you access to the device but won't restore access to the account used to lock it. There is nothing that can be done to expedite an Activation Lock request.


*Apple recommends you "Keep your receipt after you buy an Apple device" --> Keep your receipt after you buy an Apple device - Apple Support





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User profile for user: Alejatanabe
Alejatanabe Author
User level: Level 1
4 points

Jan 6, 2025 2:58 AM in response to SravanKrA

Dear SravanKrA, thank you for taking your time in answer my question. In my case, I DO have access to my mothers phone, I know her passcodes, I can access to her iCloud account etc. The only and BIG problem here is that, in order to reuse her phone, I have to reset and restore it to fabric settings, and for that, it keeps asking me for FACE ID, which obviously, it’s imposible


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Iphone 14 from deceased relative. Requires FACE ID in order to restore iphone

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