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Activation lock with unknown email

jtil2009

macrumors newbie
Original poster
May 9, 2018
4
0
About 2 months ago, i reset my ipad. When I tried to restore it I could not due to an activation lock with an unknown hotmail email address starting with letter m.
I scheduled an appointment and took ipad to Apple store with original receipt only to be told I would have to contact apple support. Since then I have uploaded the original receipt and other supporting documents to no avail. I am still waiting.

By the way, the GENIUSES at the apple store said they have never heard of this happening before. Needless to say, I am pissed. I paid $1100 dollars for this ipad less than 2 years ago and haven't been able to use it. I use to love Apple - now I'm just pissed.
 

Shirasaki

macrumors G4
May 16, 2015
10,268
4,103
I would boldly guess somewhere in China, your ipad’s Serial number is used to break activation lock of another stolen/broken iPad. But I don’t have the confirmation.
 
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charlituna

macrumors G3
Jun 11, 2008
9,632
815
Los Angeles, CA
I would boldly guess somewhere in China, your ipad’s Serial number is used to break activation lock of another stolen/broken iPad. But I don’t have the confirmation.

that was my guess also. I've heard stories of them cloning serials in the software to have it show as in warranty so if they signed into iCloud I would imagine that the serial and the email would be tied together.

but I call BS on this newbie who signed up to apparently post this "apple sucks" story. because unless the iPad was in lost mode, the managers have been able to remove activation locks for ages. and if it is in lost mode they don't tell folks to call apple support because support can't do **** either.
 

Johnny365

macrumors 6502a
Nov 30, 2015
761
335
That's what it seems like. Or it was jailbroken without removing find my iphone, and it registered to a russian group's email address.
 

Newtons Apple

Suspended
Mar 12, 2014
22,757
15,227
Jacksonville, Florida
Get back to Apple support as if you have the original receipt they need to get your device unlocked or replace it. What has happened is not your fault, Apple know what is going on and they can fix it.
 
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jtil2009

macrumors newbie
Original poster
May 9, 2018
4
0
I can copy and post all of the apple support emails to prove what I am saying is true. Sad that people would doubt. Here are two of them a month apart and after visiting the GENIUS bar -

Apple Case # 100504099272


acsupportcase@apple.com



|
Fri 5/4, 4:17 PM
You



You replied on 5/10/2018 1:25 AM.



Case Number: 100504099272
Hello Stefanie,

For an update the Apple Activation Team will be reviewing your documents it can take up to 5 business days.

Regards,
Ashleigh

this was one of the first:


Apple Support
Hi stefanie,

Thanks for contacting Apple Support. During our conversation, we agreed that you would send us one or more files related to this case:

Case: 100504099272
Product: iCloud
To send the files, use our online service: Send Files to Apple Support. This link is valid for 7 days.

If you need help, please contact Apple Support again and mention your case number.

Thanks,
Apple Support
 

steve23094

macrumors 68030
Apr 23, 2013
2,728
1,506
I can copy and post all of the apple support emails to prove what I am saying is true. Sad that people would doubt. Here are two of them a month apart and after visiting the GENIUS bar -

Apple Case # 100504099272


acsupportcase@apple.com



|
Fri 5/4, 4:17 PM
You



You replied on 5/10/2018 1:25 AM.



Case Number: 100504099272
Hello Stefanie,

For an update the Apple Activation Team will be reviewing your documents it can take up to 5 business days.

Regards,
Ashleigh

this was one of the first:


Apple Support
Hi stefanie,

Thanks for contacting Apple Support. During our conversation, we agreed that you would send us one or more files related to this case:

Case: 100504099272
Product: iCloud
To send the files, use our online service: Send Files to Apple Support. This link is valid for 7 days.

If you need help, please contact Apple Support again and mention your case number.

Thanks,
Apple Support

To be fair this doesn’t prove any of what you said anyway.
 

Shirasaki

macrumors G4
May 16, 2015
10,268
4,103
I can copy and post all of the apple support emails to prove what I am saying is true. Sad that people would doubt. Here are two of them a month apart and after visiting the GENIUS bar -

Apple Case # 100504099272


acsupportcase@apple.com



|
Fri 5/4, 4:17 PM
You



You replied on 5/10/2018 1:25 AM.



Case Number: 100504099272
Hello Stefanie,

For an update the Apple Activation Team will be reviewing your documents it can take up to 5 business days.

Regards,
Ashleigh

this was one of the first:


Apple Support
Hi stefanie,

Thanks for contacting Apple Support. During our conversation, we agreed that you would send us one or more files related to this case:

Case: 100504099272
Product: iCloud
To send the files, use our online service: Send Files to Apple Support. This link is valid for 7 days.

If you need help, please contact Apple Support again and mention your case number.

Thanks,
Apple Support
This is not enough. You should show us the email that Apple rejecting your request. The ones you show only proves Apple has opened a new case.
 

jtil2009

macrumors newbie
Original poster
May 9, 2018
4
0
what I am showing is that despite my having the original receipt which includes APPLE care for 2 years - they have not unlocked the unknown activation lock. Visit to apple was prior to first email april 9. So if this happens to anyone - BEWARE - and it absolutely SUCKS - And just for the doubters here is my receipt. I was hoping for some sympathy and maybe someone from APPLE to take care of this crap. It's actually quite scary that this can happen to anyone. It's theft plain and simple and Apple should do something to prevent this from happening. Makes me feel like my documents in the cloud are not SAFE.






WELCOME TO BEST BUY #214

7318 FM 1960 RD W

HOUSTON, TX 77070

(281) 444-5768



Keep your receipt!




Val #:000080-961081-225384-820525-638107-060


0214 064 7542 06/08/16 16:26



4904730 ML0V2LL/A 1077.99

IPAD PRO 12.9" WIFI 256GB GOLD

22.00 CLEARANCE

SERIAL #

Sales Tax 88.95

7536185 NS-PNP5008 4.99

BASIC BLACK MOUSE PAD

Sales Tax 0.41

9635339 MB112LL/B 49.99

APPLE WIRED MOUSE

Sales Tax 4.12

3142351 MB110LL/B 49.99

APPLE KEYBOARD

Sales Tax 4.12

4539100 MJYR2LL/A 169.99

SMART KEYBOARD FOR IPAD PRO 12

Sales Tax 14.02

4644100 MK0D2ZM/A 79.99

IPAD PRO SILICONE CASE CHARCOA

Sales Tax 6.60

8041012 NS-PCYAW80 4.99

80 COUNT MONITOR WIPES

Sales Tax 0.41

4538802 MK0C2AM/A 99.99

APPLE PENCIL FOR IPAD PRO

Sales Tax 8.25

5927016 APPLECARE+ 99.00

APPLECARE+ FOR IPAD

SERIAL # SDLXRG1KSGMLW

SKU # 4904730

Sales Tax 8.17

----------

SUBTOTAL 1636.92

Sales Tax 135.05

==========

TOTAL 1771.97



ChipRead USD$ 1771.97

US DEBIT - DEBIT



APPROVAL 431685

Verified By PIN


MODE: Issuer

AID: A0000000980840

REFERENCE NUMBER: 64416255303558


OTHER SAVINGS: 22.00

TOTAL SAVINGS: 22.00



MY BEST BUY ELITE PLUS

MEMBER ID






****************************************

Terms & Conditions for the service plan(s)

you've purchased are available at

www.bestbuy.com/servicestermsconditions

****************************************

AppleCare+ for iPad extends service and

support coverage to 2 years from the

purchase date of the device. It includes

coverage for up to 2 incidents of

accidental damage from handling, each

subject to a $49 Service Fee, plus

applicable sales tax.


AppleCare+ terms & conditions are available

at bestbuy.com/servicestermsconditions.

I agree to the delivery of these terms via

a link that will be sent to me by email.

Service Fees and claim limits apply.


STEFANIE,

THANKS FOR SHOPPING AT BEST BUY TODAY!

YOUR MY BEST BUY BALANCE AS OF 05/16/2016

POSTED POINTS: 62

GO TO BestBuy.com FOR MORE INFO



AS A MY BEST BUY ELITE PLUS MEMBER,

WE ARE PLEASED TO EXTEND YOUR RETURN AND

EXCHANGE PERIOD ON ELIGIBLE PRODUCTS

TO 45 DAYS FROM PURCHASE DATE.



14-day return period on Phones and Carrier

Connectable Devices for all customers.



15-day return period on

almost everything else.



A valid receipt is required for all

returns. Except where prohibited, we may

request an ID. ID info may be stored in a

secure, encrypted database used for

tracking returns and exchanges.



Returned items missing packaging or

accessories are subject to

a missing item deduction.



For return promise details and a complete

list of exceptions, ask for a policy flyer

or go to www.BestBuy.com/Returns.



To learn about our privacy practices

please visit www.BestBuy.com/privacy.



YOUR CUSTOMER SERVICE PIN IS:







************ END RECEIPT ************
[doublepost=1525963789][/doublepost]BTW I will take the advice of one of the posters and return to APPLE with original receipt and emails and case number Saturday. I'll update post with results.
 
Last edited:

nburwell

macrumors 601
May 6, 2008
4,879
1,806
DE
I had this same issue with my 6s last year. I reset it and upon attempting to set the device up again, it was locked to some unknown email address. I called Apple and they were able to unlock the device for me once I provided them the sales receipt (I purchased directly from my local Apple Store). Once they received my receipt, it did take a couple days for the activation lock to be removed.
 

jtil2009

macrumors newbie
Original poster
May 9, 2018
4
0
Unfortunately, Apple is still working on my issue. Not sure why this is taking so long... maybe because I purchased from Best Buy????
latest email:
5/16/2018


1/2

Re: Apple Case # 100504099272

acsupportcase@apple.com

Wed 5/16/2018 5:40 PM

To:

Case Number: 100504099272
Hello,
Thank you for staying with me through this process.

I have been watching your case and working with others to try determining the best course of action for us. I know we have been working on this case for quite a while and I again apologize. I am now reaching out to our engineers directly to see what can be done next, I expect to have a direction to go soon.

As far as the AppleCare+ covering a replacement for this situation is it not possible. AppleCare+ is intended for repairs. The iPad is locked to an account and we have to get it removed, even in the event there was damage to the device.

I will get back to you as soon as possible with our next steps.

Sincerely,

Amber
Apple
On May 14, 2018, at 11:44 stefanie bailin <stefani_e_b@hotmail.com> wrote:

any updates?

Sent from Outlook

From: acsupportcase@apple.com <acsupportcase@apple.com> Sent: Thursday, May 10, 2018 5:43 PM
To: stefani_e_b@hotmail.com
Subject: Re: Apple Case # 100504099272

Case Number: 100504099272 Hello Stefanie,

I really do apologize for the time this case has taken. We are waiting for engineers to get back to us right now with a final decision. I am hoping we will hear from

5/16/2018

https://outlook.live.com/owa/?path=/mail/junkemail/rp 2/2

Mail - stefani_e_b@hotmail.com

them soon but am not in direct contact with them to find out an exact date. I can assure you I am watching your case very closely and want to get you back into your iPad the moment we are able to.

Sincerely,

Amber

Apple

On May 9, 2018, at 18:25 stefanie bailin <stefani_e_b@hotmail.com> wrote:

PLEASE ...... THIS IS BEYOND RIDICULOUS.......what do I have to do to use my ipad????????????

Sent from Outlook

From: acsupportcase@apple.com <acsupportcase@apple.com> Sent: Friday, May 4, 2018 4:02 PM
To: stefani_e_b@hotmail.com
Subject: Apple Case # 100504099272

Case Number: 100504099272 Hello Stefanie,

For an update the Apple Activation Team will be reviewing your documents it can take up to 5 business days.

Regards, Ashleigh
 

Banglazed

macrumors 68040
Apr 17, 2017
3,463
3,902
Cupertino, CA
You should relax. It will take them a while to confirm with various departments as well as verifying information associated with the device and then verify original receipt to ensure it is valid. If it was an Apple receipt, it may have expedited it a bit but any iCloud removal would still take awhile to remove another iCloud from the device. (Privacy reason).

Why copy pasted? It would be more believable if you actually upload the receipt (redact personal info) and screenshot of email.
 

Newtons Apple

Suspended
Mar 12, 2014
22,757
15,227
Jacksonville, Florida
Knowing Best Buy they likely repackaged the device after it was returned and sold as new.

They did it to me with a digital camera and argued with me saying they did not! I then opened the box and showed them the receipt from the original buyer and they even filled out the warranty cards!
 
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bhodinut

macrumors regular
Jan 31, 2013
147
97
I had the same activation lock issue when I wiped and tried to setup my iphone as new. It was locked to some unknown yahoo.com email. I took it to the Apple Store without a receipt. The manager knows me. They looked up the serial number and found the receipt. Ten minutes later my phone had the activation lock removed. Apple can do it.
 
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JPack

macrumors 603
Mar 27, 2017
6,488
10,824
Knowing Best Buy they likely repackaged the device after it was returned and sold as new.

They did it to me with a digital camera and argued with me saying they did not! I then opened the box and showed them the receipt from the original buyer and they even filled out the warranty cards!

That doesn't make sense if you actually read the post.
 

charlituna

macrumors G3
Jun 11, 2008
9,632
815
Los Angeles, CA
Knowing Best Buy they likely repackaged the device after it was returned and sold as new.

or that's a source of the cloned serials I suggested in an earlier post. big place like best buy it would be easier to snap photos and not get caught and then wait for them to be sold. someone could have been looking to try to get a repair on their version using the legit buyers apple care also
 

sracer

macrumors G3
Apr 9, 2010
8,753
9,603
Prescott Valley, AZ
Knowing Best Buy they likely repackaged the device after it was returned and sold as new.

They did it to me with a digital camera and argued with me saying they did not! I then opened the box and showed them the receipt from the original buyer and they even filled out the warranty cards!
It wouldn't surprise me that Best Buy would do that, but I don't think it is case in this situation. The "activation lock with unknown email" has been a very common problem among iPhone owners for years. Brand new iPhones purchased at the Apple Store have been affected. The email addresses are usually Yahoo email addresses and have been traced back to China. Here's an article from last year describing the issue as well as the changes Apple made to their activation status page.

Even if a person doesn't experience the issue when they first activate their device, they might encounter it years later when they wipe out the device to sell it or start from scratch.
 

Newtons Apple

Suspended
Mar 12, 2014
22,757
15,227
Jacksonville, Florida
It wouldn't surprise me that Best Buy would do that, but I don't think it is case in this situation. The "activation lock with unknown email" has been a very common problem among iPhone owners for years. Brand new iPhones purchased at the Apple Store have been affected. The email addresses are usually Yahoo email addresses and have been traced back to China. Here's an article from last year describing the issue as well as the changes Apple made to their activation status page.

Even if a person doesn't experience the issue when they first activate their device, they might encounter it years later when they wipe out the device to sell it or start from scratch.

I have had the same happen to me about a year ago. I just ignored the message and never saw it again.
 
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