iPhone Will Not Remove From Account

ghsNick

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Original poster
May 25, 2010
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Hi There -

I recently purchased an iPhone SE and had to exchange it for another one at the Apple Store. I completely reset it before giving them the old phone but I cannot remove it from my account.

I went into my devices and selected "Remove from Account" but for some reason it won't remove itself. It shows that it's currently removing the Amex card tied to the phone (but won't complete) and for some reason I can't completely delete the device.

I then changed my iCloud password and it still appears.

Any idea on what I can do to remove it?
 

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noobinator

macrumors 603
Jun 19, 2009
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I have all kinds of stuff in there I no longer own. I wonder if it's an issue? I've always reset my devices and turned off find my iPhone etc.
 

ghsNick

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Original poster
May 25, 2010
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I have all kinds of stuff in there I no longer own. I wonder if it's an issue? I've always reset my devices and turned off find my iPhone etc.
Does it still appear after deleting the devices you no longer have?
 

ghsNick

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Original poster
May 25, 2010
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Devices seem to hang around for a bit or until someone else activates the device on their account. This has been my experience and never worried about it.
Yeah, how long do they hang around for though?

It's been two weeks and I was able to manually remove another device immediately that I no longer own...for some reason this original iPhone SE will not remove itself.
 

ghsNick

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Original poster
May 25, 2010
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Strange.

Are both devices named the same?
Yes, they were at one point but I updated the name on my current device to make it different and it still won't remove.

Spoke with a Senior Rep last night on this phone (screen shared) and we did everything...nothing worked.

He's going to call me back today (after 24hrs) since it's no longer showing in his system for me. If it still appears in my system he's going to have someone on his team manually remove the serial number.
 

eyoungren

macrumors Core
Aug 31, 2011
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Yes, they were at one point but I updated the name on my current device to make it different and it still won't remove.

Spoke with a Senior Rep last night on this phone (screen shared) and we did everything...nothing worked.

He's going to call me back today (after 24hrs) since it's no longer showing in his system for me. If it still appears in my system he's going to have someone on his team manually remove the serial number.
That's really bizzare.

The reason I asked if they had the same name, is because I recall something like this when I got a replacement iPhone 5 so many years ago. I hazily remember that it was because both devices were named the same, but in my case it resolved itself fairly quickly.

Just strange. Hope they figure it out for you.
 

nburwell

macrumors 601
May 6, 2008
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This might seem silly, but did you unpair your Apple Watch from the SE you returned to Apple?

Not sure if that would have anything to do with it, but I figured I would throw it out there.
 

ghsNick

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Original poster
May 25, 2010
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This might seem silly, but did you unpair your Apple Watch from the SE you returned to Apple?

Not sure if that would have anything to do with it, but I figured I would throw it out there.
Yes...but then I paired it to my new iPhone SE (which was a backup of the old iPhone SE) and restored the Watch from the last backup.

I'm going to try to reset the watch and remove the old phone...if that works I'll have to set up the Watch as new.