Ask HN: Locked Out of New, Unregistered iPad

[another_ian]

Our machinist at work just bought an iPad and was having some troubles getting it setup, so he asked me for help. He was attempting to verify his phone number to create an account for the device, but kept getting a "cannot communicate with apple servers" error. I tried to start the account creation procedure from scratch but got the same error message - at that point, I (apparently) made a serious mistake and restarted the device.

Now he can't log into the device. The password he has doesn't work and it won't accept his finger print for the initial login. He purchased the device at Best Buy, and they won't take it back because its locked. He has called Apple and they couldn't help him. I can get the device into it's recovery mode as per https://support.apple.com/en-us/118430 but I can't get my PCs to recognize it through iTunes or the Apple Devices app. I assume this is because I'm not logged in to the correct Apple account, but the device itself doesn't have _any_ account associated with it.

Do I have any other options? Feel like I just bricked a brand new iPad by restarting it.

[NetworkPerson]

I’ve seen a few locked iPads go through my office (MSP). In every case that the client could produce the original purchase receipt, Apple was fine working with us to remove an activation lock. Get the BestBuy receipt, tell Apple you’re locked out but can prove it’s yours, and you should be fine.

[another_ian → NetworkPerson]

I will have to get him over to the Apple store with the Best Buy receipt then, thank you for that info.

[coisasdavida → another_ian]

Activation Lock is never dealt at Store level. There is a website specifically for this and the customer should start the procedure online.

[coisasdavida → coisasdavida]

Start a request at the end of this page, https://support.apple.com/en-us/108934, if it gets that far, but I would exhaust all options first.

Should look into account password first. If he has started account recovery, Activation Lock removal will fail.

[coisasdavida]

iTunes does not need to logged in to correct account to erase the iPad, for example. The iPad needs to be in Recovery Mode (showing a USB cable on its screen).

After you get into Recovery Mode and erase the iPad, it will reboot and be in Activation Lock with his account. Apple Support should be able to guide you on how to send the Best Buy receipt if you are unable to get thru Activation Lock.

But go to https://appleid.apple.com/ and check if his account can accessed with the info he provided so far.

[another_ian → coisasdavida]

Hrm, I don't know why I wasn't able to see the device through either app if that is the case, because the iPad was definitely in it's recovery mode (and displaying the black screen with the usb cable).

What account is his account here though? He was in the process of setting up a brand new account on the device and we weren't able to make it through that process before I restarted it.

[coisasdavida → another_ian]

If restarting didn't take you back to the "Welcome" screen, the account was created, I suppose. Did he prompted for activation lock?