ipad air 2 disabled can't get back in

[lan101]

Customer with ipad air 2. We did the restore through itunes. At the point where it needs to sign in to the apple id again. It will not allow it. I've signed into apple id on a regular web browser so I know the id and password are correct.

It just says incorrect apple id...cannot be used to unlock this ipad.

After doing google searching it sounds like this happens frequently.

I'm not sure 100 percent sure how this happened but she claimed that after a software update she had to login and I believe she just incorrectly put it in too many times and it disabled.

Thanks for any help,

Landon

 

[Markverhyden]

Do you know for a fact that she is the original owner? Receipt from a known Apple retailer?

 

[lan101]

It's just as likely that she created a new Apple ID at this point and then promptly forgot all about it. Your next step is to search her other devices and computers for email addresses that she rarely uses, especially <anything>@icloud.com accounts. The odds are overwhelming that one of these is the Apple ID you need.

BTDT far too many times.

I spoke to her about that and she claims she didn't but I will check on the computer for any other login possibilities.

Thank you.

 

[lan101]

Do you know for a fact that she is the original owner? Receipt from a known Apple retailer?

It was a gift for Christmas and the daughter helped set it up. It was purchased new through Amazon.

 

[Markverhyden]

It was a gift for Christmas and the daughter helped set it up. It was purchased new through Amazon.

Purchasing from Amazon does not mean it was a new device from an Apple authorized retailer. Given the symptoms you described it sounds like it might be a used device registered in another ID. Find out who the vendor was.

 

[NviGate Systems]

If you finish the setup on the iPad itself it will give you a clue as to what Apple ID was used. It will say login with x••••••@icloud.com or something like that. If it doesn't match her iCloud info, then perhaps a different one was used or the device may not have had a clear history.

Now if the iPad was 100% sold as new, you can print the Amazon order and see if Apple will reset it for you.

 

[lan101]

Yeah that's the point I'm stuck at where it gives a clue what the id was. We are definitely entering that correctly, so only thing I can think of is some sort of icloud mixup possibly. Gives me more reason why I hate apple these days lmao

 

[lan101]

I can login to her apple id from her laptop or my computer fine. It's just the ipad refuses to take it for some bizarre reason. I even removed the device in the apple id settings to see if that would change it....same results doing that too.

 

[cyabro]

Did you see for yourself the Apple ID on the device before the reset?
During the setup activation you will only be able to see a partial email address, and while it may look like it matches what you are using you might find that in fact the user had a slightly different Apple ID on the device.
We've had this a few times from customers that say their Apple ID is: user1234@gmail.com, and the partial email on the activation screen shows: u*****@g*****.com, so you think it is the correct one.
Turns out they actually used: user2345@gmail.com!

 

[lan101]

Did you see for yourself the Apple ID on the device before the reset?
During the setup activation you will only be able to see a partial email address, and while it may look like it matches what you are using you might find that in fact the user had a slightly different Apple ID on the device.
We've had this a few times from customers that say their Apple ID is: user1234@gmail.com, and the partial email on the activation screen shows: u*****@g*****.com, so you think it is the correct one.
Turns out they actually used: user2345@gmail.com!

Unfortunately I didn't see it before it was disabled. I understand what you are saying. I asked about that multiple times and checked all over the computer and it's the only email address I could find. I'm sending her to the apple store on this one. I will certainly report back if there's anything that would help us in the future. I'm guessing apple has some way to reset it without the id information. It's under warranty still so if not, I don't know if they'll replace it or what will happen.

 

[cyabro]

Unfortunately I didn't see it before it was disabled. I understand what you are saying. I asked about that multiple times and checked all over the computer and it's the only email address I could find. I'm sending her to the apple store on this one. I will certainly report back if there's anything that would help us in the future. I'm guessing apple has some way to reset it without the id information. It's under warranty still so if not, I don't know if they'll replace it or what will happen.

Well they should still have their proof of purchase then, if it's not that old, or at least be able to get a copy from where they purchased it.
Apple can remove the iCloud activation lock for them but they do require that proof of purchase before they will do that.

 

[Markverhyden]

Well they should still have their proof of purchase then, if it's not that old, or at least be able to get a copy from where they purchased it.
Apple can remove the iCloud activation lock for them but they do require that proof of purchase before they will do that.

But just a sales receipt will not solve the problem if the unit had been registered under another name. Now if it had been through an authorized reseller it could still be saved. Of course they can kick it back to Amazon claiming that it might be stolen property.

 

[Krynn72]

It was a gift for Christmas and the daughter helped set it up. It was purchased new through Amazon.

Did you try the daughter's apple id? Or ask her if she remembers what the ID was that she originally used?

 

[lan101]

Everything was clearly written down and well laid out. She had the answers to all the security questions and everything. It was all correct because we logged into it from multiple computers. In this case I really don't believe any other possible ID was used. She swears up and down that she just entered the password incorrectly (or id incorrectly) like 3 or 4 times and then it became disabled.

And it was just setup like the week of Christmas, so that's still pretty fresh. If it was 3 or 4 years old I think it'd be more likely that someone forgot what they used for an original signin. Definitely bizarre. Thank you for all the suggestions. I will definitely keep checking and post an update to the situation.

 

[lan101]

Best buy was able to fix this for 40 dollars. No idea what they did and customer didn't get much info. They asked for passwords and what not but so did I, so guess I'll never know