Our Community Forum will be shutting down on June 27, 2024. Please visit att.com/support for all your support needs.
The new iPad Pro & iPad Air!
Usmcxfink's profile

New Member

 • 

2 Messages

Tuesday, April 18th, 2023 10:16 AM

Activation Lock

I am stuck in activation lock. It is my IPhone, I bought it through ATT as an upgrade. I have been hung up on well over 10 times, and no one seems to be able to help me find the paperwork I need. It’s my account, I pay the bill, I bought the phone, but apple needs proof of purchase. How would i go about acquiring proof of purchase that includes a serial number or IMEI of the device with the issue? Any help would be appreciated. I have even looked at the billing invoice and it has no identifying information besides the color and model of the iPhone, which is not enough to prove the phone that is stuck in activation lock, is mine. I bought it Jan of 22’ and I don’t have the original receipt, but i do have the original box, however nothing is being accepted. I have had a paperweight that I’m paying payments on for two months, and I can’t even use the dang thing.

I went into my local ATT store and they literally told me there is nothing they can do to help me. They don’t see it in the system because it was an upgrade so they don’t have any guidance for me. Very poor customer service and very poor attitudes in Litchfield. 

Any help would be greatly appreciated.

Thanks

Accepted Solution

ACE - Sage

 • 

118.3K Messages

1 year ago

To get the original purchase receipt you have to either go to the physical store where the phone was purchased, or , If the phone was ordered online you must call AT&T and request a reprint of your original purchase receipt.

  

New Member

 • 

2 Messages

1 year ago

I have done this more times than i can count. Everyone ends up hanging up on me, or trying to transfer me to someone else. Thanks though. Ill try again, i guess.

ACE - Sage

 • 

118.3K Messages

1 year ago

If you're hitting the wall you can file a better business bureau complaint online. The complaint is forwarded to AT&T upper Management and someone will contact you. Apparently they can't call you so please provide another method of contact

ACE - Expert

 • 

64.7K Messages

1 year ago

I bought it Jan of 22’

I hope you meant Jan of 23. I’m not understanding how a new phone even has an activation lock. I presume that means ATT failed to report the imei as sold.

Community Support

 • 

232.9K Messages

1 year ago

We want to point you in the right direction so that you can get the information you need to get the Activation lock removed Usmcxfink.

 

As @formerlyknownas stated if you upgraded your device at an AT&T store you need to go back to the store of purchase to get the original purchase receipt. If the phone was ordered online you must request a reprint of your original purchase receipt, and we can help you with. 

  • How did you upgrade your device? This is so that we can point you in the right direction to obtain your original receipt of purchase.

We're watiting on your response. 

 

Marilyn, AT&T Community Specialist

1 Message

3 months ago

I am dealing with this same situation. Please help. I have submitted the request to apple twice for removal and they keep denying me. My mother purchased it on her account. She sent me screenshots of the receipt and that’s what I use for my proof of purchase but I do put my name for the person requesting the removal. Any advice? Why am I getting denied? What can I do? 

ACE - Sage

 • 

118.3K Messages

3 months ago

@BGoldsby0630 

Where did mom buy the phone?  Did she purchase it directly from Apple? Or from AT&T?

In order to get Apple to remove an activation lock that you put on the phone and now cannot remove, you have to provide Apple with the original proof of purchase proving that the device is yours and you have the right to remove the activation lock.

If this is the second hand phone, and you do not have access to an original purchase receipt, Apple's not going to help you.  Since your mother is the one who purchased the phone, her purchase receipt Will get assistance *for her*

     Has she contacted Apple with her receipt ?

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.