An important note regarding Apple Activation Lock:
Please make sure that Activation Lock is removed/bypassed when retrieving devices to allwhere storage. We'd love to help, but allwhere cannot remove Activation Lock. Activation Locked devices will be shipped back to you or (if preferred) destroyed at the cost to your organization. See our FAQ below for more details on Activation Lock.
What is an Activation Lock?
Activation Lock is a program from Apple that deters device theft and helps keep a user's data secure if it is stolen. “When Activation Lock is enabled, it makes it difficult for someone else to use or sell an iPhone, iPad, Mac, or Apple Watch. Managing Activation Lock with an MDM solution lets your organization benefit from its theft-deterrent functionality while simultaneously providing you the ability to turn off Activation Lock for devices your organization owns” (apple.com).
Note: Users often refer to Activation Lock as “Apple ID” or “iCloud” lock. Activation Lock should not be confused with MDM locks where the organization locks the device from their MDM solution. In the case of an MDM lock, your organization can provide a pin code for allwhere to remove the lock and proceed with wiping procedures.
To read more, click this link to visit Apple’s Support Page regarding Activation Lock.
What steps can my organization take to bypass an Activation Lock?
If the device is supervised and enrolled in your organization's MDM (mobile device management) there is a chance your can provide allwhere an activation lock bypass code that will allow us to override the Activation Lock and proceed with our wiping procedure. Please refer to your MDM's knowledge base on how to set this up and how to find the bypass codes. You can reach out to our support team at hello@allwhere.co on how to provide these codes to our team (please reference your order number).
If you do not have this set up, Apple has a comprehensive guide providing steps your organization can take with the previous owner of the device. Follow this link to learn more about initial steps that can be attempted.
If allwhere is unable to unlock the device, we will either return the device to your organization or (if requested/preferred) destroy the device at the cost to your organization.
Can allwhere contact the previous user to gather the password?
In order to maintain data privacy, and due to the sensitive nature of Apple ID information, allwhere is unable to gather personal user information or required passwords to remove an Activation Lock on behalf of an organization.
Can Apple remove the Activation Lock?
Generally, yes! Apple allows the original purchaser of a device to submit a support request for review. This process is lengthy and requires proof of original purchase (i.e. receipt with the device’s matching serial number). We are happy to provide this documentation if allwhere was involved in the original procurement process.
If you need help removing Activation Lock and have proof of purchase documentation, you can start an Activation Lock support request with Apple by following this link.