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I want to enter a new user & password on my Apple I-phone…

Customer Question
I want to enter...

I want to enter a new user & password ***** my Apple I-phone serial #358607071804835

Technician's Assistant: When did you last change your password ***** Apple ID?

24/05/2017

Technician's Assistant: Did you try resetting through Apple's online account reset tool?

Yes, but I get lost and confused because of age and limited computing skills

Technician's Assistant: Anything else you want the Mac Expert to know before I connect you?

My mobile # is(###) ###-####and my current mobility account is with Virgin Mobile account ####-##-#### My Email is:***@******.***

Submitted: 3 months ago.Category: Smartphones
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Answered in 27 minutes by:
3/24/2018
Technician: Samuel White, Tech Expert replied 3 months ago
Samuel White
Samuel White, Tech Expert
Category: Smartphones
Satisfied Customers: 510
Experience: Verizon Tech Manager multi-unit
Verified

Is the phone already reset?

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Customer reply replied 3 months ago
no
Customer reply replied 3 months ago
It shows activation lock screen
Technician: Samuel White, Tech Expert replied 3 months ago

Ok this means the phone is locked still under your old ID and password. You have to enter that to unlock the phone.

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Customer reply replied 3 months ago
I have no record that and that is where I sit frustrated.
Technician: Samuel White, Tech Expert replied 3 months ago

It is an anti-theft so there is no workaround. There is a team Apple has that can reset the antitheft but it requires documents like the original proof of purchase and others.

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Customer reply replied 3 months ago
I can provide this but I need time to pick up my wife. I want to continue later today.Barrie
Technician: Samuel White, Tech Expert replied 3 months ago

No problem. If you were the original purchaser of the iPhone you could either to an Apple Store (make a Genius Bar appointment if you do) or by contacting iTunes Support online (http://www.apple.com/support/itunes/contact/) they can remove the iPhone from the account - they are likely to want to see proof of ownership before they might help e.g. original receipt with the serial number on it

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Technician: Samuel White, Tech Expert replied 3 months ago

Is there any other help you need? If not please rate so I can close this request! Thanks so much!

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Samuel White
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Samuel White, Tech Expert
Category: Smartphones
Satisfied Customers: 510
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Experience: Verizon Tech Manager multi-unit

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