A few months ago, I bought a refurbished iPhone 13 Pro through Swappie. Since then, the Apple Account on the device has become locked with the message, "This account is locked and can't be used." I contacted Apple Support several times and completed the Activation Lock removal process, providing my Swappie receipt and proof that I legitimately purchased the phone. Apple rejected the requests, apparently because they require the original retail purchase receipt from when the phone was first sold. I can't provide that because I bought the phone second-hand. I'm now stuck with a phone I paid a significant amount for but can't use normally. I haven't knowingly violated Apple's terms, so I'm looking for advice on whether Apple can resolve this or whether Swappie needs to handle it.
3 Answers
There are two separate issues here: an Apple Account being locked and Activation Lock on the iPhone. A locked account may be recoverable or replaceable with a new account, but that won’t bypass Activation Lock if Find My is still enabled. Make sure you identify exactly which message appears and whether the phone is linked to your account or a previous owner’s account.
Your best option is to contact Swappie immediately and ask them to resolve it under their return or warranty policy. If the device is still linked to someone else’s Apple Account or has Activation Lock enabled, the seller needs to remove it or replace/refund the phone. Apple generally won’t remove Activation Lock without the original retail proof of purchase.
If the Apple Account itself was locked, that usually isn’t caused simply by buying a used phone. You may be able to recover the account through Apple’s account-recovery process or create a new one. However, if you can’t sign out of the existing account and Find My is enabled, the phone will remain unusable until Activation Lock is removed.
In that case, creating a new Apple Account alone won’t fix the phone. Swappie is the party that should provide the original documentation, remove the lock, or offer a replacement or refund.
The account was locked while it was being used on this iPhone, and I can’t sign out of it. That’s why Apple is treating the device as Activation Locked, but they won’t accept the Swappie receipt as sufficient proof.