I sold an iPad Air 4, but the buyer returned it because it would not stay powered on. They tried to erase it, but the process apparently did not finish, and their data and Apple Account are still on the device. The buyer says they remotely removed the iPad from their account, yet the iPad still asks for their Apple Account password and Find My says their permission is required to erase it.
The iPad stays on for only about 35–40 seconds at a time, although I managed to connect it to Wi‑Fi. The previous owner is cooperating, and we may arrange a video call so they can help if needed. I refunded the purchase and need to have the iPad fully released before sending it to Apple for battery repair.
Is there a reliable way to check whether Activation Lock has actually been removed from Apple's servers? If I restore the iPad from a computer, will the setup screen definitively show whether it is still locked?
4 Answers
Since the iPad was sold and then returned, keep the sale and refund records. If the previous owner cannot remove the lock, Apple Support may be able to confirm what documentation they need for service, but an online marketplace receipt may not count as original proof of purchase. The decisive check is still the post-restore setup process: an Activation Lock request means it remains linked to the previous account.
The most reliable test is to put the iPad into recovery mode and restore it with a Mac or PC. The short battery life should not matter much as long as it remains connected to the computer and has enough power. After the restore, begin setup while connected to Wi‑Fi. If Activation Lock is still enabled, setup will stop and request the previous owner’s Apple Account credentials. If it reaches the normal language, region, Wi‑Fi, and new-user setup screens without asking for that account, the lock has been removed.
The previous owner needs to remove the iPad from Find My, not merely remove it from a device list or erase it remotely. They can sign in to their Apple Account, open Find My, select the iPad, erase it if necessary, and then choose the option to remove it from the account. Once that is done, restoring the iPad should complete the process. You should not need to retain or receive their password if they perform the removal themselves.
If the iPad still boots far enough to show the former owner’s account or repeatedly asks for its password, assume the release has not been completed yet. A computer restore is the practical next step, but make sure any important data is dealt with first because restoring will erase the device. Apple cannot normally bypass Activation Lock; they may ask for acceptable original proof of purchase before servicing it.
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