Does the seller need the phone to remove it?

No. They can do it from any computer or another device by signing in to their Apple account. The phone only needs to be switched on and connected to Wi-Fi or mobile data afterwards so it can pick up the change.

The seller says they’ve removed it, but my iPhone still asks. Why?

Restart the phone and connect it to Wi-Fi, then go through setup again. It can take a few minutes to catch up. If it still asks, ask the seller to check the phone is gone from the device list on their Apple account, not only switched off in Find My.

Can I just give the seller my phone’s details and let them sort it out?

You don’t need to hand over anything personal. The seller only needs to know which phone it is, and the serial number or IMEI from the setup screen is enough for them to pick it out of their list.

Is it safe to send the seller my IMEI?

Yes. The IMEI identifies the phone, not you. It doesn’t give anyone access to the phone or to your accounts.

What if the phone has been reported lost or stolen?

Then it shouldn’t be used, and nobody should help you get around that, including us. Stop setting it up, ask the seller or platform for your money back, and report it to the police if you think it was stolen.

Will a factory reset remove the Apple ID?

No. Activation Lock is held on Apple’s side, not stored on the phone, so it comes straight back after a reset. Only the account holder removing it, or Apple, can clear it.

Guide

Bought a used iPhone that’s still linked to someone’s Apple ID?

What to do when the seller forgot to remove it, step by step, starting with the free options.

6 minute read Facts checked 25 October 2026

Rather not do it yourself? Let us handle it.

Type in the IMEI and we check the iPhone first. If Apple ID lock removal applies to it, we take on the request and keep you updated until it’s done.

We check the phone first: whether Activation Lock is on, and whether it’s been reported lost or stolen.
No chasing a seller who has gone quiet, and no back and forth with Apple support.
You send your proof of purchase and photo ID to us once, and we handle the rest.
We keep you updated by email at every step.
If we try and it can’t be done, the full fix fee becomes store credit.

Enter your IMEI number

It’s a 15-digit number. You can find it in Settings › General › About, or by dialling *#06#.

Where do I find my IMEI?

$9.99

Paid once. You won’t pay anything else unless you choose a fix.

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The check costs $9.99. If the fix applies to your phone, it’s $49.99, and you choose whether to go ahead after you’ve seen your results.

You’ve bought a second-hand iPhone, switched it on, and instead of the usual setup screens it wants the last owner’s Apple ID password. Sometimes it says “iPhone Locked to Owner”. This happens a lot, and it usually isn’t a scam. Most sellers simply forget to sign out before they post the phone.

The good news is that the quickest fix is free and takes the seller a couple of minutes. This guide goes through what to do, in the order most likely to work.

First, check which lock it is

Not every locked screen means the same thing, and the next step depends on which one you have.

It asks for an Apple ID and password, or says “iPhone Locked to Owner”. This is Activation Lock, from the previous owner’s Find My setting. The rest of this guide is about this one.
It says “Remote Management” and names a company or school. The phone belongs to an organisation. Only that organisation can release it, so the seller needs to ask them.
It only asks for a passcode to unlock the screen. That’s the screen lock, not the Apple ID. It can be erased with a computer, but the Apple ID lock may appear after that.

If you’re not sure, our guide to what “iPhone Locked to Owner” means shows each screen in more detail.

Doing it yourself, or letting us handle it

Doing it yourself

Message the seller, explain the problem and send them the steps for removing the phone at iCloud.com. Plenty of people don’t know how, so expect some back and forth.
Wait. Sellers often take days to reply, and some never do.
If they’ve gone quiet, gather your evidence: the listing, your messages, the payment record and the IMEI.
Open a case with the marketplace, PayPal or your card provider. You have to act inside their time limits, and a decision can take weeks.
Apple will only look at a request if you can get the original shop receipt showing the serial number or IMEI, which a private buyer rarely has.
Keep the phone switched off and unused until it’s sorted, in case it has to go back.

Letting us handle it

Type in the IMEI and pay for the check.
See your results straight away, with the fix and its price if one applies.
Choose the fix, send your documents once, and we take it from there.

Let us handle it

Ask the seller to remove it

This is the fix that works most often. The seller doesn’t need the phone back. They can release it from any computer, tablet or other phone by signing in to their own Apple account.

Find the phone’s details

On the locked screen, tap the small “i” in the corner. Note down the serial number or IMEI so the seller can find the right phone in their list.
Send the seller a short message

Be friendly and specific. There’s a message below you can copy.
The seller removes it from their account

They sign in at icloud.com, open Find Devices, choose the phone, and remove it from their account. They should also check it no longer appears in the device list in their Apple account settings.
Restart the phone and set it up

Connect to Wi-Fi and go through setup again. It can take a few minutes to catch up. Once it lets you through, you can sign in with your own Apple ID.

A message you can send

Hi, I’ve received the iPhone, thanks. It’s still linked to your Apple ID, so I can’t set it up. Could you sign in at icloud.com, go to Find Devices, select the phone and remove it from your account? You don’t need the phone to do it. Its serial number is [serial number]. Thanks very much.

Keep the conversation in writing, in the marketplace app or by email, rather than on the phone. If you need to ask for a refund later, a written record helps.

If the seller offers to “unlock it remotely” by asking for your own passwords or for an app to be installed, say no. They only need their own account to fix this.

If you bought it from a shop

If you bought from a business, such as a phone shop, a refurbisher or a trader selling online, go back to them first. A phone you can’t set up isn’t fit to use, and a business should put that right.

In the UK, the Consumer Rights Act 2015 says goods bought from a business must be as described and fit for purpose. If they aren’t, you normally have 30 days to reject them for a full refund. In the US, start with the seller’s return policy, and your state’s consumer protection office can tell you more.

This applies to businesses. Private sellers aren’t covered in the same way, which is why the next section matters if you bought from an individual.

This is general information, not legal advice. Citizens Advice in the UK, or your state consumer office in the US, can help with your situation.

If you paid through a marketplace or by card

If the seller won’t help, the way you paid may give you a way to get your money back. Act quickly, because every one of these has a time limit, often a matter of weeks.

eBay. Its Money Back Guarantee covers items that don’t match the listing. A phone you can’t set up is worth reporting through the “I didn’t get what I ordered” or return options in your order.
PayPal. Buyer Protection can cover goods that are significantly not as described, but only if you paid as “goods and services”, not by sending money to friends and family.
Facebook Marketplace. Purchase protection only applies if you paid through Facebook’s own checkout. A cash or bank transfer sale arranged on Marketplace isn’t covered.
Debit or credit card. Your bank may be able to reverse the payment through a chargeback. In the UK, if you paid between £100 and £30,000 on a credit card, Section 75 can make the card company jointly responsible with the seller.

When you make a claim, explain plainly that the phone is still locked to the seller’s Apple ID and can’t be used. Include screenshots of the locked screen and your messages with the seller.

If the seller has gone quiet

Give them a day or two. People are busy, and many will sort it out once they see the message. If they don’t reply, or they ask for more money before they’ll remove it, report them on the platform you bought through and start a claim as above.

If you think the phone was stolen

Stop trying to set it up. A phone reported lost or stolen shouldn’t be used, and we won’t help anyone get around that.

In England, Wales and Northern Ireland, report fraud to Report Fraud at reportfraud.police.uk. In Scotland, call Police Scotland on 101. Contact the police too if you think the phone itself was stolen. In the US, contact your local police, and you can report the seller to the FTC at reportfraud.ftc.gov.

If you want to know for sure before you decide, our check shows whether the phone has been reported. You can read more on our page about phones that say they’re blocked.

Can Apple remove it?

Apple has its own Activation Lock support request, which you start at al-support.apple.com. In practice it usually wants the original proof of purchase from the shop or network that first sold the phone, showing the serial number or IMEI, and replies often take a week or more. A receipt from a private sale, or a screenshot of a marketplace listing, often isn’t enough.

If the shop you bought from was the original seller, or you can get the original receipt from the seller, it’s worth asking Apple. Otherwise the seller removing it is a much more likely route.

Where our check can help

If you’re not sure what you’re dealing with, our phone check tells you. You type in the IMEI and we look up which lock is on the phone, whether it’s been reported lost or stolen, and whether it’s managed by an organisation. Each of those needs a different next step, so it’s worth knowing which one you have before you spend more time or money.

Where we can help with an Apple ID lock, we tell you after the check, with the price, before you pay anything more. We ask everyone to show the phone is theirs first, with a receipt and photo ID. We can’t promise a result for every phone, and we never offer a fix for a phone that’s been reported lost or stolen.

You can find your IMEI on the locked screen by tapping the “i”. Our step-by-step IMEI guide shows where else to look. To understand what genuine services can and can’t do, read Activation Lock removal, honestly, and if you’re about to buy another phone, see how to check one before you buy.

More help for this problem is on our locked out of your iPhone page.