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Nigg70
User level: Level 1 (4 points)

How to reset iPads with unknown trusted phone number and transfer to a new Apple ID?

Our company has a number of iPads that were setup using a shared mailbox (which I can now access) but also a phone number was entered as a trusted number. Someone has at some point changed the password which we do not have and have no idea whose phone number it was or what it was. How would I be able to reset these iPads and transfer them over to the account I have created for our sites 60+ iPads without knowing or having access to the phone number?


Thanks


[Re-Titled by Moderator]

Original Title: Changing Apple IDs or reseting the password without knowing or having access to the trusted phone number.


Posted on Sep 16, 2026 7:10 AM

4 replies

Ingo2711
User level: Level 10 (93,009 points)

Sep 16, 2026 7:17 AM in response to Nigg70

If you have proof of purchase, as explained in this article, contact the official Apple Support.


There are a few requirements before your contact them:

...

You must be the owner of the device.

Apple may require proof of purchase. Proof of ownership must include the product serial number, IMEI or MEID.


Your data on the device will be erased.

If Apple unlocks Activation Lock on your device, all files and data stored on your device will be permanently erased. Please note, restoring your device from a local backup will re-enable Activation Lock.


We can’t unlock a managed device.

If your device is owned by a business or educational institution, please contact your IT department or manager. We also do not accept bulk requests.


Your device must not be in Lost Mode.

...

copied from: Additional Support - Activation Lock


But maybe you should contact the official Apple Support about that, since they can look directly into your personal settings and data from their side, to find a solution:

Contact Apple Support - Apple Support

Ingo2711
User level: Level 10 (93,009 points)

Sep 16, 2026 11:51 AM in response to Nigg70

If there is anything which can be done to unlock those older iPads for the use with a new Apple Account, the official Apple Support should be able to tell you exactly what they need as proof.


Nigg70 Author
User level: Level 1 (4 points)

Sep 16, 2026 8:20 AM in response to Nigg70

I am the IT department. These were bought over a number of years and a lot of them are out of warranty. They were bulk bought at retail and I am unable to get any proof of purchase nevermind for specific devices. All of our companys' bought this year I have control over and the serial numbers plus they are registered via Intune for company traceability. However ones purchased previous to me starting are not.

olaniran257
User level: Level 1 (12 points)

Sep 16, 2026 9:00 AM in response to Nigg70

Yes

Originally posted at discussions.apple.com/thread/256358193