iPhone 15 activation lock: Apple not accepting proof of purchase

Apple can completely reset a device if a person can provide sufficient evidence of valid ownership. Read the requirements and steps for an Activation Lock support request at: https://al-support.apple.com/#/additional-support and links at the bottom right for the type of service requested. Apple says they “may” require "proof of purchase documentation” and that you need “proof of ownership documentation”, but does not detail what currently constitutes proof other than it “must include the product serial number, IMEI or MEID.” User reports on this community and chat with Apple indicate that typically Apple will absolutely require, and ONLY accept, an original receipt issued by Apple or an Apple Authorized Reseller. Presumably this is the only kind Apple can authenticate against fraud since Apple is not involved in third party sales. Apple recommends that you "Keep your receipt after you buy an Apple device" --> https://support.apple.com/HT202711

You do NOT have to be the “original” owner. In the case of removing the lock with the correct information, it can be anybody who knows the currently signed in account information. In the case of asking Apple to unlock it, as long as you have the original Apple receipt (which may well not have any personally identifying information on it) you are okay. Apple confirmed this in a conversation.

You’ll need a purchase receipt from Apple or an Apple authorized reseller. Your device is clearly resold. Return it or recycle it responsibly.

Limnos wrote:

User reports on this community and chat with Apple indicate that typically Apple will absolutely require, and ONLY accept, an original receipt issued by Apple or an Apple Authorized Reseller. Presumably this is the only kind Apple can authenticate against fraud since Apple is not involved in third party sales. Apple recommends that you "Keep your receipt after you buy an Apple device" --> https://support.apple.com/HT202711

The OP purchased a phone from Reebelo. That site sells "refurbished" (i.e., used iPhones), and I'm not referring to the Apple Certified Refurbished kind. So a Reebelo invoice would not be an original sales receipt.

Never buy a used iphone marked "Refurbished" because it can be anything from wiped over with silicone to unauthorised battery fiddling"

But yes on the activation lock you need to have bought it from Apple and be the first user to have activated it from new.

Your beef is with Reebelo only.

LD150 wrote:

Never buy a used iphone marked "Refurbished" because it can be anything from wiped over with silicone to unauthorised battery fiddling"

The exception to that rule would be iPhones purchased from the Certified Refurbished section of Apple's online store.

I'm guessing that the odds of buying a Certified Refurbished phone from Apple, only to discover that the phone is Activation Locked and the seller is unwilling to help, are just about NIL …

MikeC735 wrote:

...l it tried to auto-update IOS 27, during which it locked up.

Not every issue an individual encounters on their device can be attributed to an iOS update. iOS 27 or later may have coincided with what you are experiencing, but that does not mean the issue was triggered by iOS. Coincidence in timing is not, by itself, evidence of causation.

If the update itself were the root cause, then every device running that same version of iOS would exhibit the identical problem. In such a scenario, the forums would be flooded with countless posts reporting the same malfunction, creating an unmistakable wave of complaints that no one could possibly overlook.

The absence of such widespread reports strongly indicates that the issue is not a general, system-wide problem with iOS 27 or later, but rather something specific to the individual device, its configuration, installed apps, settings, hardware, or another interacting factor.

In short: iOS 27 or later may be a coincidence in timing, but there is no basis to conclude that iOS itself triggered the problem simply because the issue appeared after the update.

See what each update does: About iOS 27 Updates, About iOS 26 Updates, About iOS 18 Updates, About iOS 17 Updates, About iOS 16 Updates, About iOS 15 Updates, About iOS 14 Updates, About iOS 13 Updates, About iOS 12 Updates, and so on...

iCloud uses Apple ID credentials.

If you do not remember the Apple ID Password then follow the steps given in this Apple Article -> If you forgot your Apple ID password - Apple Support

If you do not remember the Apple ID then follow the steps given in this Apple Article -> If you forgot your Apple ID - Apple Support

If you are the owner or the owner has shared all information with you then to open Activation Lock:- If it is Activation locked, read here --> Turn off Activation Lock - Apple Support Activation Lock for iPhone, iPad, and iPod touch - Apple Support

Learn how to remove a device from a previous owner's account.

If you are not the rightful owner of this iPhone and do not possess the associated Apple ID and password, there is absolutely no way to gain access to the device. Apple’s security framework is designed to prevent unauthorized use, so the only circumstance in which you could unlock the phone is if the original owner willingly provides their credentials. In rare cases, access might become possible if the owner unintentionally removes the device from their Apple ID account, but this is purely accidental and not something you can rely on. In essence, without the Apple ID and password, the iPhone remains permanently tied to its legitimate owner.

Servant of Cats wrote:

Limnos wrote:

User reports on this community and chat with Apple indicate that typically Apple will absolutely require, and ONLY accept, an original receipt issued by Apple or an Apple Authorized Reseller. Presumably this is the only kind Apple can authenticate against fraud since Apple is not involved in third party sales. Apple recommends that you "Keep your receipt after you buy an Apple device" --> https://support.apple.com/HT202711

The OP purchased a phone from Reebelo. That site sells "refurbished" (i.e., used iPhones), and I'm not referring to the Apple Certified Refurbished kind. So a Reebelo invoice would not be an original sales receipt.

Correct, nor did I imply a Reebelo invoice would be acceptable. Quite the contrary, I said, "an original receipt issued by Apple or an Apple Authorized Reseller." Since I am not familiar with all the resellers in the world then I leave it up to the OP to determine if their reseller is authorized by Apple. I was simply stating what Apple would accept.

Servant of Cats wrote:

LD150 wrote:

Never buy a used iphone marked "Refurbished" because it can be anything from wiped over with silicone to unauthorised battery fiddling"

The exception to that rule would be iPhones purchased from the Certified Refurbished section of Apple's online store.

https://discussions.apple.com/content/attachment/b2e9069a-30a9-4335-99fb-c94afe02f2e3

I'm guessing that the odds of buying a Certified Refurbished phone from Apple, only to discover that the phone is Activation Locked and the seller is unwilling to help, are just about NIL …

That's why I said "Used" as was the case here. Apples refurbs are re-manufactured.