User level: Level 1 (4 points)My daughter was deceived and asked to sign in to a different iCloud account on her phone. Afterward, they changed the password and are now demanding money. We submitted a request to support, but they refused to help us regain access to the phone. What should we do? How can we get the phone back?
Posted on Nov 9, 2026 9:24 AM
User level: Level 10 (462,771 points)Nov 9, 2026 9:32 AM in response to lalaminika
Unless the scammer was not very smart the device is unfortunately lost to your daughter.
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
Note that the device cannot have Lost Mode set on it or be a managed device. If your device has been taken over by you having entered a scammer’s Account then the scammer has likely set Lost Mode and the device is lost to you.
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.
User level: Level 10 (169,253 points)Nov 9, 2026 10:42 AM in response to lalaminika
lalaminika wrote:
My daughter was deceived and asked to sign in to a different iCloud account on her phone. Afterward, they changed the password and are now demanding money. We submitted a request to support, but they refused to help us regain access to the phone. What should we do? How can we get the phone back?
Your daughter irrevocably gave away her iPhone, and quite possibly some of her data.
That transfer of ownership is not recoverable.
The scammers will have marked the phone as lost, and that ends any possibility of wresting back ownership.
Get her a feature phone for a while.
Or if you do decide to replace with another iPhone, enable parental controls and disable account logout.
User level: Level 2 (236 points)Nov 9, 2026 10:47 AM in response to lalaminika
To add to the excellent responses from Limnos and Servant of Cats, please do not pay the scammers. Paying them will not unlock the device and will only lead to further demands for money. I am so sorry your family is dealing with this stressful situation. Scams like this are unfortunately very convincing, so please don't be too hard on yourselves.
User level: Level 9 (55,707 points)Nov 9, 2026 10:35 AM in response to lalaminika
lalaminika wrote:
My daughter was deceived and asked to sign in to a different iCloud account on her phone. Afterward, they changed the password and are now demanding money. We submitted a request to support, but they refused to help us regain access to the phone. What should we do? How can we get the phone back?
Your daughter made a horrible mistake. You probably cannot get the phone back. Worse, when your daughter logged into the scammer's Apple Account, that may have caused data on her phone to be synchronized to, or backed up to, the scammer's Apple Account – exposing her data to the scammer.
Originally posted at discussions.apple.com/thread/256391454