Apple Vision pro activation lock

Question

Level 1

4 points

Apple Vision pro activation lock

Hello,

I purchased Apple Vision Pro, but unfortunately, the previous owner passed away and didn’t log out of their account.

I have the activation password, so I can almost fully use the device. I’ve set up my own account for the App Store and purchases. However, I still cannot log out of the previous account.

I have the box with the matching serial number, but I don’t have the original receipt. The family of the deceased owner couldn’t find it. Additionally, they don’t know the Apple ID password or the phone number the device was linked to.

Apple Support refused to help me without the receipt, even though I sent them proof that I own the device. I even recorded a video showing that with Optic ID, the glasses attempt to log in to iCloud.com, but after successful eye verification, nothing happens.

I made a backup using the iMazing app. In the backup, I found an encrypted password hash, but it’s too complex to decrypt.

Here is my question: if I perform a data wipe on the glasses using the iMazing program, will that solve my problem?

And one more question: does anyone know how I can contact Apple Support to speak with a live person instead of bots?

Thank you!

Apple Vision Pro, visionOS 2

Posted on Dec 25, 2024 8:56 AM

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Answer 1

Igor_Krutoy Author

Level 1

4 points

Dec 28, 2024 5:56 PM in response to Rudegar

Hello!

Thank you for your response and for providing the link to Apple’s documentation. Unfortunately, I have already tried all the suggested methods, as expected. Without the Apple ID password of the previous owner, it is impossible to disable Activation Lock.

The situation is critical: the device belongs to me, and I have proof of purchase (screenshots of the money transfer to the seller and full transaction details). However, I cannot use it because Apple essentially does not believe that I legally purchased the device. To make matters worse, the seller has passed away, and I have no way to contact them.

I feel trapped in a system where I cannot prove ownership because of the company’s policies. This is incredibly frustrating because I fully paid for the device, and now it just sits unused.

I am urgently requesting that someone from Apple Support contacts me directly to resolve this issue. It is becoming increasingly difficult to remain calm, as I cannot use a device for which I paid a significant amount of money. I hope for understanding and a more human approach from the company.

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Answer 2

Mac Jim ID

Level 7

31,133 points

Dec 28, 2024 6:22 PM in response to Igor_Krutoy

It is the family members that must remove the Activation Lock from the deceased person with supporting documentation that may include court records.

How to request access to a deceased family member’s Apple Account - Apple Support

Unfortunately having proof of purchase from a third party does not qualify for the original documentation from Apple or Authorized Apple seller. These requirements are simply the result of bad actors gaming the system as anyone can create a purchase receipt and there is no wiggle room. Everyone thinks their case is unique and that is where companies get in trouble by not following the strict requirements.

You are going to have to figure out how to track down the family member or person that sold the device to you, Apple is not going to do that, and they will need to remove the lock with the information provided. A device locked to another person is not sellable and has zero value, that is where you would have to done the due diligence to reset the device before the purchase.

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Answer 3

Rudegar

Level 10

175,104 points

Dec 29, 2024 1:49 AM in response to Igor_Krutoy

these forums are user helping other users like yourself, it's sort of going

to a physical apple store and asking other customers there advice

if you need apple official support you should try

Get

Support (apple.com)

And

or

Contact

- Official Apple Support

And

or

Contact - How to Contact Us - Apple

Or

Genius

Bar Reservation and Apple Support Options - Apple

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Answer 4

Rudegar

Level 10

175,104 points

Dec 31, 2024 12:54 AM in response to Igor_Krutoy

as stated we are users like yourself without any work relations with apple

if the previous owner was a relative of yours you can try reading

How to request access to a deceased family member’s Apple Account - Apple Support

otherwise non of us in these user helping other users with tech questions can be of any help to you

only the various blue links in this thread can help you.

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Answer 5

Mac Jim ID

Level 7

31,133 points

Dec 31, 2024 6:03 AM in response to Igor_Krutoy

The fact that the previous owner has passed away is actually irrelevant. What you have is a device that was purchased used with no way to contact the original owner and is currently locked. That literally is the same scenario that plays out every day for people who purchase used devices and then find out they are locked to the original owner and they can no longer contact the seller. Purchasing a used device from anyone with no way to return it should NEVER be done.

There is no way to remove the Activation Lock for any device without the original purchase receipt from Apple or Authorized Apple seller. The deceased family member is the one exception that applies only to the family members. Having a third party receipt will do no good, I could print one of those out. The original packaging and matching serial number doesn't prove anything.

To remove the Activation Lock you are going to need the Original Purchase receipt from Apple or Authorized Apple seller and you can then remove the lock here:

How to remove Activation Lock - Apple Support

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Answer 6

Igor_Krutoy Author

Level 1

4 points

Dec 30, 2024 10:04 PM in response to Mac Jim ID

Let me explain my situation again:

I purchased a used Apple Vision Pro device. The previous owner has unfortunately passed away, leaving the device locked to their Apple ID. I have no access to their credentials, but I do have proof of purchase and full possession of the device, including its original packaging and matching serial numbers. Yet, I am now stuck with an expensive device I cannot use, not because of theft, but due to policies that lack flexibility for such unique cases.

I kindly ask to suggest real solutions to this problem.

[Edited by Moderator]

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Answer 7

Rudegar

Level 10

175,104 points

Dec 25, 2024 2:35 PM in response to Igor_Krutoy

try

About Activation Lock on Apple Vision Pro - Apple Support

more

Apple Vision pro activation lock - Google-

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