iPhone 13 mini Activation Lock removal due to hacking

Question

Level 1

4 points

iPhone 13 mini Activation Lock removal due to hacking

Hello Apple Community and Apple Support Team,

My name is Denis Fertik, and I live in Kazakhstan.

I am the original owner of an iPhone 13 mini (Serial Number: DY****F6J), purchased on July 17, 2023.

The phone was bought for my daughter Milana, and the Apple ID was created in her name (it started with m.......@icloud.com).

Recently, this Apple ID was **hacked**, and the attackers completely locked the device using Activation Lock.

Shortly after that, I received a threatening message in **Telegram** from someone claiming to control the iPhone and demanding money to unlock it.

Here’s part of the message (translated from Russian):

> “This iPhone 13 is fully under my control.

> I can erase all data, set an unbreakable password, or brick your phone.

> You can pay me or throw it away. Contact @scr_unlock.”

This is clearly **extortion and criminal hacking**.

I submitted an **Activation Lock removal request** (Case ID: 102716xxxxxx) with proof of ownership (box, serial number, ID),

but it was **automatically denied**, and now the system won’t allow me to submit another request.

The problem is — in **Kazakhstan there are no official Apple Stores or service providers**,

so I have **no way to talk to a real Apple representative**.

On the Apple website and in the Apple Support app, there are **no chat or phone options** for my country.

All emails I sent to Apple returned automated “unattended mailbox” replies.

At this point, my genuine Apple device is permanently locked because of a hacker,

and I can’t reach Apple in any way.

I am not asking for data recovery — the device only had games and simple apps for my daughter.

I just want to **verify ownership and remove the Activation Lock**.

I am ready to provide:

- Photos of the box with the serial number

- Passport/ID photo

- Photos of the device screen

- Screenshot of the extortion message

- Police statement (if necessary)

Please, I urgently ask Apple Support or the EMEA region escalation team to **review my case manually**.

This is a real hacking incident, not a forgotten password.

I can’t solve it without your help because there’s no official Apple support in Kazakhstan.

Thank you for your understanding,

**Denis**

Kazakhstan

Case ID: 102716xxxxxx

Serial Number: DY*****F6J

[Edited by Moderator]

Original Title: I’m from Kazakhstan — my iCloud was hacked, iPhone Activation Locked, and I can’t contact Apple Support

iPhone 13

Posted on Oct 9, 2025 6:33 AM

Reply

Answer 1

Oct 9, 2025 6:49 AM in response to DenisFertik

Sorry, but this is a user to user only forum, NOT Apple Support. As such, no one here has any way to help you. We've seen many reports of users in your region letting their devices be taken over by signing into another Apple Account on their phone, often in an attempt to gain access to an app they can't get themselves. It's unfortunate, but it's a sad lesson to learn. Since you have already put in a remove activation lock request and it was denied, we can't help you. Apple is the final arbiter and we certainly cannot change any decision Apple has made.

And just so you know, having the box, the serial number or photos of such are not proof of ownership to Apple. The ONLY item which is proof of ownership is the original purchase receipt from Apple or an actual Apple Authorized Seller, which shows the serial number of the phone on the receipt. If you don't have that or you didn't purchase the phone from Apple directly or an Authorized Reseller, you can't prove ownership, so Apple will deny your request to remove activation lock.

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Answer 2

Oct 9, 2025 7:28 AM in response to DenisFertik

Here is how you can contact Apple --> Contact - How to Contact Us - Apple

But you're unfortunately fighting a losing battle. You've already contacted Apple and your request to have Activation Lock removed was denied. The fact is your daughter let someone take over her iPhone. No one hacked the phone. She let someone take over the phone. Apple isn't responsible for your daughters unfortunate decision. And again, unless you have the original purchase receipt from Apple or a real Apple Authorized Seller, no one from Apple will help you.

An unfortunate situation and a hard lesson for you or your daughter to learn. But Apple won't make an exception because your daughter gave someone the opportunity to take over her phone.

Ps: Again from other posts from your region where this has happened to a number of people, don't be surprised if you get ransom demands from whoever took over your daughters phone. We've read where some were desperate enough to pay the ransom demand, only to have lost their money to only get demands for more money. I'm afraid you now have a useless device on your hands. You'll need to buy your daughter a new phone.

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Answer 3

DenisFertik Author

Level 1

4 points

Oct 9, 2025 7:03 AM in response to lobsterghost1

I understand that this forum is user-to-user and not official Apple Support.

However, maybe someone here knows **any active contact emails or ways to reach Apple Support directly** for cases like this.

I live in **Kazakhstan**, where there are **no official Apple Stores or service providers**,

and it’s **impossible to reach Apple Support** by phone or chat.

It’s really frustrating that such expensive Apple products become “one-time use”

when you can’t even contact the company for help.

If anyone knows a real working email or escalation contact, please share.

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