Apple Activation:
Your device is currently under an Apple Activation lock. To move forward in getting the device unlocked and graded, please follow the appropriate step(s) that apply to your device's situation below.
Is the device enrolled under an MDM?
If so, unlocking the device will occur via the MDM that manages the device.
If bypass codes are provided during the unlock process, please include documentation (screenshot) of them, as they will be required to complete the unlock process executed by Firstbase.
You must include instructions based on one of the following options in the event the bypass code(s) you provide is unsuccessful in unlocking the device:
- Ship the locked device back to you with a return label for you to troubleshoot and unlock. Then once unlocked, ship the device back to Firstbase, or
- Return the device to you for you to recycle/donate, and remove the device from Firstbase's managed inventory permanently, or
- You would prefer Firstbase to decommission the device for you.* Additional fees may apply.*
Please refer to Apple's Support Documentation or your MDM provider's documentation for more information.
Is the device NOT enrolled under an MDM and your organization purchased the device without the involvement of the Firstbase procurement team?
If so, you will need to manage the unlock of your device.
Please provide supporting documentation of unlock approval or denial by Apple once you hear from them.
If approved, our team will confirm whether Apple unlocked the device successfully.
If denied, along with the supporting documentation that you received from Apple that you provide, please also ensure to see the notes below and provide the additional required information.
To do so, you must obtain the original invoice for the device, which confirms proof of purchase of said device by your organization. Then, under Apple's guidelines and using Apple's support tools along with a copy of your invoice, please submit a formal request with Apple or your MDM provider's documentation.
Please note that Apple cases may take up to 30 business days or more to be completed. Additionally, in these cases, it is not guaranteed that Apple unlocks a device despite the copy of the invoice or proof of purchase being provided. Should you hear from Apple that this case has been denied, please provide this notice and advise if you would like Firstbase to ship the device to you for you to recycle/ donate and remove the device from Firstbase's managed inventory permanently or if you would prefer Firstbase to decommission the device for you.* Additional fees may apply.*
Is the device NOT enrolled under an MDM and the device was NOT purchased directly by your organization but purchased by Firstbase?
If so, you will need to take the following steps to unlock the device:
Partner with the individual responsible for the lock (employee to last hold device in their possession) and request that they remove the lock by following Apple's steps for how to Remove Activation Lock on the web if a device is offline.
Once the device is unlocked, please provide supporting evidence of unlock.
If the individual is unable to unlock, has gone unresponsive to your requests, or you are unable to contact said individual for any reason, please provide supporting evidence of the outreach (screenshots, pdfs of emails, etc.) or state the reason as to why you cannot reach out to the individual to Firstbase and request further assistance.
Please note that Apple cases may take up to 30 business days or more to be completed. Additionally, in these cases, it is not guaranteed that Apple unlocks a device despite the copy of the invoice or proof of purchase being provided. If the individual cannot unlock, has gone unresponsive to your requests, or you cannot contact said individual for any reason, please advise Firstbase that you cannot unlock the device. Unfortunately, in this case, the device will not be eligible for unlocking due to Apple's security protocols. Please advise if you would like Firstbase to ship the device to you for you to recycle/donate and remove the device from Firstbase's managed inventory permanently or if you would prefer Firstbase to decommission the device for you.* Additional fees may apply.*
Request additional support from Apple for unlocking your device.