Overview
A lock code (or password) is a security feature used to prevent unauthorized access to your computer. However, if your device is returned to a Firstbase warehouse with the lock code still enabled, in some cases our repair technicians will be unable to remove it - this prevents us from wiping and restoring your device. The lock code must be successfully removed so we can fully process the device and return it to stock for a future order.
This guide explains common lock code issues and outlines our process for handling locked devices.
Understanding Lock Codes
What is a Lock Code?
A lock code is typically a password, PIN, or security key that restricts access to a device. These codes help secure user accounts, enable security features, and prevent unauthorized use.
Types of Lock Codes
- Apple Activation Lock – A built-in security feature for Apple devices (iPhones, iPads, Macs, Apple Watches) that prevents unauthorized use if the device is lost, stolen, or wiped. It is automatically enabled when Find My is activated. For additional details on managing Apple Activation locks, including find my device locks please refer to Apple Activation Lock Troubleshooting Instructions.
- FMD (Find My Device) Lock – A remote lock that prevents unauthorized access when a device is misplaced or stolen. For additional details on managing Apple Activation locks, including find my device locks please refer to Apple Activation Lock Troubleshooting Instructions.
- PIN Code – A short numeric passcode used for quick access. For details on managing Apple System PIN locks please refer to Apple System PIN Lock Troubleshooting Instructions.
- MDM (Mobile Device Management) Lock – A security feature applied to company-managed devices that prevents unauthorized changes and restricts access to ensure compliance with organizational policies. For all other lock type management please refer to Atypical Lock Type Troubleshooting Instructions.
How Firstbase Processes Locked Devices
Receiving Locked Devices
When a locked device is returned to a Firstbase warehouse, our technicians will first attempt to unlock it using our internal tools. If successful, we proceed with the following steps:
- Wipe and restore the device.
- Inspect and grade the device’s condition.
- Return it to inventory for future orders (unless damage is identified).
If we are unable to remove the lock, the device’s status will be updated on the Firstbase platform with the corresponding lock type.
Handling Process + Terms & Limitations
If a device remains locked, Firstbase will:
- Notify you of the issue and request the necessary unlock credentials.
- Continue outreach efforts for up to 30 days if no response is received.
- If the lock is not removed within the timeframe, in accordance with our Firstbase Equipment & Service Policies and subject to Firstbase Global Equipment & Logistics Service Capabilities for any devices you can remove the lock from or provide a single-use PIN/Code/Password, please advise if you would like the device shipped back to you with a return label for you to troubleshoot & get the device unlocked, then once unlocked ship the device back to Firstbase, ship the device to you for you to recycle/donate and remove the device from Firstbase managed inventory permanently or if you would prefer Firstbase to decommission the device for you. *Additional fees may apply.*
Need Further Assistance?
For more information on handling locked devices or to review applicable policies, please visit the Firstbase Help Center or contact Firstbase Support with your Customer Success Manager cc'd. We're here to help!