---
title: "Unlock an iPhone in Activation Lock Mode"
canonical: "https://tech.calpoly.edu/space/CPKB/2425481/Unlock%20an%20iPhone%20in%20Activation%20Lock%20Mode"
format: markdown
---
Learn how to unlock an iPhone in [Find My iPhone Activation Lock](https://support.apple.com/en-us/HT201365) mode. It can take up to 10 business days for Apple to unlock a device. If you do not have the proof of purchase, it will take an additional five (5) days for the ITS Service Desk to process the request.

### What information do I need before calling Apple?

- Caller’s name and email address
- Cal Poly physical address
- Phone's serial number (found in the device's **Settings** > **[your name] **>**[the phone's name] **>** Serial Number**)
- Proof of purchase in the form of a receipt, and a copy of the back of the box from the phone's original packaging.

<details>
<summary>If the iPhone is enrolled in Apple School Manager</summary>

If your department’s devices are enrolled in Mobile Device Management (MDM), then the MDM server can send a special command to the device that will remove Activation Lock.
</details>

<details>
<summary>If the iPhone is not enrolled in Apple School Manager</summary>

1. If the phone is unlocked then it is ready for reactivation.
2. If the phone is locked, please continue with the steps below.
3. Call Apple’s Education Line at 1-800-800-2775.
4. Press **3** (technical support).
5. Press **1** (product owned by school or institution).
6. Provide your name and tell them you are from Cal Poly State University.
7. Describe the issue, "the iPhone in Activation Lock mode and needs to be unlocked".
8. If Apple informs you that the iPhone has been claimed via iCloud as “Lost” please follow these steps, if not continue onto step 9.
  1. Take a photo of the phone, front and back.
  2. Include the photo as an attachment to your email to Apple.
9. After providing the phone's serial number, you will be given a case number from Apple.
10. You will receive an email from Apple.
  
11. Send an email to ***[pv_inst_amr@apple.com](mailto:pv_inst_amr@apple.com)*** with the receipt and a copy of the back of the box from the phone's original packaging. Copy and paste the information between "Copy the Form Between the Dotted Lines as the Body" and "Copy the Form Between the Dotted Lines as the Body" into your email and enter all of the requested information.
12. Allow 10 business days before the case is fully processed. You will receive a confirmation email from Apple.
</details>

> ℹ️ - If the device was purchased directly from Apple, you do not need to provide any proof of purchase.
> ℹ️ - If you do not have a copy of the receipt, your department [Telephone Coordinator](https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/2425476) will need to submit a [Campus Phone Support request](https://calpoly.atlassian.net/servicedesk/customer/portal/2/group/10).


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