What to do if…
your device is activation locked or linked to an unknown account

What to do now

1. Document the exact message before changing anything.
   Take photos or screenshots showing the wording, account hint, serial number, IMEI, order number, seller listing, and any messages from the seller or sender.

2. Check whether the screen looks like an ownership lock or organization management.
   Look for wording such as “iPhone Locked to Owner,” “Activation Lock,” “previously synced Google account,” “managed by your organization,” “work or school,” “Company Portal,” “MDM,” or “this device belongs to…” If it looks managed and you do not recognise the organization, stop setup and contact the seller, employer, school, or platform that supplied it.

3. If you bought it used or refurbished, contact the seller or platform in writing.
   Ask the seller to remove the device from their account using the official Apple, Google, Samsung, Microsoft, or platform route. If they cannot or will not do that, request a return or refund through the marketplace, payment method, or retailer.

4. If the message came through a text, email, marketplace chat, or pop-up link, treat it as suspicious.
   Do not reply. Do not use the link. Open the official Apple, Google, Microsoft, Samsung, retailer, carrier, or marketplace site yourself from a trusted browser or app.

5. Check your own account security from a trusted device.
   Go directly to the official account page for any account you own that might be involved. Review signed-in devices and recent activity. Remove sessions or devices you do not recognise. Change the password and confirm two-factor authentication if you entered credentials anywhere suspicious or think the account may be compromised.

6. If it is an iPhone or iPad showing Activation Lock, use Apple’s official route only.
   If it is your device, follow Apple’s Activation Lock removal steps or start Apple’s support request; proof of purchase may be needed. If it belongs to a previous owner, ask that owner or seller to remove it from their Apple Account. If they will not, pursue a return or refund.

7. If it is Android after a reset, treat it as Device Protection or Factory Reset Protection.
   Google’s Device Protection may require the screen lock or a Google Account previously on the device. For a second-hand device, ask the previous owner or seller to remove the account properly. For a Galaxy device, Samsung may ask for proof of purchase through an authorized service route. For other Android devices, use the device maker’s official support.

8. If it is a Windows or Microsoft account device, check whether it is managed or already registered.
   A personal Microsoft account can show devices linked to that account, but a device owned or managed by a company or organization should not be registered to your personal account. Contact the seller, workplace, school, or Microsoft support route rather than trying to force setup.

9. Report scam messages or fraud through official channels.
   For spam texts, forward the text to 7726 (SPAM) if your carrier supports it, or use your messaging app’s junk or spam report option. Report scams or fraud to ReportFraud.ftc.gov. If you lost money, shared sensitive information, or the issue appears cyber-enabled, you can also report it to the FBI’s IC3.

10. If you suspect the device was stolen or there is immediate danger, stop using it.
    Keep the device, packaging, receipts, listing, and messages together. Use the platform or payment method for a refund or dispute. If there is immediate danger, call 911; otherwise contact local non-emergency law enforcement if you need to report suspected theft.