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

What to do now

1. Stop setup and record exactly what you see.
   Take clear photos or screenshots of the message, including any partial email address, phone number, organisation name, serial number, IMEI, order number, or error wording. Note the date, time, where you bought the device, and who sold it to you.

2. Work out what kind of lock it looks like.
   Look for words such as Activation Lock, Find My, Google Account, Factory Reset Protection, FRP, Microsoft account, work or school, managed by your organisation, MDM, Intune, Company Portal, or Jamf. This helps you choose the right official route and avoid fake unlockers.

3. If it looks like a work, school, or organisation-managed device, do not continue setup.
   If the device was issued to you, contact your IT or admin team using a number or email you already know. If you bought it, contact the seller or selling platform and ask for a return or refund because the device is still linked or managed.

4. If you bought the device second-hand or refurbished, contact the seller through the platform.
   Ask them to remove the device from their account or management system, or to arrange a return. They may be able to remove some locks remotely, but some cases need the original owner, the organisation, the platform, or manufacturer support. If they cannot fix it promptly, use the platform, card provider, or payment provider dispute route.

5. If it is an iPhone or iPad showing Activation Lock, use Apple’s official route only.
   If you are the rightful owner, use Apple’s Activation Lock support route and be ready to provide proof of purchase. If it is a used device linked to someone else, ask the seller or previous owner to remove it from their Apple account; if they cannot or will not, treat it as a return or refund issue.

6. If it is Android and asks for a Google account you do not recognise after a reset, pause.
   Android reset protection usually expects security information for a Google Account already on the phone. Do not try bypass tools. Ask the seller to remove their account properly or take the device back. Keep proof of purchase and contact the seller, platform, or manufacturer support if the seller does not resolve it.

7. If it is linked to your own Microsoft, Google, Apple, or email account, secure that account from a trusted device.
   Type the provider’s official address yourself or use the official app. Change the password, turn on or confirm two-step verification, check signed-in devices and sessions, and sign out of anything you do not recognise.

8. If this began with a suspicious message, “found phone” claim, or unlock link, report it and disengage.
   Forward suspicious texts to 7726. Forward suspicious emails to report@phishing.gov.uk. If you entered details, were hacked, or lost money, report it through Report Fraud if you are in England, Wales, or Northern Ireland; in Scotland, contact Police Scotland on 101 for non-emergencies.

9. If you suspect the device was stolen, cloned, or not legitimately sold to you, stop using it.
   Keep the device, packaging, receipt, seller messages, and payment record together. Contact the seller platform or payment provider for a refund or dispute. If someone is threatening you or a crime is happening now, call 999.