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swflnse's profile

New Member

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9 Messages

Friday, July 23rd, 2021 5:17 PM

Apple has locked my 2 phones & AT&T requires sending texts to verify

I've been unable to access my wireless account because AT&T requires verification via text.  I haven't had the use of my Iphones 11 & 6 since late May, but that's an Apple problem. Because I am unable to send or receive Texts for verification of my accounts, I can't find a way to unlock the account. I tried using a friend's phone to call, but he ONLY way is to call from a phone on my account or I was told that they can help at the AT&T store. Don't have a car, so I walked there (3.5miles each way) & the person told me he couldn't do that. He told me to use their phone & shoved that to me. After a 2hr conversation with this top secret wireless technician was pretty horrified how I was being treated by both AT&T & Apple & he assured me that he would help me with all issues. My son used the Iphone11ProMax 256G, but he passed away 8mos ago & I am the owner of that phone. I was told I would be able to access my AT&T acct so that I can print out some of the papers to get a court order to open the phones. This morning I attempted to access my acct & it STILL won't open without the verification text!!

Accepted Solution

ACE - Expert

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64.7K Messages

3 years ago

Do you have another phone you can use? If so, put your SIM card into that phone so that you can receive the verification text. Why exactly can’t you use the iPhones? What is the “Apple problem”?

Accepted Solution

ACE - Expert

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14K Messages

3 years ago

Are you still paying AT&T monthly for phone service even though you can't use it?

You should be able to call customer service from any phone (800 331-0500) and get assistance if you're able to verify the PIN you put on the account. 

New Member

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9 Messages

3 years ago

Although I own both phones & even have the original boxes, Apple wants a receipt with serial or IMEI #, death certificate & court order to open the phones. I know the original Apple ID (that belongs to my son) & don't know the original password or passcode. The Iphone 6 is what I used & along with everything else, the screen cracked & I couldn't put the 4 digit code in so that, also got locked. On June 3rd, Apple had me go to the GeekSquad, who, without even asking me first, exchanged the sim cards. That only made the situation more confusing. The 11 shows Activation Lock & I was able to figure out the ID, but not the password or passcode that were used to set up the phone in the first place.

New Member

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9 Messages

3 years ago

Still paying & still owe on the 11. I've tried to talk to AT&T, but they're useless. I've got auto pay setup, but can't get into my AT&T acct. to stop it. 

ACE - Sage

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115.9K Messages

3 years ago

Okay let's start from square one.

First of all I'm very sorry for the death of your son, I cannot imagine, that's tragic.

Is the account in your name? Or was it in your son's name. If it was in your son's name, you need to bring a death certificate to an AT&T corporate store.  AT&T is absolutely correct in not allowing you to close the account if you are not the account owner. They are following an FCC policy that every carrier must follow. 

Once you do that they will transfer the billing responsibility into your name.   As the owner of the account, you can then request copies of original receipts for all of the phones on the account..   Those receipts should be sufficient for Apple to override the activation lock on the phones that belonged to your son.

At this point you can cancel your son's phone lines. You should be aware that At&t will waive any remaining charges on the iPhone 11 if it is still under installments, but will never unlock the phone if they do so.   

If you are having trouble locating a corporate store, or getting the corporate store to understand how to deal with a death certificates, call at&t and ask them for an address for one.  

(edited)

New Member

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9 Messages

3 years ago

Square one. First of all, no car so I walked to ATT store as I was told that @ the store they could get my ATT acct opened as I can't send a text. They did not do that. I would have to have a phone listed on my acct to be able to verify myself. The ATT (since they were Cingular One) & Apple accounts are in my name.  The Iphone11, the payment agreement lists me as the buyer, but that agreement doesn't list the serial or IMEI #s so that does not fly for Apple. ATT however, agrees that the phone is MINE. I'm going to deal with the bill when I can, but as of now I can't get access to myATT or on PC. I've not been able to get a receipt for the phone & only Apple wants a death certificate that I've supplied that multiple times. I only want the 11 restored to factory settings. Apple wants a court order to clear the phone. I've had to do online chats to go through all of this & always given a phone# to call & that is no help. Hence, the Catch-22.

(edited)

New Member

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159 Messages

3 years ago

If you provided the death certificate, what reason is Apple giving?

New Member

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9 Messages

3 years ago

The phone is mine & I am listed as the "buyer" on the payment agreement, but it doesn't have the serial or IMEI #s. APPLESUPPORT contends that they also require my son's Apple ID (which I figured out) passcode or password. These must be the ID etc, that the phone was set with originally. They want a copy of the death certificate (done) AND a court order & there's a list that they require from the probate court.  All I want is to clear the phone to factory settings. 

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ACE - Sage

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115.9K Messages

3 years ago

If the account is not in your name, the phone purchase is irrelevant, it's your son's phone, not yours. 

New Member

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9 Messages

3 years ago

My son was an opiate addict & every account is in MY name. The phone is mine. The only acct that he had is specifically the Apple ID. I know his Apple ID, but not the passcode or password that were used when the phone was set up & I couldn't care less about what's contained in his Apple ID account. I just want to set the phone to factory settings. I've been dealing w Apple since the beginning of April so I have no recourse    but to go to probate court & change carriers.

(edited)

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