When it comes to deactivating ‘find my iPhone’, I’m lost

My iPhone, which I purchased from Tesco Mobile on a 24-month contract back in May 2016, stopped working in early January this year.

I sent it to Tesco Mobile repairs, which said I would have to deactivate the “Find my iPhone” lock before it could look at it. Apple support asked for proof of purchase to action this. Sounds simple, but it has been anything but.

I have uploaded all documents that I could get from Tesco Mobile to the Apple support online tool. This includes the order confirmation, the contract, and the letter obtained from Tesco Mobile. I have sent proof of purchase twice.

But Apple keeps rejecting my request saying a proof of purchase that satisfies its requirements has not been submitted. Two months on I am no nearer to getting my phone repaired.

PI, Scarborough

Tesco Mobile has long been our least complained about mobile supplier, and it’s one we regularly recommend.

You appear to be the latest person to fall foul of Apple’s requirement to turn off the “Find my iPhone” lock – something that is more difficult if the handset won’t turn on. Instead you have to do it via iCloud. There is an article explaining how to do thishere on the Geek Squad website, and we recommend that people with broken Apple phones read it before sending them off.

We took up your case with Tesco Mobile and it has now sent you a new handset. “We provided the customer with all the documentation requested but, ultimately, the decision to deactivate the lock is with Apple.

“We were sorry to hear about his experience and, as such, have provided him with a new device as a gesture of goodwill while he resolves the situation with Apple,” a spokesman says.

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