Only your own phone.

What we require

• You own the iPhone, or the owner has given you explicit permission to request the service
• Every detail you submit is accurate, including the model and the serial number or IMEI
• You can show a link to the device if we ask: a receipt, the box, a message from the seller or photos of the phone itself

Account verification does not replace this. It confirms who you are; it does not prove you may service a particular device.

What we decline

• Requests we have reason to think are unauthorised
• Devices that have been reported lost or stolen
• Requests where the details do not match or cannot be explained
• Any request where we cannot reasonably verify the link between the person and the phone

We can decline a request at any stage. If it is rejected before processing starts, the charge is returned to your wallet automatically.

If your own iPhone was lost or stolen

Do these first, in this order:

1. Mark it as lost

   Use Find My on another Apple device or at icloud.com to turn on Lost Mode. Leave the Activation Lock in place.

2. Tell your mobile network and the police

   Ask your network to block the SIM and keep any report number you are given.

3. Contact us

   Send the serial number or IMEI, a receipt or box photo as proof of ownership, and the report number if you have one. We will flag the device so that any request involving it is held for review.

Go to support

If you bought a phone that turned out to be locked

Start with the seller and ask them to remove the iPhone from their Apple ID. If that fails, Apple Support can help owners who have proof of purchase. If you still need our service, keep the receipt or messages with the seller, because we may ask to see them. Our used iPhone checklist shows how to avoid the problem next time.