2 @ Nice chatting with you. Case ID: 102225251283 Here's the transcript of your chat with Apple Support: Bianca Thanks for contacting Apple Support. My name is Bianca. Please give me a moment to look over your information. Ndarishize Estime Hello | am Marchal Mbonyimfura Bianca Hey there Marchal, nice to virtually meet you. Bianca How can | assist you today? Ndarishize Estime Nice to meet you! Ndarishize Estime My Iphone 11 pro pro max have been disabled and I can't access the recovery number because of it already owned by another person | don't know and I want your help to turn off activation lock. because | own it and | have receipt on where [bought it. | have request removal but not yet responded. so | need your help Thank you regards. Bianca Just to get some clarity, is it that you are unable to receive the verification code and your device was restored so it is now activation lock. You submitted a activation lock removal request, however you have not gotten an update? Ndarishize Estime Yes sure! Ndarishize Estime that's the case! Bianca | will be more than happy to assist you with this. Bianca Can you confirm your Apple ID, if itis different from the one that you entered...Bianca in the communication section before the interaction started? Ndarishize Estime my apple id: marchal_mbonyimfura@icloud.com Bianca Thank you Ndarishize Estime Welcome! Bianca How long was the activation request submitted? Ndarishize Estime 11Days Bianca Seeing that you had already submitted the activation lock removal request by following the steps below our account security team would be reviewing the information submitted. Bianca Normally they would process the request, and would contact you within 7 business days. However unusual request volume might delay contact past 7 business days. Ndarishize Estime Look above the invoce from the seller! Bianca Thanks alot for that photo, however we have our account security team who reviews these request thus us the reason why Apple recommends following the steps below to have the request submitted: How to remove Activation Lock How to remove Activation Lock Ndarishize Estime 0 what to do now? Bianca Sadly you would have to wait until our team completes the review and respond to your request seeing that the request is already submitted. Ndarishize Estime So why they reject my case that's all | have | have no other documents Bianca If the activation request was not already selected we could have tried submitting an account recovery request so that you can regain access to your account. However to have this submitted you would need to know the trusted number Bianca Sorry, you did not mention that they already reached out to you with a responseBianca Just a moment while | review the photo that you sent Ndarishize Estime review it, Bianca Thanks for your patience Bianca Sadly based on what | am seeing here you would need to provide contact your reseller to see if you can receive a proof of ownership that shows the information that they requested. Bianca After you have done so Apple will reevaluate the request after you sends the information Ndarishize Estime Itis a long time passed bought this phone it's hard to find him Ndarishize Estime Means you are going to help me to reset my password! Bianca Regrettably due to customers privacy | do not have access to any tools to reset a customers password on my end, this can only be done on a customers end. Bianca By any chance do you know the trusted phone number Ndarishize Estime Yes | know it! Ndarishize Estime +1 (418) 740-3864 That's the number! Ndarishize Estime But when | enter it look what they tell me! Bianca Can you remove the brackets, plus sign and dash please and just enter the phone number. Ndarishize Estime Still can't work @ Bianca Thanks for trying Bianca Can you try removing the 1 before the 4 Ndarishize Estime Can't also work Bianca Thanks alot for trying, it would seems that the phone number that youBianca ..are entering for the trusted number may be incorrect. Bianca By any chance does any family member or friend still has it so that you can check on the information 2\ Ndarishize Estime the number is correct | am sure! Ndarishize Estime Due to the long time without using it they gave it to another person I don't know so | can't access it. Bianca That is totally understandable, however you do not need to have access to the phone number to have a account recovery request submitted Ndarishize Estime When it is incorect they give you a message look like that above Ndarishize Estime To recover i need phone number and it can't work cuz the problem mentioned so help please a beg Bianca I totally get where you are coming from, however if a customer no longer has access to the trusted phone number this would be the steps that would be completed: How to use account recovery when you can't reset your Apple ID password How to use account recovery when you can't reset your Apple ID password Bianca Seeing that you are sure that the trusted number that you are entering is correct, I would ten need to get you connected with my senior team so that they can do some in dept checks on this for you seeing that they have access to additional tools and resources that are needed, Bianca Is that okay? Ndarishize Estime yes it is okay and | hope it will be helpful Bianca Can you confirm your contact number and time zone please? So that I can get this set up for you Ndarishize Estime That | am using now? or!?? Bianca That they can reach you atNdarishize Estime +250781846743 Ndarishize Estime Central Africa Time Time zone in Ruhango, Kigali (GMT+2) Tuesday, 13 February 2024, 17:48 Bianca Thank you Bianca Can you also confirm your country ? Ndarishize Estime Lam in Rwanda now! Bianca Sadly the system is not giving me the option to have service set up for your, region. Bianca Can you contact them at 1-800-275-2273 Bianca Contact Apple for support and service Ndarishize Estime Just add Canada Ndarishize Estime as my region Bianca Is the phone number that you provided above registered to a carrier in Canada ? Ndarishize Estime +1 (581) 525-5914 Ndarishize Estime Use that one! Bianca You will be receiving a call shortly. Ndarishize Estime Ok thank you! Bianca If you miss the call our automated system will attempt to reach you within 10 minutes, if you miss the call again you can then reach out to us at 1-800-263-3394, here is your case id 102225251283. You should provide the case id so that they will be able to see the exact issue that you are facing Bianca My pleasure Bianca All set for now ?Ndarishize Estime lean try this for now! Bianca Itwas a pleasure assisting you today, thank for making it Apple. Have a good one! Feel free to contact us if you need any other information Sincerely, Apple Support TM and copyright © 2024 AIlRights Reserved | Privacy Policy | Support ions, please visit support. ‘comicontact.