Unlocking iPad 9th Gen

Question

Level 1

4 points

Unlocking iPad 9th Gen

iPad Unlock 9th Gen

Hello everyone,

I’m hoping someone might be able to offer some guidance regarding an issue I’m having unlocking an iPad (9th generation) that belongs to an elderly lady I’m helping.

The device hasn’t been used for over two years and had completely frozen. I managed to get it working again and back to the initial “Hello” setup screen, but we’ve hit a problem: she no longer remembers the passcode, and the iPad is now locked. It’s also asking for the Apple ID email and password associated with the device, which she unfortunately doesn’t know either.

I visited the Apple Store in the Trafford Centre (Manchester), where a member of the Genius team walked me through the steps. I then submitted an iPad Unlock Request online, including the original receipt and all required information. However, a week later Apple declined the case.

I returned to the Apple Store today, and the staff member suggested the likely reason for the decline is that Apple requires proof of purchase showing the serial number or IMEI printed directly on the receipt. The original receipt from Currys does not include this, and although I wrote the serial number on it (taken from the iPad), I was told it must be printed by the retailer. Currys have confirmed that their receipts and invoices do not display serial numbers or IMEI numbers at all, which I’ve also verified with a recent purchase and by the Currys store manager.

We’ve tried the password reset route, but without knowing the Apple ID email, we’re stuck in a loop.

At this point, it feels like we’re caught between a rock and a hard place: Apple requires a serial number printed on the receipt, but Currys do not provide receipts with serial numbers.

Does anyone have any advice on how we can move forward so this perfectly good iPad doesn’t end up as an unusable brick?

Many thanks in advance for any help.

Posted on Feb 25, 2026 10:43 AM

Reply

Answer 1

Top-ranking reply

LotusPilot

Level 10

303,584 points

Feb 25, 2026 11:20 AM in response to SLOPPY100

Unless you can demonstrate ownership to Apple's absolute satisfaction (usually requiring the original receipt that includes the device serial number or IMEI), Apple will decline to assist with resolving an Activation Lock. Apple's purchase receipts always include the required information; third-party retailer receipts may not include the required information that satisfies Apple's strict criteria for proof of ownership.

Addressing your immediate problem, acknowledging that you may have explored some of this already...

A forgotten or unknown iPhone/iPad passcode cannot be recovered - and neither can it be reset or modified from another device. If you see a waiting period you can wait and try again to input the correct Passcode; otherwise, the iPad must be restored. An iPad will be disabled or indicate that it is unavailable if an incorrect Passcode is entered too many times.

You may find this support page to be helpful:

If you see an iPhone or iPad unavailable message or Security Lockout screen - Apple Support

iPadOS 17 or later with a forgotten Passcode

If you have changed your passcode in iOS/iPadOS 17 and later - and have since forgotten the new Passcode - you may be able to recover access using your previous Passcode. Passcode Reset gives you 72 hours to use your old Passcode to access your device; when you access your device in this way, you must change your passcode again immediately:

Temporarily use your old passcode when you forget your new passcode on iPhone or iPad - Apple Support

If you cannot use the new Passcode Reset feature, you must use another method.

iOS/iPadOS 15.2 or later with a forgotten Passcode

Apple has introduced a procedure with which to reset an iPad or iPhone with a forgotten Passcode - allowing you to use your AppleID and associated Password to reset your device.

How to reset your iPhone, iPad, or iPod touch when you forgot your passcode - Apple Support

You will be able to restore data from a pre-existing iCloud backup without the use of a computer, but will require a PC/Mac to restore data from an iTunes backup.

iPadOS 15.1 and earlier - and all devices that are Disabled

If your iPhone/iPad indicates that it is disabled/unavailable/locked-out, or you have forgotten your iPad passcode, you have no alternative other than to follow this process:

If you’ve forgotten the passcode on your iPad, or your iPad is disabled – Apple Support

You’ll need access to either a Windows PC (with iTunes for Windows installed -or more recent Apple Device App) or a Mac computer (with iTunes or Finder - as appropriate for the installed version of macOS).

Download and use iTunes for Windows – Apple Support

Update to the latest version of iTunes – Apple Support

Apple Devices App (Windows PC):

https://apps.microsoft.com/detail/9np83lwlpz9k?hl=en-ms&gl=MS

Use of a PC or Mac is unavoidable. If you don’t have access to a suitable computer of your own, that of a helpful friend or family member will suffice. Alternatively, the technicians at the Genius Bar of your local Apple Store will be delighted to assist:

Genius Bar Reservation and Apple Support Options - Apple

Activation Lock

Here are the Apple support pages that outline the Activation Lock - and the only mechanisms by which it can be satisfied:

Activation Lock for iPhone, iPad, and iPod touch - Apple Support

Turn off Activation Lock – Apple Support

As you will discover, unless you are the owner of the Apple Account (previously known as an AppleID) that was last used to activate the device, you’ll not be able to defeat or bypass the Activation Lock. With documentary evidence that you are the original owner (such as sales receipt showing the serial number), Apple may be prepared to assist - otherwise they and nobody here will be able to help you.

If you have the necessary documentation, Apple have introduced a portal though which you may be able to request release of an Activation Lock:

How to remove Activation Lock - Apple Support & start an Activation Lock support request.

Apple Account (AppleID)

You may also need your Apple Account (AppleID) and associated password. If these have also been forgotten, they can be recovered here:

https://iforgot.apple.com

To recover your credentials, you’ll need access to one of the following:

Your primary email address mailbox that corresponds with your AppleID
Any of the secondary/recovery email addresses that should be configured for your AppleID account
Any of the trusted telephone numbers (fixed line or Cellular/Mobile) that are associated with your AppleID

More information about recovery of your AppleID and associated Password:

If you forgot your Apple ID - Apple Support

If you forgot your Apple ID password - Apple Support

Reply

Answer 2

LotusPilot

Level 10

303,584 points

Feb 25, 2026 3:12 PM in response to SLOPPY100

Contributors here are all end-users, just like you. Other than the site Moderators, Apple neither monitor nor participate within these user-to-user support communities.

While presenting personal identification can establish identity, it does not link an individual with the device.

Similarly, a receipt that lacks device information demonstrates that something has been purchased - but, without essential information being included on the printed receipt, fails to link the purchase with a specific device - and therefore fails to meets Apple's threshold for demonstrable proof of purchase.

Apple's security procedures are robust - being designed to ensure that a device can only be (re)used subsequent to verifiable ownership being established. Perhaps consider that with lack of required paperwork, you are indistinguishable from somebody who has acquired a device through dishonest means - and is attempting to circumvent Apple's security procedures by producing a receipt that may not relate to the actual device. To be clear, I am not suggesting that the claimed provenance is anything less than true - but merely that you might consider the situation as seen by Apple.

Apple's Genius Bars can get very busy at peak times. While it may be possible to obtain assistance at quiet times without an appointment, for anything beyond a simple technical issue that is easily resolved, making an appointment is always recommended. With an appointment, the Technician will have much more time to assist with more complex issues.

Regrettably, without the specific paperwork required by Apple, you will not receive their assistance. Contributors here have no influence whatsoever. Sorry, but other than the procedures previously documented, there are no work-arounds.

Reply

Answer 3

SLOPPY100 Author

Level 1

4 points

Feb 25, 2026 11:53 AM in response to LotusPilot

Thank you for your fast and detailed response to my question.

I’ve gone through every available step, but without the password or the email associated with her account, none of the reset options are possible. The main issue seems to be that the third‑party retailer’s invoice does not include the serial number or IMEI, which the insurance requires. I can’t imagine I’m the first person to face this situation, so I’m trying to understand whether the lack of this information on the original receipt means the iPad is effectively unusable.

I visited the Apple Store at the Trafford Centre with the lady in her wheelchair, but we were turned away because we didn’t have an appointment, I understand that they were also very busy. When I tried to book one online, it required login details that we don’t have. I returned on my own to speak to the team again, but was told the same thing. I completely understand the need for security and the requirement for proof of ownership, but if the serial number or IMEI can only be obtained from the device itself, I’m unsure what steps are left for us to take.

I appreciate your response so far, and I’m genuinely interested in whether there is any possible way to resolve this. I’m more than happy to bring the owner, her ID, and the receipts for the device. Perhaps your team could verify her identity using information linked to her Apple account, such as her phone number or address, to confirm she is the rightful owner.

Thank you again for your time and assistance.

Reply