Computers & Tablets

[susangnwilliams]

I helped my dad purchase a new Macbook for my nephew in November, 2019 as his 2020 grad present. He lost it at school so locked it with his iCloud account that had his iPhone and Macbook connected. Then he found it. But it wouldn’t let him unlock it for some reason. He set an appt at the Apple Store for help. They told him he needed a receipt. So I logged into my dad’s Best But account (he is in his 80s now so needs help) and printed the purchase receipt for my nephew. He went back to the Apple Store for appt 2 and they said the receipt needs the serial number. I was able to find the serial number in the support area of his Best Buy account. Called Best But and talked with the Geek Squad and they said they could help. Set an appt and went to Best Buy. (Keep in mind each trip to Apple or Best Buy is 30+ minutes one way). They could not help either and suggested he go back to Apple with the receipts because Apple has some USB thing they can use but my worry is that the print out with the serial number isn’t a receipt. I really don’t want to drag my 80 year old father out to the Apple Store 30 miles away where he would have to walk a lengthy distance in the middle of the winter (we live in the Northeast) in the middle of a COVID-19 surge. Is there any way for Best Buy to provide a receipt with the serial number included?

[Duncan-BBY Social Media Specialist · Accepted solution]

Hi there, susangnwilliams, 

Thank you for getting in contact with us here on our Forums page. I'd love to take a closer look at this with you, but first I'll need you to send us a Private Message verifying your full name, email address, and phone number. 

Thank you!

[susangnwilliams]

Just did. Thanks!

[susangnwilliams]

To anyone else looking, Duncan from Best Buy was able to secure me an original receipt with the serial number on it. Haven’t made it back to the Apple store yet but as this is what they said they needed, I’m hopeful and also very appreciative of Best Buy’s customer service with this issue.

[Josh-ECR]

Hey Susan!

Thank you for communicating this issue with Best Buy support.

Losing a device is not a good feeling, but I'm so happy that you were able to retrieve the Mac. The usage of Find My services by activating Lost Mode was a great idea! I'm hoping your issue with removing Activation Lock on the Mac device was solved. However, it's not, I'll be happy to assist.
 
When servicing a device at an Apple Store with Activation Lock active, we require an original proof of purchase document with a product identifier. A form of personal ID may also be required. This is to ensure the utmost security and privacy when it comes to data protection and device ownership.
 
If you know the Apple ID and password tied to the Mac, just follow the onscreen instructions to regain access to the device. You can find more information about removing Activation Lock by visiting support.apple.com/HT201441. Using the proof of purchase documentation provided by Best Buy, you can initiate a support request at al-support.apple.com.
 
If you have any more questions, feel free to reach out at support.apple.com, and well do our best to help you out.

Thanks!

Josh
Apple Inc.
Executive Consumer Relations

I am a representative of Apple Inc. ("Apple"). This response is an attempt to provide official support and/or services rendered by Apple. I am not an employee of BestBuy.com, LLC or their affiliates ("Best Buy"). Furthermore, I do not represent Best Buy in any form as a result of this message. Communication transcripts of this account may be archived. More information can be found at privacy.apple.com.