Removing “Find My”

Before checking in any apple products we must make sure that Find My is turned off. We are unable to start any repairs with it on.

iPhone/iPad

1. Unlock iPhone or iPad
2. Go to Settings
3. In settings, at the very top you will see the customer's name. Tap on it
4. About halfway down you should see ‘Find My”. Tap on it
5. Then hit the switch and turn off “Find My” . It will prompt you to enter the customer's Apple ID password
6. Hand the iPhone/iPad to the customer and have them enter the password*
7. Once the password is entered, in the top right hand corner click “Turn Off”
8. Once it is off, verify in GSX that “Find My” is off

MacBooks

1. Log in to the device
2. Navigate to settings
3. Click on “iCloud”
4. Scroll down until you see “Find My Mac” with a checkbox next to it
5. Uncheck that box
6. It will then prompt you to enter the customer’s Apple ID password
7. Have the customer enter the password and then click “Turn Off”
8. Verify in GSX that “Find My” has been turned off

Removing “Find My” using iCloud.com

1. Make sure the respective device that you are trying to remove “Find My” from is disconnected from the internet. This can be accomplished by turning the device off, turning on airplane mode, or removing the sim car as long as the device is not connected to WiFi.
2. Go to www.icloud.com/find.
3. Have the customer enter their Apple ID email and password*.
4. Once on the “Find My” page, click on the green “All Devices” dropdown bar.
5. Select the device you would like to remove “Find My” from.
6. Once selected, click the green drop down button again.
7. Now you should notice a small gray circle next to the respective device.
8. Click on the circle, have the customer enter their password and hit “remove”.
9. Verify in GSX that “Find My” has been removed from that device.

Customer Forgot Password

1. Inform the customer that we will not be able to move forward in the check in process until Find My is turned off. “Find My” MUST be turned off in order for us to create the Apple repair.
2. There are three ways to fix this issue:
   1. They can reset their password through the device they are currently using by selecting “Forgot Password”
   2. They can attempt to reset it over the phone by calling apple at 1-800-MY-APPLE
   3. We can set them up with a Quick Help, sit down with them, and _attempt _to reset the password for them.
3. Once the customer has retrieved or reset their password, resume the procedure from where you left off.

Reset through a trusted device

A trusted device is any device that is fully signed into an Apple ID. This means that if a customer is locked out of one of their devices, they can reset their Apple ID password by going to another Apple product the customer owns.

1. Open Settings
2. Click on their name at the top
3. Click on Password & Security
4. Click Change Password

Apple Phone Support

The Apple Support number (1-800-275-2273) is a free phone line that customers can call to get help resetting their passwords. If the password is not easy to reset (like useing the Reset Through A Trusted Device Section) position this option to customers.

Quick Helps

We can sit down with customers to try and go through the full process of resetting their password. This needs to be done in a quick help. If they agree you can go through this website.

An additional tip is, if you can not get into the Password & Security section in settings because it asks for a password, just input a wrong password 3 times and it will promt you with a "Reset Password" option. You can follow the questions it asks to try and reset the password that way.