Why won't a replacement iPhone finish setup after the old phone was lost?
Answer
A replacement iPhone usually cannot finish setup until the previous device is removed from the Apple ID and Activation Lock is cleared with the correct Apple ID password or account recovery. Start at iforgot.apple.com if the password is unknown, then complete setup with that same Apple ID.
Before you start: stop right away if…
- Stop if any site or caller asks you to pay to unlock an iPhone or bypass Activation Lock outside Apple's official process.
- Erasing a lost iPhone remotely can remove it from Find My after the erase completes; only do that when you understand the tradeoff.
Follow these steps
Recover the Apple ID password
On another device, open iforgot.apple.com, enter the Apple ID email used on the lost phone, and follow Apple's password reset or account recovery steps.
You should see: You regain access to the Apple ID or start Apple's official account recovery process.
Mark the lost iPhone as lost if it still appears in the account
Sign in at iCloud.com or in Find My on another Apple device, select the lost iPhone if it still appears, and use Mark As Lost. Do not use Erase unless you understand it may remove the device from the account after it comes online.
You should see: The lost phone is secured under the Apple ID and listed as lost or offline.
Return to the new phone setup screen
On the replacement iPhone, continue setup and sign in with the same Apple ID and the recovered password when Activation Lock or Apple ID setup appears.
You should see: The phone accepts the Apple ID and moves past the lock or setup sign-in screen.
Finish setup and review trusted devices
Complete the remaining setup screens, then review devices listed on the Apple ID account and remove the lost phone once it is safe to do so.
You should see: The new iPhone reaches the Home screen and the account device list looks current.
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Extra tips
What to look for: Setup screens that ask for the previous owner's Apple ID, a message similar to Forgot password or don't have an Apple ID, or Activation Lock preventing the Home screen from appearing.
Before you change anything: Confirm you are using the Apple ID that was signed in on the lost phone. Use only appleid.apple.com or iforgot.apple.com from a browser you open yourself. Do not erase the new phone repeatedly unless setup instructions require it. Never pay an unexpected fee or share codes with someone claiming they can unlock it.