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iPhones that have been turned into departments by previous users may not be available for re-activation due to Apple's Activation Lock.

If the previous user does not sign out of iCloud and you need to unlock the Activation Lock, it takes 10 business days to get the device unlocked by Apple. You will need proof of purchase including the phone's serial number (found in the device's Settings > [your name] >[the phone's name] > Serial Number), receipt, and a copy of the back of the box from the phone's original packaging. If you do not have a copy of the receipt, your department Telephone Coordinator will need to submit a New Mobile Phone or Service Change request.