When a device is returned or submitted for clearance, it may arrive locked, protected by Activation Lock (Apple), BitLocker (Windows), or a Mobile Device Management (MDM) lock.
Locked devices cannot be wiped, reused, or resold until the lock is removed. This article explains what each lock type means, how to resolve it, and what happens if it can't be removed.
In this article
Activation Lock (Apple devices)
Activation Lock ties a Mac or iPhone to a personal Apple ID. It activates automatically when a user signs into iCloud or enables Find My.
To remove Activation Lock, the previous user must:
- Sign in to icloud.com/find.
- Locate the device and select Remove from Account.
- Send Deel IT a screenshot of iCloud with the device removed as confirmation.
If the lock cannot be removed:
- For Deel-leased devices: if the lock is not resolved within 24 hours, a replacement fee will be charged to your organization based on your contract terms.
- For organization-owned devices: Deel IT will store the device as-is. You will be notified and asked to add a note to the asset record.
- For devices submitted for clearance: Deel IT will request that you unlock the device. If unresolved, the device will be returned or recycled. Fees may apply.
BitLocker (Windows devices)
BitLocker is a Windows encryption feature. A locked device requires a 48-digit recovery key to unlock.
To find your BitLocker recovery key:
- Check your organization's MDM or Microsoft Intune admin console.
- If BitLocker was enabled by the team member personally, ask them to locate the key via their Microsoft account at account.microsoft.com.
- Share the recovery key with Deel IT to proceed.
MDM lock
MDM (Mobile Device Management) allows an organization's IT admin to remotely lock a device. A device may become locked after an employee is offboarded if it is still enrolled in your organization's MDM.
- Contact your IT admin and ask them to locate the device in your MDM platform (e.g., Jamf, Intune, JumpCloud).
- Ask them to remove the lock or unenroll the device.
- Confirm with Deel IT once the lock has been removed.
Frequently Asked Questions
What happens if a locked device is submitted for clearance?
Deel IT will contact you to unlock the device. If it cannot be unlocked within two weeks, the device will be returned to you at your organization's cost, or recycled — which may incur additional charges.
Can Deel IT remove a lock on my behalf?
In most cases, no. Activation Lock and BitLocker can only be removed by the user or your IT team. If your organization's MDM is managed by Deel IT, our team may be able to assist — contact support to check.
Will my organization be charged if a device is returned locked?
For leased devices, a replacement or penalty fee may apply if the lock cannot be resolved. For organization-owned devices, the device is stored as-is or returned to you, though shipping fees may apply.
What if I can't reach the former team member to remove Activation Lock?
Deel IT will follow up with the team member and copy your Organization Manager. If there's no response within 24 hours, the device will be treated as unusable and a replacement fee will be applied to leased devices.
How do I prevent lock issues before collection?
Before a device is returned, instruct the team member to: sign out of their Apple ID and turn off Find My (Apple), disable BitLocker or ensure the recovery key is accessible (Windows), and confirm with your IT admin that the device has been unenrolled from your MDM.