iPhone and iPad setup
A new or recently erased iPhone or iPad starts at the Setup Assistant screen when the device is turned on. Setup Assistant walks the user through setting up and configuring the device. If the user is moving from an old iPhone or iPad to a new or recently erased one, they have options for transferring data. Whether the device is user- or organization-owned could determine the migration path.
To make setup as smooth as possible, you may need the following available:
An internet connection (one of the following):
Wi-Fi network (you may need the name (SSID) and password of the network).
Cellular data service through a carrier (not required for iPhone 14 or later models).
USB-C Ethernet adapter connected to a wired network.
Determine if an Apple Account will be used and have the Apple Account email address and password ready:
For a Managed Apple Account:
The user may sign in to a Managed Apple Account during Setup Assistant.
The user may sign in to a Managed Apple Account on their iPhone or iPad after it has completed Setup Assistant in Settings > General > VPN & Device Management > “Sign In to Work or School Account.”
For an unmanaged Apple Account:
An unmanaged Apple Account email address and password, if an Apple Account was used on the previous device.
If the user doesn’t have an unmanaged Apple Account, they can create one during setup.
An unmanaged Apple Account can also be created at account.apple.com.
An Apple Account may not be required if an organization does not require one for organization-owned devices, or if the device is user-owned.
The previous iPhone or iPad, an iCloud Backup of the device, or a Mac backup, if transferring data to a new device.
If there isn’t sufficient storage space to back up a device to iCloud, iCloud provides enough storage for an unmanaged Apple Account to complete a temporary backup, free of charge, for up to three weeks from the purchase of iPhone. On the previous device, go to Settings > General > Transfer or Reset [device name]. Tap Get Started, then follow the onscreen instructions.
For more information, see Back up an unmanaged iPhone or iPad to a Mac.
If iPhone or iPad (Wi-Fi + Cellular) can’t activate
If your iPhone or iPad (Wi-Fi + Cellular) can’t be activated or an alert says the activation server is unavailable or the SIM card or eSIM is unsupported.
What to look for:
Device displays “Activation Error” or “Unable to Activate.”
Stuck on the Hello screen or unable to proceed past it.
Steps to take:
Check the Apple System Status page: Make sure that the iOS Device Activation service is operational.
Restart the device: A restart can often resolve activation issues.
Use a reliable network: Connect to a reliable Wi-Fi network. If using cellular data, consider switching to Wi-Fi.
If there is an error message on the iPhone or iPad that says the activation server is temporarily unavailable or can’t be reached when trying to activate, wait a few minutes, then repeat the previous steps.
Activate with a Mac: Connect the device using the USB cable that came with the iPhone or iPad to a Mac with the latest version of macOS. Wait while the Mac detects and activates the iPhone or iPad.
If an alert appears that says “Set up as New” or “Restore from Backup," it means the iPhone or iPad is activated.
If you get an error message on the Mac that says that the SIM card or eSIM isn’t compatible or is invalid, contact the carrier.
If you get an error message that says the “activation information was invalid” or “activation information could not be obtained from the device," use recovery mode to restore the iPhone or iPad.
For more information, see the Apple Support article If you can’t activate your iPhone or iPad (Wi-Fi + Cellular).
If iPhone or iPad won’t connect to a Wi-Fi network
What to look for:
Unable to join a Wi-Fi network during setup.
Wi-Fi network appears dimmed or doesn’t show up.
Steps to take:
Check the Network settings: Check the Apple System Status page to make sure that the iOS Device Activation service is operational.
Restart the device: Restart both iPhone or iPad and the Wi-Fi router.
Check the Wi-Fi network: If the device is connected to a Wi-Fi network but can’t get online, try to use the Wi-Fi network on other devices. If other devices can’t get online, there might be a service outage. Call the internet provider for help.
Try a different location: Try connecting to a Wi-Fi network in a different location. If the device can connect, get help with the Wi-Fi network.
Update the router firmware: Update the Wi-Fi router with the latest firmware and make sure that the router supports the Apple device. For more information, contact the router’s manufacturer.
If the user can’t sign in with an Apple Account
What to look for:
Unable to sign in to an Apple Account during setup.
Error messages indicating account creation- or sign-in issues.
Steps to take:
Check the Apple System Status page: Confirm that no outages or scheduled maintenances are currently affecting Apple Account or iCloud. For more information, see the Apple System Status page.
Verify the internet connection: Ensure that the device is connected to a stable internet connection.
Check the Apple Account credentials: Confirm that the Apple Account credentials are correct. Sign in to account.apple.com.
Create an account later: Set up the device without an Apple Account and sign in later through Settings.
For more information, see If you can’t connect or sign in to iCloud and If your Apple Account is locked, not active, or disabled.
If iPhone or iPad is protected by Activation Lock
What to look for:
Error messages indicating Activation Lock is turned on.
After erasing the device or during the Setup Assistant process, this message might appear: “iPhone Locked to Owner” or “iPad Locked to Owner.” This message indicates Activation Lock is turned on.
What’s happening:
Each time an iPhone or iPad is activated or recovered, the device contacts Apple to check whether Activation Lock is turned on.
User-linked Activation Lock turns on automatically when the user sets up Find My. After it’s turned on, Apple securely stores the Apple Account on its activation servers and links it to the device. The Apple Account password or device passcode is required before anyone can reactivate and use the device.
Organization-linked Activation Lock can be turned on for supervised devices in the device management service by the administrator. Before anyone can reactivate and use the device, they need the bypass code from the service or the Managed Apple Account user name and password used to create the service token that links the service to Apple School Manager or Apple Business Manager.
Steps to take:
Enter the Apple Account credentials: If the device is protected using user-linked Activation Lock, enter the unmanaged Apple Account credentials used to turn on Find My. If the device is protected using organization-linked Activation Lock, either enter the bypass code from the service or the Managed Apple Account credentials used to linked the service to Apple School Manager or Apple Business Manager.
Turn off Activation Lock: In Apple School Manager or Apple Business Manager, a user with Manage Device privileges can turn off organization- and user-linked Activation Lock for an organization-owned iPhone, iPad, or Mac. The device needs to be added to Apple School Manager or Apple Business Manager before Activation Lock is turned on and not been released; however, it doesn’t need to be assigned to a device management service.
Start an Activation Lock support request: Proof-of-ownership documentation is required. The documentation needs to include the product serial number, IMEI, MEID, or EID. To start a support request, select one of the following options:
Important: Before erasing or reassigning a device, ask users to sign out of their unmanaged Apple Account. On supervised devices, use device management to prevent users from turning on user-linked Activation Lock.