When to Use "Item Lock Hold"
Item Lock Hold is a subcategory within the Mail-In offers workflow. Use this status when your team finds that a customer’s device is locked during inspection, including:
Account-based locks (e.g., iCloud / Google account lock)
Screen locks (PIN / Passcode / Pattern)
This replaces the previous Activation Lock Hold limitation, allowing more complete handling of all device lock scenarios.
Customize the Activation Lock Message
A default Activation Lock message format is already provided, but you can customize it to match your brand’s tone.
To customize it:
Go to Settings → Customer Portal → Customer Portal Message → Mail-In Tab → Activation Lock Text Info.
Click the meatballs icon and select Edit.
Modify the message to align with your company’s branding and tone.
Add the shortcode without modifying the existing format.
Click Preview to review your customized message.
Once done, click Save Changes.
Also read about customizing your email notifications.
Steps to Apply Item Lock Hold
Open the Offer Detail page
Click the pencil icon to edit
Change the status to Item Lock Hold
Select the item(s) and define lock details:
Lock Type: Account lock or Screen lock
If Screen lock: select PIN / Passcode / Pattern
Optional: add a per-item note
(Optional) Toggle Send Email to notify the customer
Click Update Status to confirm changes
Once updated, the system automatically sends instructions to the customer based on lock type.
Note
You can’t update the status until all items are confirmed as cleared.
Item-Level Lock Rules
Each item must be clearly classified:
Account Lock → customer must remove the account lock and confirm in the portal
Screen Lock (PIN / Passcode / Pattern) → customer must submit unlock information via portal
Validation rules:
Screen lock items must include a Screen Lock Type
Cannot save status if the required lock classification is missing
What Your Customer Sees
After update:
Customer receives email and portal notification
Each locked item appears with a specific action card based on the lock type
Account Lock
Button: Confirm account unlock
Screen Lock
PIN → numeric input submission
Passcode → text input submission
Pattern → 3×3 grid pattern input
After submission, the locked badge is removed from the item.
What Your Customer Needs to Do
Ensure the device account has been removed.
Click Account Removed → Confirm Unlock.
Once completed, the item’s status changes to Processing.
What to Do Next
After unlocking the device:
Click the meatballs menu on the item
Select Mark Unlock (Verified)
Continue inspection and processing
Additional Lock Management Actions
You can now manage lock status directly at the item level using the following actions:
Mark as Locked
Use this option when:
A customer incorrectly marks a device as unlocked
A previously unlocked device is found to still be locked during inspection
When selected, the item will be returned to Item Lock Hold, and the customer will be prompted to complete the unlock process again.
Mark as Unlocked
Use this option when:
The customer provides unlock details outside the Customer Portal
Your team manually verifies that the lock has been removed
This allows your team to continue processing the device without requiring the customer to resubmit information through the portal.
Note About Data Handling & Security
PIN / Passcode / Pattern is stored as an encrypted secret
Never included in logs or analytics
Automatically deleted after verification or after 72 hours
All lock-related actions, including Mark as Locked and Mark as Unlocked, are recorded in audit logs for traceability and review.
Eligibility and Validation
Item Lock Hold is only available for supported device categories that can reasonably contain activation locks or screen locks.
For unsupported catalog categories, the Item Lock Hold option will not be displayed.
Additional validation rules help prevent invalid status changes and ensure lock information is properly captured before the status can be updated.
Tips & Notes
Use Item Lock Hold only when devices are confirmed locked
Enable email notifications to speed up customer response
This flow reduces returns and improves inspection completion speed
Supports both account lock and screen lock scenarios for full coverage
If a customer incorrectly confirms that a device has been unlocked, you can use Mark as Locked to return the item to Item Lock Hold.
If unlock information is provided outside the Customer Portal, you can use Mark as Unlocked after verification.
Lock-related actions are tracked through audit logs to improve accountability and troubleshooting.
Item Lock Hold is only available for eligible device categories that support lock management.
Using Activation Lock Hold makes it easier for your team to handle locked devices, and there is no need to ship them back. It streamlines communication, speeds up resolution times, and ensures a smoother experience for both your team and your customers.