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
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
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
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.