I have an issue with my iPhone 7 Plus, which today I wanted to replace with the XS.
After backing it up to a Macbook and then resetting the old phone, I logged in to the Apple ID site to remove the IPhone from my account. However, it wasn't there! All of this took maybe 20 minutes.
Now I can neither restore the backup from the Macbook through iTunes, nor can I set up the old Iphone as a "new Iphone" anymore. Both attempts lead to a screen saying that the Iphone is locked to an account "firstname.lastname@example.org", which is not me! My account is "a**********@p*******.de"!
The SIM card is not locked in any way, I bought the phone without a cellular plan! The restore doesn't work with or without the SIM card.
I bought this iPhone brand new from a trusted retailer, and the iPhone has always ever only known my own Apple ID!
I cannot reset the iPhone through ITunes, or any other way.
How can this happen and what do I do? I fear I have to go to an Apple store and explain the dilemma. I do have the original receipts and can prove this is my phone that way, hopefully!