[NetworkPerson]

I’ve seen a few locked iPads go through my office (MSP). In every case that the client could produce the original purchase receipt, Apple was fine working with us to remove an activation lock. Get the BestBuy receipt, tell Apple you’re locked out but can prove it’s yours, and you should be fine.

[another_ian]

I will have to get him over to the Apple store with the Best Buy receipt then, thank you for that info.

[coisasdavida]

Activation Lock is never dealt at Store level. There is a website specifically for this and the customer should start the procedure online.

[coisasdavida]

Start a request at the end of this page, https://support.apple.com/en-us/108934, if it gets that far, but I would exhaust all options first.

Should look into account password first. If he has started account recovery, Activation Lock removal will fail.