Trade-in Rejected and Returned and Now Can't Access Mac

Try to erase Apple install macOS and reformat the internal SSD and reinstall macOS with Recovery mode.

Use macOS Recovery on an Intel-based Mac - Apple Support

wenganna wrote:

I bought a new MacBook Pro Max and traded in my MacBook Pro 2019 but Apple rejected the trade-in stating in the rejection e-mail: "Your device has been received. But it’s ineligible for trade-in or doesn’t match the condition you described. So your trade-in has been canceled and your device will be shipped back to you." When I sent it in, I erased it. When it was returned to me, Apple had installed Catalina OS and the battery was not charged. I recharged battery but I cannot access computer as the use is Apple and I don't have the password. How do I access my computer now? How do I reset so I can use it?

https://discussions.apple.com/content/attachment/18825b0b-9040-4e97-997a-5e4f7b0fb4d6

You can try to Boot to Internet Recovery and see if you can simple erase the machine and set it back up.

How to reinstall macOS - Apple Support

or

you can try the configurator: Revive or restore an Intel-based Mac using Apple Configurator - Apple Support

or

call Apple and ask them Customer Support (800) MY–APPLE (800–692–7753)

wenganna Said:

"Trade-in Rejected and Returned and Now Can't Access Mac: [...]I recharged battery but I cannot access computer as the use is Apple and I don't have the password. How do I access my computer now? How do I reset so I can use it?"

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Thank you for the photo.

Troubleshooting Apple Mac Login:

Seems to be a mis-hap on Apple's Part. So, contact Apple Support and show them this thread through screensharing your iPhone.

Screenshare with the Apple Rep:

To easily show the Apple Rep what is going on here, request a prompt for a screensharing session with the Apple Rep. That will allow them to see this firsthand, and upfront. Show this user through screensharing your Mac. Show them any paperwork or hover over something, through screensharing your iPhone.

Learn More at My User Tips: 

• iPhone: Screenshare your iPhone with the Camera App Enabled to Easily Converse Over-the-Phone with Apple Support - User Tip
• Mac: Screensharing MacOS FaceTime to Easily Converse Over-the-Phone with Apple Support - User Tip

Apple Phone Support:

• Contact Us - Choose Locations
• Proceed from there as Necessary
• Why the Wait: Phone calls are taking a bit to go through at the moment, due do lots of calls. With the Coronavirus Pandemic, many are at home at the moment, with much time on their hands to contact Apple. So, just stay on the line, and you will get through :)

wenganna wrote:

Thanks for all the suggestions. The saga continues. I restarted in Recovery Mode and first tried restoring from Time Machine Back up but it couldn't do it because it said it couldn't find a system on my Time Machine Backup. But, that's a problem for another time. Then I realized I was able to connect to my WiFi in Recovery Mode so I reinstalled the operating system but that took me back to Apple as the User with an unknown password. I tried to erase disk and reinstall so I can get rid of Apple as the User. It allows me to open Disk Utility but when I tried erasing the disk, it fails.

https://discussions.apple.com/content/attachment/4b6113e6-bfed-4633-b465-dd1cc1caf24e

did you try generic passwords to make progress—

Apple, apple, User, user, Admin, admin, Test, test or all guesses

If you get in—Create new account give your self admin privileges, and delete the Apple user(?)

Otherwise you are back to post above.

You are welcome.