1 2 Previous Next 22 Replies Latest reply: Nov 12, 2013 12:48 PM by mdwish Go to original post
  • 15. Re: "iCloud Restore from Backup" gives error "Incorrect Apple ID or Password"
    Freddie Cox Iii Level 1 Level 1 (5 points)

    Same here. I hit a dead end with AppleID Support after being re-directed to their selfsolve website 4 times and each time someone would close the ticket and tell me that it was someone else's department.

     

    What I ended up doing is moving my iCloud and iTunes Match Services to a new AppleID. There is no way to transfer purchases from the AppStore so I still use it to keep my purchased apps.

     

    It doesn't appear that we will ever be able to resolve this issue as I can not find anyone who is willing to own this issue.

  • 16. Re: "iCloud Restore from Backup" gives error "Incorrect Apple ID or Password"
    mdwish Level 1 Level 1 (0 points)

    I spoke with a senior support advisor who is escalating this issue with Apple and has agreed to "own it" at least temporarily.  I will post the findings when I hear more and hopefully receive a solution other than using a new Apple ID.

  • 17. Re: "iCloud Restore from Backup" gives error "Incorrect Apple ID or Password"
    Phantom519 Level 1 Level 1 (0 points)

    Had the same problem today - I'm an apple store employee, and wanted to restore my phone.  When I tried to bring back my icloud backup (which is there, since I can see it in my icloud settings), it gave me the same error message.  I have pictures and voice messages from a close friend who died recently on this backup and I can't believe that I will lose it all because I work for Apple.  It's just ridiculous.  Please tell us how your story unfolds - I'll try to contact the higher ups tomorrow at the store.

  • 18. Re: "iCloud Restore from Backup" gives error "Incorrect Apple ID or Password"
    Freddie Cox Iii Level 1 Level 1 (5 points)

    Good luck. You may have a better chance since you are still internal. Not sure that IS&T will be able to help, but someone may be able to get you in touch with part of the AppleID/iCloud team who can point you in the right direction. Please let us know if you have any success and if there is anything we can do to replicate that success.

  • 19. Re: "iCloud Restore from Backup" gives error "Incorrect Apple ID or Password"
    mdwish Level 1 Level 1 (0 points)

    I have an AppleCare guy escalating this and they are troubleshooting with my account.  He seems to be owning this so hopefully I'll have some news to report in the coming weeks.  He did tell me that all the internal documents have said that there are only 4 types of "supported" iCloud accounts including customer, developer, etc.  The problem with mine is that its considered reseller, which is one of a handful of "unsupported" account types... so thats where the problem is -- solution is still at-large.  Will report back.

  • 20. Re: "iCloud Restore from Backup" gives error "Incorrect Apple ID or Password"
    Carl A. K. S. Level 1 Level 1 (0 points)

    I was also just in contact with a CS rep. here in Scandinavia, and he sent the problem on to their tech guys. Also told me that he would contact me, by phone or e-mail, when they have a solution, and also that if I find something that works he would appreciate if I contacted him so they could post the solution online. Apparently nobody had heard anything about this at this particular call center.

     

    Something I seem to see as a pattern is that we all have a different account type than "regular" users. (I used to work at a reseller, so I've used this ID to log into the Apple sales training system.) Am I correct in this assumption?

  • 21. Re: "iCloud Restore from Backup" gives error "Incorrect Apple ID or Password"
    mdwish Level 1 Level 1 (0 points)

    That is definitely the case with mine.  I used my account to log into apple sales web earlier this year and iCloud hasnt worked properly since.  The guys I spoke with had never hear of this issue either when I first called.

  • 22. Re: "iCloud Restore from Backup" gives error "Incorrect Apple ID or Password"
    mdwish Level 1 Level 1 (0 points)

    Apple fixed my account!

     

    I wanted to let everyone know, if you experience this same issue with your iCloud backup being inaccessible because you have a "Reseller" account, it can be fixed.

     

    After speaking with a Senior Advisor at Apple, and explaining the issue and all the troublehsooting steps I went through, they escalated my issue to engineering and put my account in troubleshooting mode where they gave developers access to my account.  About 2 weeks later, they came back and told me they were able to change my account from "reseller" to "customer" and I am now able to access my iCloud backups and restore them.

     

    To solve your issue, it's not easy, but if you are persistent about getting in touch with senior advisors they are able to make this manual change to your account.

     

    Good luck!

1 2 Previous Next