HT204306: If you forgot the passcode for your iPhone, iPad, or iPod touch, or your device is disabled

Learn about If you forgot the passcode for your iPhone, iPad, or iPod touch, or your device is disabled
joelfromnelson

Q: When I try to restore my iPhone with iTunes it asks for a password but when I put in my iTunes password it says it is incorrect

ttrying to restore my iphone with iTunes it asks for a password but when I put in the iTunes password it says the password is wrong. This is not the passcode

iPhone 5s, iOS 9.1

Posted on Oct 23, 2015 1:22 AM

Close

Q: When I try to restore my iPhone with iTunes it asks for a password but when I put in my iTunes password it says it is incorrect

  • All replies
  • Helpful answers

  • by alex_h1,

    alex_h1 alex_h1 Oct 24, 2015 1:28 PM in response to joelfromnelson
    Community Specialists
    Oct 24, 2015 1:28 PM in response to joelfromnelson

    Hi Joel,

     

    I see that you're being prompted for a passcode when restoring from a backup.  This indicates you're restoring from an encrypted backup.  For help with the passcode, take a look at the suggestions below.  If you do not know the passcode, then you will be unable to restore from that backup.

     

    What if I can’t remember the password for my encrypted backup?

    You can't use an encrypted backup if you don't have the password. 

    When you try to use a backup, you might see a message saying "The password you entered to unlock your backup was incorrect." This message means that the iTunes encryption option was turned on in the past by:

    • Yourself
    • Someone who set up your device or transferred your data to a new device
    • An installed profile (for business or education devices). If you're using an installed profile, contact your system administrator.

    If you don't have your password:

    • If someone else set up your device, check with them for the password. 
    • Try using an iCloud backup instead. If you don't have an iCloud backup, you can make one.
    • If it's still relevant, try using an older iTunes backup.

    About encrypted backups in iTunes

     

     

    Cheers.

  • by eskavater,

    eskavater eskavater Jan 21, 2016 2:02 AM in response to joelfromnelson
    Level 1 (0 points)
    Jan 21, 2016 2:02 AM in response to joelfromnelson

    Try and enter the password for your computer. The master password you enter when you boot up. It worked for me after trying all my itunes and app store log ins. Good luck