HT203808: If you see an "Incorrect Apple ID or Password" alert when you set up iCloud in the Setup Assistant

Learn about If you see an "Incorrect Apple ID or Password" alert when you set up iCloud in the Setup Assistant
kidbonita13

Q: iCloud lockout on app store and devices

My apple ID and password for iCloud are correct but the app store and icloud on my iphone and ipad will not recognize them. I am locked out, but no way to get in.

I went to the Genius Bar and they couldn't help. They set up a tech support call, which came later than schedule, so I couldn't answer it.

Since Apple isn't recognizing my ID and password for iCloud, I also was unable to reschedule.

I can sign into myappleid.com, just not into the app store (to update apps) or to icloud, so my phone has removed all icloud data (such as contacts, notes).

iPhone 6, iOS 9.3.1, same issue with iPad

Posted on May 19, 2016 4:13 PM

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Q: iCloud lockout on app store and devices

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  • Helpful answers

  • by LACAllen,

    LACAllen LACAllen May 19, 2016 5:35 PM in response to kidbonita13
    Level 5 (4,854 points)
    iCloud
    May 19, 2016 5:35 PM in response to kidbonita13

    I'm afraid you can't win debate with a computer. Is your data still there when you sign in to icloud.com?

     

     

    I would do a hard restart on your phone. Home button and sleep/wake button together for 7-10 seconds.

     

    Then I would suggest a reset all settings. This doe snot delete data, only your wifi password, resets your home screen and icons.

     

    Settings > General > r=Reset > Reset All Settings

  • by kidbonita13,

    kidbonita13 kidbonita13 May 19, 2016 5:50 PM in response to LACAllen
    Level 1 (4 points)
    iPhone
    May 19, 2016 5:50 PM in response to LACAllen

    Thank you, but I've already tried all of those things. The people at the Genius Bar said that my devices are locked out of iCloud or security purposes and that Apple has to let me back in. However, Apple doesn't seem interested in getting it fixed. It seems like I have spent hours with them... and this isn't the first time that they just stop responding once they can't figure it out.

  • by gail from maine,

    gail from maine gail from maine May 19, 2016 5:59 PM in response to kidbonita13
    Level 7 (26,129 points)
    iCloud
    May 19, 2016 5:59 PM in response to kidbonita13

    What happens when you try to sign in? You are certain that there is no ID signed in when you go to Settings>iCloud or Settings>iTunes & App Store? You see no Apple ID when you go to those locations?

     

    Cheers,

     

    GB

  • by LACAllen,

    LACAllen LACAllen May 19, 2016 6:06 PM in response to kidbonita13
    Level 5 (4,854 points)
    iCloud
    May 19, 2016 6:06 PM in response to kidbonita13

    Unless you or someone else has been acting strange within your iCloud account, there are only 2 reasons to have your Apple ID locked.

     

    1 - Apple needs you to change your password.

    2 - You have an iTunes "issue"

     

    That you have partial access to your account, via appleid.apple.com makes no sense. If you can get there, you can change your password.

  • by kidbonita13,

    kidbonita13 kidbonita13 May 19, 2016 6:10 PM in response to LACAllen
    Level 1 (4 points)
    iPhone
    May 19, 2016 6:10 PM in response to LACAllen

    I've changed passwords. They told me that because of the issue I had before with my apple id and logging in that tech support and I logged in too many times so now it's locked.

    I thought this would get me an answer from Apple, because I've already done all of the things that everyone is suggesting. I just can't get Apple to get it fixed. They already told me it's a problem on their end and I can't fix it myself.

  • by LACAllen,

    LACAllen LACAllen May 19, 2016 6:16 PM in response to kidbonita13
    Level 5 (4,854 points)
    iCloud
    May 19, 2016 6:16 PM in response to kidbonita13

    They told me that because of the issue I had before with my apple id and logging in that tech support and I logged in too many times so now it's locked.

     

    Well, that's a new piece of information.

     

    I doubt any of us can help now.

     

    fyi...Apple doesn't offer support here. This is a user-to-user community.

  • by gail from maine,

    gail from maine gail from maine May 19, 2016 6:22 PM in response to kidbonita13
    Level 7 (26,129 points)
    iCloud
    May 19, 2016 6:22 PM in response to kidbonita13

    What happens when you try to sign in? You are certain that there is no ID signed in when you go to Settings>iCloud or Settings>iTunes & App Store? You see no Apple ID when you go to those locations?

     

    Cheers,

     

    GB

      

  • by ssschmidt,

    ssschmidt ssschmidt May 19, 2016 6:22 PM in response to kidbonita13
    Level 5 (4,793 points)
    May 19, 2016 6:22 PM in response to kidbonita13

    That "lock" is usually an 8 hour waiting period.  Try again tomorrow.

  • by kidbonita13,

    kidbonita13 kidbonita13 May 19, 2016 6:29 PM in response to ssschmidt
    Level 1 (4 points)
    iPhone
    May 19, 2016 6:29 PM in response to ssschmidt

    They told me at the Genius Bar 90 days.

  • by LACAllen,

    LACAllen LACAllen May 19, 2016 6:34 PM in response to kidbonita13
    Level 5 (4,854 points)
    iCloud
    May 19, 2016 6:34 PM in response to kidbonita13

    OK...that's very different then.

     

    That's the delay we all face when we sign out of an Apple ID on the iTunes store. You can't just sign in and out of the iTunes store at will. You really should share all the details you can at the beginning of a post so we can help that much faster.

     

    This is expected behaviour. There is nothing to fix, because nothing is broken.

     

    View and remove associated devices in iTunes - Apple Support

     

    Screen Shot 2016-05-19 at 9.32.51 PM.png