HT202033: Get started with iPhone, iPad, and iPod touch
Learn about Get started with iPhone, iPad, and iPod touch
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Helpful answers
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Oct 2, 2016 10:10 AM in response to annacourtney40by MoonJ.,Hi annacourtney40,
From what you are describing, it sound like one of a couple things may be going on. I know that it's important to have access to your iPhone, so I'm happy to help.
If you are having issues with a forgotten passcode, you'll need to erase your device. This article provides a few methods for doing so:
If you forgot the passcode for your iPhone, iPad, or iPod touch, or your device is disabled - Apple Support
On the other hand, if you are having issues restoring from an encrypted backup because you have forgotten the password, this article may be more useful:About encrypted backups in iTunes - Apple Support
Also, if you are being prompted for your Apple ID and password, you may have a device that is Activation Locked, in which case this article may be helpful:
Find My iPhone Activation Lock - Apple Support
Thanks for using the Apple Support Communities. Cheers!
