I have an iPhone 6 that I'd like to erase and reset to Factory settings before returning it to my new Service Provider in part exchange for my new phone. Unfortunately, the Apple account password is not being recognised, even though I can login with it through the web, and on my new phone.
How can I reset my old phone to it's factory defaults and erase its contents in this situation ?
iPhone 6s
Hi there, WilliamInJapan!
Thanks for reaching out to the Apple Support Communities! It sounds like you’re having an issue with erasing your iPhone to be able to return it to the Apple Authorized Service Provider for exchange and I’m happy to help! I recommend you check out this article with What to do before you sell, give away, or trade in your iPhone, iPad, or iPod touch. Since you are able to sign into the web and new device, you can erase the device remotely, then follow the steps to remove the device from your Find my iPhone option on the iCloud website.
If you no longer have your iPhone, iPad, or iPod touch
If the steps above weren't completed and you no longer have your device, use these steps:
Ask the new owner to erase all content and settings using the above steps.
If you're using iCloud and Find My iPhone on the device, sign in to iCloud.com or the Find My iPhone app on another device, select the device, and click Erase. After the device has been erased, click Remove from Account.
If you can't follow either of the above steps, change your Apple ID password. This won't remove personal information that's stored on your old device, but it prevents the new owner from deleting your information from iCloud.
If you're switching to a non-Apple phone, deregister iMessage.
If you're using Apple Pay, you can remove your credit or debit cards at iCloud.com. Choose Settings to see which devices are using Apple Pay, then click the device. Next to Apple Pay, click Remove.
Have a terrific day!
Hi there, WilliamInJapan!
Thanks for reaching out to the Apple Support Communities! It sounds like you’re having an issue with erasing your iPhone to be able to return it to the Apple Authorized Service Provider for exchange and I’m happy to help! I recommend you check out this article with What to do before you sell, give away, or trade in your iPhone, iPad, or iPod touch. Since you are able to sign into the web and new device, you can erase the device remotely, then follow the steps to remove the device from your Find my iPhone option on the iCloud website.
If you no longer have your iPhone, iPad, or iPod touch
If the steps above weren't completed and you no longer have your device, use these steps:
Ask the new owner to erase all content and settings using the above steps.
If you're using iCloud and Find My iPhone on the device, sign in to iCloud.com or the Find My iPhone app on another device, select the device, and click Erase. After the device has been erased, click Remove from Account.
If you can't follow either of the above steps, change your Apple ID password. This won't remove personal information that's stored on your old device, but it prevents the new owner from deleting your information from iCloud.
If you're switching to a non-Apple phone, deregister iMessage.
If you're using Apple Pay, you can remove your credit or debit cards at iCloud.com. Choose Settings to see which devices are using Apple Pay, then click the device. Next to Apple Pay, click Remove.
Have a terrific day!
Unable to erase my device
