My son has smashed the screen on his iPhone. We have replaced screen, but phone is saying we have to erase data and restore from iCloud. To do this, we have to enter Apple ID and password, but he has forgotten his password. It will not let us proceed without this? I have tried changing his password through Apple Support App on my iPhone, but it sends verification email to his phone which obviously we can’t access. Please help, I am totally stuck 😕
iPhone 8
Have you tried adding his email address to your phone so your phone will receive a copy of the email?
If you forgot the Apple ID (iCloud) password, enter the Apple (iCloud) ID, and click Forgot Password. See if you can get a Rescue or Notification email option. Link to contact Apple Support at the end of the 2nd article.
If you have 2 Factor Authentication enabled, if you can't recover the password using the steps above, you will need to use Account Recovery. The Recovery Process is an automated process and the length of time it takes can vary a lot. Apple ID Support can only answer your questions. They can't intervene in or speed up the process. The article below has some suggestions to shorten the time the process takes.
Apple ID - Recover your Apple ID with two-factor authentication account recovery. *
Have you tried adding his email address to your phone so your phone will receive a copy of the email?
If you forgot the Apple ID (iCloud) password, enter the Apple (iCloud) ID, and click Forgot Password. See if you can get a Rescue or Notification email option. Link to contact Apple Support at the end of the 2nd article.
If you have 2 Factor Authentication enabled, if you can't recover the password using the steps above, you will need to use Account Recovery. The Recovery Process is an automated process and the length of time it takes can vary a lot. Apple ID Support can only answer your questions. They can't intervene in or speed up the process. The article below has some suggestions to shorten the time the process takes.
Apple ID - Recover your Apple ID with two-factor authentication account recovery. *
Apple ID
