Can't open Mail in iCloud

Question

Level 1

4 points

Can't open Mail in iCloud

Hello, friends

So my issue is straightforward. I can't open the Mail app in iCloud.com. I can't use it for around 3 months and the communication with customer support so far is more than terrible...

Same as many other tech industry worker, I have many devices. I have Mac, iPad, iPhone, Android, Win, Linux and I use all of them in my life. When I switch to lab where only Linux machine is available, I use web Mail app for communication.

One day, I noticed that I can't open my iCloud.com anymore, from all my devices. so I contacted the apple support, they asked me to go through all the devices that I have and every single browser I have to test a login and record a video. I have 6 computers, 2 phones and 1 tablet, each have 2~3 browsers (chrome, safari, brave) installed. It was painful, but for the purpose of Apple's internal rule or some sorts, I cooperated with them for a call around 4 hours and countless of emails and uploads.

Weeks later, my situation has an update, I can login my iCloud.com, but the Mail app still lock me out. So I find back the ticket and email the support about the remaining issue. They want me to do the previous procedures again! Hours and hours of recording on tens of browsers which is extremely time wasting under the circumstances that is purely their backend issue.

I rejected their request for me to upload videos. Not only for time wasting, but also for the way of handling. It means every time I try to communicate with them, I have to spend my half day to provide unnecessary evidece. The ticket leads me to no where right now, any suggestions from community member?

Posted on Oct 4, 2022 2:51 PM

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Answer 1

tygb

Level 9

64,742 points

Oct 5, 2022 12:50 AM in response to Y947

As you mentioned -

Weeks later, my situation has an update, I can login my iCloud.com, but the Mail app still lock me out.

If you are using secondary authentication account in which three answers for security questions , date of birth , rescue mail address and its password is added , and iCloud Keychain is set up in Mac , make sure you must have iCloud Keychain verification code in records as it will be required once you add gmail or whatever services used and iCloud account .

( a ) Open system preferences > iCloud > the box for keychain is checked , click on options , click on change security code .

( b ) Click on security code > enter new code in the fields and click on next , you have to enter the new code for the second time and click on next .

In the next window the country code is written , enter your trusted mobile number …….and click on done .

Again enter your Apple ID password to update your account settings and click on ok , hence the code is changed , so write down this code in a safe place .

Note : once the code is generated then remove mail accounts and once again add it , make sure must have correct credentials like Apple ID password , web mail address and its password in your records , the code will be needed when accounts are once again configured .

The mail application is corrupted , remove the accounts and once again add Add email accounts in Mail on Mac - Apple Support

Create a new admin account in users and groups Set up users, guests and groups on Mac - Apple Support

Note : prefer to use safari as web browser in Mac .

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Answer 2

tygb

Level 9

64,742 points

Oct 6, 2022 1:00 AM in response to Y947

Is there any special reason for using beta version , uncheck the box of it in Mac system preferences Use iCloud Private Relay on Mac - Apple Support

About iCloud Private Relay - Apple Support

As you said - I cannot login Web Mail App on iCloud.com,

You mean to say cant sign in with www.icloud.com using a web browser If you can't connect or sign in to iCloud - Apple Support , a query what is the way of configuring your Apple ID account , I mean to say which mail services is being used .

Your Apple ID is say example1@gmail.com or using an alias with iCloud mail , don't post your real Apple ID here , but just clarify .

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Answer 3

tygb

Level 9

64,742 points

Oct 6, 2022 1:23 AM in response to Y947

it's a web iCloud account in which Apple ID is signed in with its password with account credentials at www.icloud.com

The mail is web app that is browsed in www.icloud.com

Click on send to apple , did you contacted senior apple care advisors Contact Apple for support and service - Apple Support

Contact - Official Apple Support

They can rectify your account from their end .

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Answer 4

Y947 Author

Level 1

4 points

Oct 6, 2022 1:06 AM in response to tygb

Hi tygb,

Do you work for Apple? Can you check the following picture?

There is a web app on iCloud.com, the first icon, called "Mail". It is not from my local machine, it is a purely web app.

It does not matter which device I am using, it all give the same respond when I click on the web. It has nothing to do with my device, it has same result even if I am using an Android device. I am reporting an issue with iCloud+, not reporting an issue with my hardware.

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Answer 5

tygb

Level 9

64,742 points

Oct 5, 2022 5:22 AM in response to Y947

You are using two factor authentication , as option button is not shown in front of keychain , the iCloud Keychain verification code is for secondary authentication account , create a new admin account and then configure mail accounts , do the issue occur .

Not sure for beta versions .

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Answer 6

Y947 Author

Level 1

4 points

Oct 5, 2022 6:29 PM in response to tygb

Hi tygb,

There is some misunderstanding between us. Maybe I didn't made myself clear.

I am not having issue on the Mail app on my Mac, I cannot login Web Mail App on iCloud.com, regardless which device I am using.

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Answer 7

Y947 Author

Level 1

4 points

Oct 6, 2022 1:25 AM in response to tygb

Yes, it is a problem with Apple's backend.

I have contacted apple support, and months have been, there is not much progress. That is the reason I come here and ask the community is there a better way to communicate Apple. I don't think they are picking up my ticket anymore.

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Answer 8

tygb

Level 9

64,742 points

Oct 6, 2022 4:48 AM in response to Y947

A ticket created is for 30 days , after that its expired once again contact them .

Your network settings might be incorrect , you think it's from web account , do you use any third mail apps , cleaners , anti virus , softwares in Mac , other synced devices ?

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Answer 9

Y947 Author

Level 1

4 points

Oct 6, 2022 12:15 PM in response to tygb

@tygb

Thanks, finally we back on track. Mind read my original question?

I am a developer myself so I have tested various devices and conditions already. I don't think it comes from my side.

My question is, how to get Apple check on their side, I have made a call with Apple and cooperate with them for 4-hour check already.

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Answer 10

Y947 Author

Level 1

4 points

Oct 6, 2022 8:50 PM in response to tygb

......sigh, @tygb you are a good example of the source of my pain.

Can you please read through my question before answering?

Yes they will tell, yes they will ask for report, but they ask report from all my 7 devices * 3 browsers that means every time I ask them I have to prepare 4 hours of videos before any further communication. I don't want to do that hence I am here to ask questions.

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