I need help from an expert who can help me with a situation where my daughter's Apple id has been hacked from someone in Mainland China. They have changed the password and the mobile phone number associated with her Apple id. Nobody at Apple can seem to help us. Thank you so much!!! Jane
[Re-Titled by Moderator]
Hijacked214 wrote:
It looks like that’s where we are on this. But I don’t understand why Apple can’t shut down the hijacked Apple ID.
Unfortunately, you have so little context left for the Apple ID that you are now indistinguishable from somebody else that’s trying to socially engineer their way into that Apple ID account.
The contact email addresses and phone numbers and other details, any use of iCloud Keychain and the passwords stored there, passwords in email messages, any associated payment info, and the rest of that Apple ID, are are now all in the wind, too.
Maintaining control of an Apple ID is why there is two-factor, why recovery contacts exist, why Apple has password monitoring and password security advisories, and other mechanisms all exist, too. (Why there are Legacy contacts as well, though that situation is slightly different.) Because loss of control of an Apple ID gets ugly.
Start here, though Apple has very likely already referenced these resources:
How to use account recovery when you can’t reset your Apple ID password - Apple Support
Contact Apple for help with Apple ID account security - Apple Support
If you have well and truly lost control of an Apple ID, you may well be unable to recover; not without starting anew.
If you have 2 Factor Authentication enabled and need to get a verification code, see if anything here helps.
Verification code - how to get one and sign in with two-factor authentication. *
If you think that your Apple ID is compromised it is important to change the Apple ID's password as soon as possible
After changing the password, review all of the information inside of the Apple ID, such as name , email adresses, date of birth.
After that, check the devices linked with your Apple ID to see if there are no devices in the list that you do not regognize. If there is a device in the list that you do not regognize, click it and click remove from account
And if you haven't already done that yet: set up 2 factor authentication for your Apple ID. That will help to keep the Apple ID safe in the future
We can’t change the password because the hijacker has already changed the password and the phone number that the Apple ID is associated with.
She had a two factor verification but somehow the hackers change the phone number associated with the Apple ID so that the verification codes are going to a different phone!
It looks like that’s where we are on this. But I don’t understand why Apple can’t shut down the hijacked Apple ID.
An Apple ID has been hijacked
