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My grandson's iPhone has been damaged to the extent that the screen cannot be read. He has an Apple ID, but when trying to log on on another device (on MacBooks) the verification code necessary to authenticate the second device is being sent to the iPhone, which cannot be read.
How can we resolve this, please?
If you can still sign into your account you can investigate adding more ways to get a code such as multiple telephone numbers where you can receive a text or a phone call. This is from the section "About trusted phone numbers and trusted devices" in the article: Two-factor authentication for Apple ID - Apple Support :
To see, add, or change your trusted phone numbers use one of these methods:
● On your iPhone, iPad, or iPod touch: Go to Settings > your name > Password & Security. Next to Trusted Phone Number, tap Edit.
● On a Mac computer choose Apple menu > System Settings (or System Preferences), then click your name (or Apple ID). Click Password & Security, then add or remove a trusted phone number.
● Using a web browser: Go to the Account Security section of https://appleid.apple.com .
If you had set up an Account Recovery Contact ( Set up an account recovery contact - Apple Support ) you can also get a code that way.
If you can’t sign in, access a trusted device, reset your password, or receive verification codes, you can request account recovery to regain access to your account. This article explains how to recover your Apple ID after a waiting period - How to use account recovery when you can’t reset your Apple ID password - Apple Support
You may also wish to read the articles 'Two-factor authentication for Apple ID' ( Two-factor authentication for Apple ID - Apple Support ) and 'Get a verification code and sign in with two-factor authentication' ( Get a verification code and sign in with two-factor authentication - Apple Support ). Various sections contain information that is useful in understanding about the trusted devices (an iPhone, iPad, or Mac that Apple knows is yours) system, and how to get a verification code on a trusted device or at a telephone number.
If you can still sign into your account you can investigate adding more ways to get a code such as multiple telephone numbers where you can receive a text or a phone call. This is from the section "About trusted phone numbers and trusted devices" in the article: Two-factor authentication for Apple ID - Apple Support :
To see, add, or change your trusted phone numbers use one of these methods:
● On your iPhone, iPad, or iPod touch: Go to Settings > your name > Password & Security. Next to Trusted Phone Number, tap Edit.
● On a Mac computer choose Apple menu > System Settings (or System Preferences), then click your name (or Apple ID). Click Password & Security, then add or remove a trusted phone number.
● Using a web browser: Go to the Account Security section of https://appleid.apple.com .
If you had set up an Account Recovery Contact ( Set up an account recovery contact - Apple Support ) you can also get a code that way.
If you can’t sign in, access a trusted device, reset your password, or receive verification codes, you can request account recovery to regain access to your account. This article explains how to recover your Apple ID after a waiting period - How to use account recovery when you can’t reset your Apple ID password - Apple Support
You may also wish to read the articles 'Two-factor authentication for Apple ID' ( Two-factor authentication for Apple ID - Apple Support ) and 'Get a verification code and sign in with two-factor authentication' ( Get a verification code and sign in with two-factor authentication - Apple Support ). Various sections contain information that is useful in understanding about the trusted devices (an iPhone, iPad, or Mac that Apple knows is yours) system, and how to get a verification code on a trusted device or at a telephone number.
Thank you for your comprehensive advice, which confirms what I suspected. Account recovery beckons!
Situation was solved, with the help of Apple staff on the phone, by using an older iPhone that wouldn't do much else, but it could receive authentication codes.
Great! Glad it worked out in the end.
iPhone damaged - how to log on to a new device
