Unable to change trusted phone number

We are a small company and one of our salesmen damaged his phone beyond repair. We purchased a new phone but when we enter his AppleID and password it asks to confirm his trusted phone number (XXX) XXX-XX21. The problem is he has never had a number ending in 21. We cannot move beyond this step as we can't confirm his account. He has no other trusted devices. Is there any way to set him up on a new device if he cannot confirm his account via phone number or 2-factor authentication?

Posted on Mar 18, 2023 7:12 AM

Reply
Question marked as Top-ranking reply

Posted on Mar 20, 2023 2:26 PM

Hi Stewbert218,


For help with the Apple ID, you may need to start the process for account recovery. The information below found in the article here can get you started: How to use account recovery when you can’t reset your Apple ID password - Apple Support


"What is account recovery?


Account recovery is a process designed to get you back into your Apple ID account when you don’t have enough information to reset your password. For security reasons, it might take several days or longer before you can use your account again. We know this delay is inconvenient, but it's important so that we can keep your account and information safe.


Before you start the account recovery waiting period, try to reset your password. 

Use account recovery only as a last resort when you can’t sign in or reset your Apple ID password."



Reach out to Apple Support directly if you have any issues with the steps or further questions about the steps.


Contact - Official Apple Support


Contact Apple for support and service - Apple Support



Best.


1 reply
Question marked as Top-ranking reply

Mar 20, 2023 2:26 PM in response to Stewbert218

Hi Stewbert218,


For help with the Apple ID, you may need to start the process for account recovery. The information below found in the article here can get you started: How to use account recovery when you can’t reset your Apple ID password - Apple Support


"What is account recovery?


Account recovery is a process designed to get you back into your Apple ID account when you don’t have enough information to reset your password. For security reasons, it might take several days or longer before you can use your account again. We know this delay is inconvenient, but it's important so that we can keep your account and information safe.


Before you start the account recovery waiting period, try to reset your password. 

Use account recovery only as a last resort when you can’t sign in or reset your Apple ID password."



Reach out to Apple Support directly if you have any issues with the steps or further questions about the steps.


Contact - Official Apple Support


Contact Apple for support and service - Apple Support



Best.


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Unable to change trusted phone number

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