I am trying to reset an Apple ID password and it is not accepting the phone passcode

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I am trying to reset an Apple ID password and it is not accepting the phone passcode

I am trying to help someone reset their Apple ID password. When we go to reset it, it asks us to put in the iPhone passcode (it specifically says to put in the passcode you use to unlock this iPhone). When I put in the passcode it says it is incorrect, though we just used that passcode to unlock the phone. I have tried multiple times to make sure we are typing it in correctly. The phone does not have a screen time passcode that I can find (screen time isn't even turned on). I also did a software update on the phone so it is now up to date. I've tried restarting the phone as well.

If I choose forgot passcode, it wants to make us wait 15 days. This is so frustrating because we didn't forget the passcode. It works fine to unlock the phone. Does anyone know of any other option besides waiting TWO WEEKS to reset a password?

iPhone 11

Posted on Apr 12, 2023 7:50 AM

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Answer 1

Top-ranking reply

meiskewltoday Author

Level 1

18 points

Apr 12, 2023 10:32 AM in response to meiskewltoday

Update- I discovered it wanted his old passcode from a previous device for some reason. We finally got it to reset. Why it had his Apple ID tied to an old passcode that he's never even used on this iPhone is bizarre. But there you go.

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Answer 2

Limnos

Level 10

427,229 points

Apr 12, 2023 7:56 AM in response to meiskewltoday

Refer to this document for ways to contact Apple --> Choose your country or region - Official Apple Support

Select your country (also look for "other" regions), then a product. If you don't see one that handles your issue then keep experimenting with selections until you reach one that gets you a chat session or a telephone call and get the representative to redirect you.

or:

Contact Apple for support and service by telephone --> Contact Apple for support and service - Apple Support

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Answer 3

Limnos

Level 10

427,229 points

Apr 12, 2023 12:23 PM in response to meiskewltoday

What you are seeing is discussed in this Apple article: Get a verification code and sign in with two-factor authentication - Apple Support

With two-factor authentication you may need to verify your identity using a trusted device generating a verification code when trying to conduct certain activities. If you use iOS 11.3 or later on your iPhone, you might not need to enter a verification code. In some cases, your trusted phone number can be automatically verified in the background on your iPhone. Enter the telephone number as requested by the hint.

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I am trying to reset an Apple ID password and it is not accepting the phone passcode

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