Stolen phone, iCloud problems

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Stolen phone, iCloud problems

Hello,

My wife’s iPhone was lost (probably stolen) yesterday. We have been able to log into her iCloud account on my MacBook, at least enough to mark the phone as lost, lock the phone and leave a message and phone number on the home screen.

However, to “erase this device”, iCloud is asking for a code sent to the phone number associated with the account. This is impossible, since the phone is missing!

We would also like to somehow download her photos from iCloud, but cannot access iCloud.

My wife is going to buy a new iPhone this weekend (and get a temporary sim card), but will she be able to use her existing Apple iCloud account when setting up the phone, or is it going to try to send a code to her missing sim card?

Thank you in advance for any info and advice.

iPhone 13

Posted on Oct 13, 2023 2:04 PM

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Answer 1

Top-ranking reply

chuckbl

Community Specialist

Oct 14, 2023 1:44 PM in response to Stu-art

Hello Stu-art,

If she has access to another trusted device, she may be able to receive a verification code via settings using the steps below:

Get a code from Settings on your trusted device

If you can’t receive a verification code on your trusted devices automatically, you can get one from Settings, even if your device is offline.

From your iPhone, iPad, or Apple Watch

If your device is online:

1. Go to Settings > [your name].

2. Tap Sign-In & Security > Two Factor Authentication.

3. Tap Get Verification Code.

If your device is offline:

1. Go to Settings > [your name].

2. Tap Sign-In & Security.

3. A message says "Account Details Unavailable." Tap Get Verification Code.

From your Mac

1. Go to Apple menu  > System Settings, then click your name.

2. Click Sign-In & Security > Two-Factor Authentication.

3. Click Get a Verification Code.

You can also find those steps in this resource: Get a verification code and sign in with two-factor authentication - Apple Support

If she doesn't have access to another trusted device or phone number, she'll want to start the automated account recovery process: How to use account recovery when you can’t reset your Apple ID password - Apple Support

Once she has completed that process, she may want to consider adding an additional trusted phone number to help prevent this type of scenario in the future: Two-factor authentication for Apple ID - Apple Support

• On your iPhone or iPad: Go to Settings > [your name], then tap Sign-In & Security. Tap Two-Factor Authentication, then tap Edit. From here you can remove an existing trusted phone number or add a new one.

Hopefully that helps to clarify that process.

Take care.

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Stolen phone, iCloud problems

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