Account recovery unsuccessful three times

My boss lost her iPhone overseas. I got her a new phone but she cannot remember her Apple ID password. I went through the whole verification process, verifying her phone number and email, however it still sends us to account recovery. We first completed the account recovery process on September 12 and received an email that she would receive instructions on Sept 26 to reset her password. The day came and went and she never received a call, text, or email. Tried again. Was supposed to receive instructions on Oct 10th. Same thing. We tried once more and was supposed to receive instructions on Oct. 23 but surprise surprise... nothing again. Something is wrong and I cannot get any help from Apple support. My boss is going nuts because she has not had access to anything she had backed up to iCloud for almost two months now. We just did another one and now it's saying Nov 6. I know it's not going to work. Can SOMEBODY, ANYBODY please help me figure out what is wrong with her account and why the account recovery is not working.

Posted on Oct 24, 2023 10:55 AM

Top-ranking reply

brbo

Level 8

39,103 points

Posted on Oct 24, 2023 10:28 PM

Re: "Account recovery unsuccessful three times"

"Something is wrong and I cannot get any help from Apple support".

Wondering if this article has the clue:

How to use account recovery when you can’t reset your Apple ID password - Apple Support

Eg: says:

"After you start account recovery

After you've requested an account recovery, you'll receive an email with a confirmation of your request and the date and time of when you can expect to regain access. This email will arrive within 72 hours.

If you’ve submitted your account recovery request with iforgot.apple.com through your device’s browser, you should avoid using that device during this period. Using that device might cancel account recovery.

To avoid delays, turn off other devices that are signed in with your Apple ID until account recovery has been completed.

When the wait period is over, Apple will send you a text or automated phone call with instructions to regain access to your account. Follow the instructions to regain access to your Apple ID."

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Account recovery unsuccessful three times

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