Can't log in with Apple ID or Recover Apple ID as can't confirm Trusted Phone number.

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Level 1

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Can't log in with Apple ID or Recover Apple ID as can't confirm Trusted Phone number.

My son is a family member and has iPhone 11. We need to change some settings but the trusted number on the account doesn't work. We don't receive the verification code by SMS or the voice call to authenticate. The last two digits are the same but it's showing as error. We've tried the international codes/local area codes and multiple variations. We can't begin account recovery as we can't log into his Apple account either from the trusted device, his iPhone or a web browser.

We've tried the support app to reset the Apple ID password with account recovery but again, we can't complete that because 2FA is set up on his Apple ID. We have the trusted device and his device.

It appears we've reached a dead end without the trusted number with no other way to verify the account?

Am i correct that our only option now is to set up a new Apple ID?

iPhone 11

Posted on Jan 16, 2024 10:14 AM

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Answer 1

Top-ranking reply

shoeluvr13

Level 6

18,907 points

Jan 16, 2024 1:13 PM in response to Budfoxx

While their online support article says for forgotten password, account recovery steps are also for a new phone number if you can’t sign in to update the number. See "To see, add, or change your trusted phone numbers" at Two-factor authentication for Apple ID - Apple Support and How to use account recovery when you can’t reset your Apple ID password - Apple Support

When going thru the account recovery steps you need to first enter in that old number to show you know it. Then when you get to the step where it says it sent a code to that old number select the option most like “didn’t get code” and it will let you continue with your current number.

Always scroll down for additional options in small blue print if the ones showing don’t apply to/work for you.

When starting the account recovery steps the credit card is an extra option and not required. (See prior tip)

Account recovery is a two phase process once started. Phase 1 is the evaluation period, usually 24-72 hours but can be longer or shorter. This phase says Apple is evaluating your info and you’ll get an update after the posted time is over (people mistakenly think it means they’ll be able to reset the password immediately after this first phase.)

Once phase 1 is done it enters phase 2 where https://iforgot.apple.com/ will give you the final amount of days (can be weeks) you’ll wait. On that final day you’ll get a text/email, follow that text/email immediately.

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Answer 2

Budfoxx Author

Level 1

4 points

Jan 17, 2024 12:09 AM in response to shoeluvr13

Thank you Shoeluvr13 for taking the time to write this reply. My issue is that i can't enter in that old number to show you know it as we believe when the account was set up it was entered incorrectly (Which kinda doesn't make sense as i'm guessing we would have had to authenticate it at that point). The last two digits are correct but we're getting an invalid number response. So, we can't confirm the number through that process. We can confirm ID, credit card being used for the Apple Store etc but Apple's position is that you're responsible for your Apple ID and 2FA verification number and they can't assist. Therefore we can't start an account recovery process.

They're recommending that the only option is to set up a new Apple ID all over again and then they need a proof of purchase before they'll allow you assign a new Apple ID to that device (iPhone 11).....

Do you have any further thoughts?

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Answer 3

Budfoxx Author

Level 1

4 points

Jan 23, 2024 3:37 AM in response to shoeluvr13

Hi there. We can't recall the trusted number and we don't have an alternative number that was set up as trusted on the child account. We can't start the recovery process as it requests the Apple ID. We also don't have a Recovery Key.

I've spent hours with Apple support and whilst we can confirm ownership of the phone and the Apple account, Apple are saying that the only resolution is to set up a brand new Apple ID with a new email address. They won't accept any proof or form of ID even though this is a child account and both parents can verify our Apple ID. Setting up a new Apple ID means that we lose all data associated with the Apple ID that we can't access. It also means that to set up a new Apple ID with the existing iPhone, we need to prove ownership with a copy receipt.

I've trawled through all the support forums on this and have reached a dead end. Apple aren't interested in helping and the issue has been escalated already.

Do you have any thoughts?

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Answer 4

shoeluvr13

Level 6

18,907 points

Jan 17, 2024 7:37 PM in response to Budfoxx

Ahhhh, thanks for clarifying and you are correct, you would have verified the phone number to make it trusted. Have you checked to thru your emails, with friends and family, even current and part carriers to see if they have an alternative number it could be?

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Answer 5

shoeluvr13

Level 6

18,907 points

Jan 23, 2024 10:20 AM in response to Budfoxx

Everything Apple told you is correct and has been the standard for several years now.

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Can't log in with Apple ID or Recover Apple ID as can't confirm Trusted Phone number.

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