Recently, my mom bought a new iPhone 15, but she can't remember her Apple ID password. We tried to reset the password and followed all the instructions, but there is a question that asks for her old iPad passcode, which she hasn't used in decades and has already forgotten. Is there a way to reset the Apple ID password without using the old device passcode?
Thank you.
iPhone 15
Click on this link to read what to do if you forgot your Apple ID password --> If you forgot your Apple ID password - Apple Support
If she can still sign into her account on another device she can investigate adding more ways to get a code such as multiple telephone numbers where she can receive a text or a phone call. This is based on the section "About trusted phone numbers and trusted devices" in the article: Two-factor authentication for Apple ID - Apple Support
To see, add, or change your trusted phone numbers use one of these methods:
● On your iPhone, iPad, or iPod touch: Go to Settings > your name > Password & Security. Next to Trusted Phone Number, tap Edit.
● On a Mac computer choose Apple menu > System Settings (or System Preferences), then click your name (or Apple ID). Click Password & Security, then add or remove a trusted phone number.
● Using a web browser:
1) Go to https://appleid.apple.com and sign in.
2) Follow security options until you find one letting you change trusted numbers,
3) Click "+" to add a new number (you may be required to verify this number).
4) If you wish to remove an old number, click "-" next to the number.
Similar information for the iPhone can be found here --> Use two-factor authentication for your Apple ID on iPhone - Apple Support
If you had set up an Account Recovery Contact ( Set up an account recovery contact - Apple Support ) you can also get a code that way.
If you can’t sign in, access a trusted device, reset your password, or receive verification codes, you can request account recovery to regain access to your account. This article explains how to recover your Apple ID after a waiting period - How to use account recovery when you can’t reset your Apple ID password - Apple Support One tip to using account recovery it to look for options in small blue letters beneath the normal log-in items if you cannot complete the requested information. The post by shoeluvr13 at this link provides additional detail about the account recovery process: Activation Lockout Issues - Apple Community
You should consider making sure you have multiple trusted devices and telephone numbers (ask a friend or a relative).
You may also wish to read the articles 'Two-factor authentication for Apple ID' ( Two-factor authentication for Apple ID - Apple Support ) and 'Get a verification code and sign in with two-factor authentication' ( Get a verification code and sign in with two-factor authentication - Apple Support ). Various sections contain information that is useful in understanding about the trusted devices (an iPhone, iPad, or Mac that Apple knows is yours) system, and how to get a verification code on a trusted device or at a telephone number.
Click on this link to read what to do if you forgot your Apple ID password --> If you forgot your Apple ID password - Apple Support
If she can still sign into her account on another device she can investigate adding more ways to get a code such as multiple telephone numbers where she can receive a text or a phone call. This is based on the section "About trusted phone numbers and trusted devices" in the article: Two-factor authentication for Apple ID - Apple Support
To see, add, or change your trusted phone numbers use one of these methods:
● On your iPhone, iPad, or iPod touch: Go to Settings > your name > Password & Security. Next to Trusted Phone Number, tap Edit.
● On a Mac computer choose Apple menu > System Settings (or System Preferences), then click your name (or Apple ID). Click Password & Security, then add or remove a trusted phone number.
● Using a web browser:
1) Go to https://appleid.apple.com and sign in.
2) Follow security options until you find one letting you change trusted numbers,
3) Click "+" to add a new number (you may be required to verify this number).
4) If you wish to remove an old number, click "-" next to the number.
Similar information for the iPhone can be found here --> Use two-factor authentication for your Apple ID on iPhone - Apple Support
If you had set up an Account Recovery Contact ( Set up an account recovery contact - Apple Support ) you can also get a code that way.
If you can’t sign in, access a trusted device, reset your password, or receive verification codes, you can request account recovery to regain access to your account. This article explains how to recover your Apple ID after a waiting period - How to use account recovery when you can’t reset your Apple ID password - Apple Support One tip to using account recovery it to look for options in small blue letters beneath the normal log-in items if you cannot complete the requested information. The post by shoeluvr13 at this link provides additional detail about the account recovery process: Activation Lockout Issues - Apple Community
You should consider making sure you have multiple trusted devices and telephone numbers (ask a friend or a relative).
You may also wish to read the articles 'Two-factor authentication for Apple ID' ( Two-factor authentication for Apple ID - Apple Support ) and 'Get a verification code and sign in with two-factor authentication' ( Get a verification code and sign in with two-factor authentication - Apple Support ). Various sections contain information that is useful in understanding about the trusted devices (an iPhone, iPad, or Mac that Apple knows is yours) system, and how to get a verification code on a trusted device or at a telephone number.
It should be possible to get to account recovery using the method I outlined earlier. I have never needed to us it myself so I don't want to mess with it. :-) Apple doesn't exactly put an "account recovery" button up there though.
How to use account recovery when you can’t reset your Apple ID password - Apple Support
Refer to this page for Apple Support features ➔ Contact - Official Apple Support
If the presented options do not resolve your issue, keep experimenting with any series of selections until you reach one that gets you a chat session or a telephone call and get the representative to redirect you.
This page has telephone numbers for contacting Apple for support and service ➔ Contact Apple for support and service - Apple Support
Currently, she can't access the account at all, although it's synced to her phone number, allowing her to receive the 6-digit verification code via text. However, when we try to access the password reset screen, it ask for an old iPad passcode which she can't remember. Clicking on the "Forgot Password" button just loops back to the input phone number screen, sending another 6-digit text. after entering the code, it again asks for her iPad passcode, repeating the cycle endlessly.
Thank you! Apple emailed my mom, saying they will call her on the 30th (I don't know why it takes so long), but since she's going to the Apple stores in Sydney anyway, I think it might be a better option to talk to the Apple assistant there.
Can't Reset Apple ID password due to forgotten old device passcode
