Can’t change appleID password because of stolen device protection
My mom got a notification that her Apple ID was being accessed somewhere in China. She hit do not alow and decided to change her Apple ID password from the settings on her phone. Her phone won’t allow her to change her password, says stolen device protection needs to be turned off. She can’t get it to turn off, when she hits off, Face ID pops up and isn’t recognizing her face so it won’t turn off. She swears she never faceid before and doesn’t know why it is turned on so we are confused about that. Can someone gain access and turn this on? We called an Apple rep and he said the solution was to backup iPhone and then factory reset phone and then move everything back over. For one, she is elderly with no laptop and is likely not savvy enough to do that and she is in a city where there is no Apple Store drivable to do this for her.
Is there a way to turn off the stolen device protection with just the phones passcode and not faceID? Or is there a way to reset her appleid password online or from another device that is not having issues with face recognition? She still has her previous iPhone 6s. The face recognition seems to be what’s stopping us from even getting access to attempt to changing her password.
iPhone 12 Pro Max
