If you find you can’t sign in, reset your password, or receive verification codes, you can request account recovery (go to this document: How to use account recovery when you can’t reset your Apple Account password - Apple Support ) to regain access to your account. Account recovery might take a few days or longer, depending on the specific account information you can provide to verify your identity. 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.
For information about how to use account recovery when you can’t reset your Apple ID password, click here --> How to use account recovery when you can’t reset your Apple Account password - Apple Support
- "Account recovery is a process designed to get you back into your Apple ID account when you don’t have enough information to reset your password." "If you use two-factor authentication and can’t sign in or reset your password, you can regain access after an account recovery waiting period."
The posts by forum contributor shoeluvr13 at these links provide additional detail about the account recovery process and what to do if you do not receive a text or call: Activation Lockout Issues - Apple Community and How can I reset my Apple Account password? - Apple Community . This thread illustrates the multi-step process My Apple ID is locked, how do I fix it? - Apple Community
Finally, tell her to use a different email address from her iCloud one for just this reason.
The support article Change your Apple Account primary email address - Apple Support outlines various methods for changing the email address (Apple ID) you use for your Apple Account while retaining everything in your account. If you have an iPhone or iPad running iOS 18 or newer, read the support article for instructions how to do this.
If you have an older iOS/iPadOS, Apple no longer provides the instructions for that, but here they are:
1. Go to Settings, then tap your name.
2. Tap Sign In & Security.
3. Next to Email & Phone Numbers, tap Edit.
4. Tap the red Remove button next to the email address, then tap Delete.
5. Tap Choose Another Email Address and enter your device passcode if asked.
6. Enter the new email address, then tap Continue.
7. Enter the verification code that was sent to your new email address. Read this support article to learn what to do if you didn’t get the email —> If you didn’t receive your verification or reset email - Apple Support
8. If you encounter issues with certain services after doing this, this outdated support article may still have useful suggestions --> What to do after you change your Apple ID or password - Apple Support
Refer to the support article Change your Apple Account primary email address - Apple Support :
- If you don’t have an iPhone or iPad, the support article says to, “go to https://account.apple.com and sign in. Then follow the onscreen instructions to change the email address associated with your Apple ID.”
- For general information, and other issues such as changes or addresses not being accepted
