iphone unavailable message - only options are to start or reset

My elderly mother has locked up her iphone somehow, and all the screen says now is "iphone unavailable"; the options are emergency or forgot passcode. We know her passcode and could enter it if prompted, but that option doesn't appear. The only options after selecting "forgot passcode" are start phone or reset. Based on other KIs I've seen, the only options make it sound like we would lose all her existing data by "resetting" her account which we don't want to do. Is there a way to get back to the passcode option or to unlock it from her online account without losing anything?

iPhone 11

Posted on Feb 9, 2025 11:04 AM

Top-ranking reply

Kurtosis12

Level 9

79,778 points

Posted on Feb 9, 2025 11:29 AM

Sorry, no, once the phone is locked, you will need to reset it. This is why it is so important to make backups. Once you get her phone working again, I strongly suggest setting it up to make backups so if this happens again, she won't loose everything.

If you forgot the passcode on your iPhone, or your iPhone is disabled or unavailable -

Click on the link for instructions on how to reset your passcode without a computer if you have iOS 15.2 or higher.

If you see a iPhone, iPad, or Apple Vision Pro unavailable message or Security Lockout screen - Apple Support

Click on the link for instructions on how to reset your passcode using a computer.

If you forgot your iPhone passcode or your iPhone is disabled - Apple Support

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iphone unavailable message - only options are to start or reset

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