Apple ID password recovery SMS not received, request lost

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Apple ID password recovery SMS not received, request lost

I'm trying to help my sister to recover her apple account (lost password and no more access to the registered phone number). I've created a request on my iPhone and she received an email telling her that I'll receive the instructions by sms on my phone number within 13 days (expected date yesterday 2026/01/13)

I've never received this sms and when I connected on https://iforgot.apple.com/ to track recovery state, there was no recovery tracking, I had to create a new request. I'll receive the new expected date tonight but i'm worried it will take a long time again.

What could explain the first request has been "forgotten"? (obviously she had lost here apple account password so she can't have reseted the password recovery process)

Thanks for your help

iPhone 14 Pro, iOS 26

Posted on Jan 14, 2026 9:18 AM

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Answer 1

Top-ranking reply

Mac Jim ID

Level 9

62,090 points

Jan 14, 2026 9:22 AM in response to adlionel

Sounds like the Account Recovery request was cancelled by your sister attempting to use the device (or another device using the same Apple Account) while the request was in progress. See the information provided here:

Turn off all other devices that are currently signed in with your Apple Account until account recovery is complete. If your Apple Account is in use during your request, your account recovery will be cancelled automatically.

How to use account recovery when you can’t reset your Apple Account password - Apple Support

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Answer 2

Limnos

Level 10

428,033 points

Jan 14, 2026 10:19 AM in response to adlionel

1) Read this article: How to use account recovery when you can’t reset your Apple Account password - Apple Support

Did you use other equipment while the request was being processed? Note the two sections about how using devices while using Account Recovery may result in the request being cancelled automatically.

2) If the request was not canceled but you did not receive a message by the time anticipated, to go directly to https://apple.com/recover Follow the directions to regain account access.

E.g.

https://discussions.apple.com/thread/256208323

Doesn’t have old telephone and recovery link is being sent to an address to which the person does not have access.

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