Activation lock issue

If by ‘they’ you mean Apple then there’s nothing more we fellow users can add. These forums are user-to-user and Apple Support is not here.

How to remove Activation Lock - Apple Support

Activation lock is an anti-theft deterrent and there is no way around it. If it were easy and simple to reset a forgotten password then you could throw privacy and security out the window. When you finally resolve the issue make sure to write your new password down and store it safely somewhere in case it is forgotten again.

Passwords are important and the account holder’s responsibility to remember. The option now is to let Apple’s account recovery to run its process because it sounds like she didn’t set up alternative options, either.

After she’s back into her account she should set up a recovery contact. Set up an account recovery contact - Apple Support

Tb_92 wrote:

Help with Apple’s ridiculous activation lock policy.

My wife was getting help from support about a phone issue and they factory reset it before confirming password. Unfortunately with Face ID she couldn’t remember it and locked her out. They said it would be 2 weeks before they reset her password. Can someone help with this ridiculous situation? This has created a bigger safety issue with her being with our newborn and no phone. I can’t quite wrap my head around how insanely dumb this policy is and why the support person gave such **** guidance before creating this issue.

There's nothing insanely dumb about Apple policies with regards to Activation Lock removal. I'm sorry, but you're not going to get they sympathy you feel you should get here. Activation Lock is completely designed to prevent unauthorized access to a users account. It shouldn't be easy to remove on purpose. What's unfortunate here, is that your wife didn't write down such an important password or set up an alternative means of confirming her identity, which would have completely made this simple to resolve, without needing to involve Apple in the first place. Again, sorry this is frustrating. But it was something which could have easily been avoided in the first place.

Your wife will need to wait for Apple Support to help and as users only on this user to user only forum, we have no control over Apple in any way.

Apple Support Community is a public discussion forum for fellow Apple users to connect, assist each other, share tips and solutions. Apple hosts the community, but is not a participant and will never read your comment. If you would like to leave feedback for Apple please use the link below.

Product Feedback - Apple

Again, sorry for the frustration. Sometimes, there are some things which are old fashioned, which can be super helpful in our complex digital lives. I personally have a little metal notebook, which is locked and stored in a safe place, which I keep updated with all of the important accounts and their passwords.

Something so simple could save a lot of grief: