Apple ID password recovery call/text not received

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Apple ID password recovery call/text not received

I'm writing on behalf of my wife, who is not very computer-ish. She's been locked out of her Apple account for a couple of months now, due to a forgotten password (and maybe too many attempts to guess the password, it isn't clear from her description.

When she goes to "forgot password", she gets a response that "We are evaluating your information and will have an update in 21 hours." This is duly followed by a message that "An account recovery request for your Apple Account [blanked out by me] was made from an iPhone on February 1, 2026 at 3:58:59 PM GMT+1. The contact phone number provided was [blanked out by me].

You will receive a text or a phone call at this number when your account is ready to recover on February 4, 2026 at 3:58:59 PM GMT+1.

The phone call or text NEVER COMES. She has as mnay proofs of her identity as you could possibly want, but no way to present them to Apple.

What should be the next step? Thank you!

Posted on Feb 3, 2026 6:27 AM

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Answer 1

Top-ranking reply

Limnos

Level 10

428,795 points

Feb 3, 2026 7:46 AM in response to dirksostman

No account recovery phone call or text:

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

The instructions and schedule must be adhered to pretty rigidly.

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, 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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