Previous 1 2 Next 23 Replies Latest reply: Sep 23, 2014 4:31 PM by PatFerr
mdwish Level 1 (0 points)

I have an iPhone 5 (iOS 6.1.2) that was just replaced at the Genius Bar today due to some intermittent camera and home button issues.


Everything was normal when starting up the newly exchanged phone that they gave me. It gets through the activation step in the startup process and when I get to the screen to select "Restore from iCloud Backup" and enter my Apple ID and password it instantly spits out an alert that says: 


Incorrect Apple ID or Password

Try another Apple ID

(  OK  )


I have entered, what I know to be, the correct username and password now 10+ times and it gives me the same message.  I know it's correct because I am able to login to,, the app store on my iPad normally with the same login credentials and everything works.  But something about the startup screen is not accepting my username and password.  They fishy thing about it is that it doesnt seem to check for the server, it just seems to tell me its incorrect before even taking the time to check whether it's incorrect or not.


Naturally, the next thing I did was a DFU restore of the phone to make sure it wasnt a software issue and that it had the lastest software update.  All the same results.  If I go down the path of "Set up as new iPhone" it activates normally and then I can even log into iCloud normally from inside the OS once I've gotten there.  That, however, does not help me get my backup text messages, photos, apps, app data, etc.


Anyone else having this issue? I never usually have issues with my iPhone/iPad and this one is especially infuriating.


Any help/information would be much appreciated.

iPhone 5, iOS 6.1.2
  • randers4 Level 9 (62,715 points)

    After restoring it, did you try going to Settings>General>Reset>Erase All Content and Settings and going back through the setup screens againg to access your backup?

  • mdwish Level 1 (0 points)

    I have done that twice.  And I have even had iTunes do a fresh DFU restore of the phone.  Same issue.

  • randers4 Level 9 (62,715 points)

    Something's definitely wrong if it will accept your credentials to setup an iCloud account but not to access your backup.  You might check to be sure your router or firewall isn't blocking TCP port 443, which is used by the iCloud backup.  Otherwise you'll probably have to go back to the Genius bar and ask them to sort it out.

  • mdwish Level 1 (0 points)

    I had the same results occur from the Apple Store and from my home WiFi so it's definitely not the connection.  Unless there's a problem with the phone.


    What I am attempting now is to download the backup onto my old iPhone 4S running the latest software to see if I can access it that way.

  • randers4 Level 9 (62,715 points)

    If you can restore it to your old phone, then back up your old phone with iTunes, then restore the new phone to the iTunes backup.

  • mdwish Level 1 (0 points)

    My thoughts exactly.  I'll let you know what happens.

  • mdwish Level 1 (0 points)

    Update:  I restored my iPhone 4S and the issue persists.  I can not log into my backups on my iPhone 4S either.


    A new development is that I can log into a different Apple ID and access the backups.  So it appears to be an issue with my account and/or my icloud backups.


    Tier 2 support agents are hard at work on it.  Thanks for the responses.  I'll update once it's been resolved.

  • randers4 Level 9 (62,715 points)

    What a mess.  Hopfully they'll sort it out.  Good luck.

  • Freddie Cox Iii Level 1 (5 points)

    I'm currenty in the same boat. Tried resetting password (several times) changing AppleID to new e-mail address and attempting to restore to a different device.


    I am unable to log in with the AppleID I pay for additional iCloud storage on yet I can log in on a free AppleID I have.


    Logging into System Pref pane works fine as well It is only when attempting an iCloud restore.


    Did you ever find a resolution to this?

  • mdwish Level 1 (0 points)



    I associated my Apple ID in their system as an Apple Reseller account because I was working for a third-party Apple Authorized Dealer a few months ago.  After that point, this is when I noticed this happened.


    Tier 2 of AppleCare told me they believe this is the reason I've been having problems being able to restore because Apple Reseller accounts are not "iCloud Eligible"


    I replied and told them it was ok for them to remove my account as reseller status and after multiple attempts to reach the advisor assigned to my case, he stopped responding.


    I fear I may be out of luck.  Are you by any chance an Apple reseller or associated with an Apple reseller?

  • Freddie Cox Iii Level 1 (5 points)

    Former AAPL employee and current Self Servicing provider so I am guessing at some point I have crossed the streams and will eternally be out of luck. This is and has been my AppleID for the better part of a decade. I may reach out to a few folks and see if I can't rattle some chains. I will let you know if I have any success. Thanks so much for the quick reply!

  • Freddie Cox Iii Level 1 (5 points)

    Update: Agent verified that my Apple ID is tied as a reseller. Two cases so far and I have been bounced around to a few departments. I've been referred to AppleID online support so I am afraid it will go there to die. Probably won't have an update for a while. I also tried to remove my reseller status but was unable to make any changes over the phone. I will try to rememeber to update should there be a resolution but wanted to let you know it looks like we are in the same boat. Good luck out there!

  • gretrick Level 1 (0 points)

    It was possible to solve the problem?

  • mdwish Level 1 (0 points)

    As of yet they have not solved this issue.  I again attempted to restore my iCloud backup onto my brand new iPhone 5S running iOS 7.0.2 and still, same issue.


    This is clearly a flag on my account that needs to be removed.  If anyone can figure out how to have Apple remove reseller status from your existing Apple ID, please let me know.  This is just a horrible prank to play on the people outside Apple trying to build the Apple brand.


    Why would a reseller not be eligible for iCloud!?

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