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Level 1

5 points

"iCloud Restore from Backup" gives error "Incorrect Apple ID or Password"

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 icloud.com, appleid.apple.com, 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

Posted on Mar 13, 2013 5:25 PM

24 replies

mdwish Author

Level 1

5 points

Oct 15, 2013 1:53 PM in response to Freddie Cox Iii

I spoke with a senior support advisor who is escalating this issue with Apple and has agreed to "own it" at least temporarily. I will post the findings when I hear more and hopefully receive a solution other than using a new Apple ID.

Oct 21, 2013 6:58 PM in response to mdwish

Had the same problem today - I'm an apple store employee, and wanted to restore my phone. When I tried to bring back my icloud backup (which is there, since I can see it in my icloud settings), it gave me the same error message. I have pictures and voice messages from a close friend who died recently on this backup and I can't believe that I will lose it all because I work for Apple. It's just ridiculous. Please tell us how your story unfolds - I'll try to contact the higher ups tomorrow at the store.

Oct 22, 2013 6:51 PM in response to Phantom519

Good luck. You may have a better chance since you are still internal. Not sure that IS&T will be able to help, but someone may be able to get you in touch with part of the AppleID/iCloud team who can point you in the right direction. Please let us know if you have any success and if there is anything we can do to replicate that success.

mdwish Author

Level 1

5 points

Oct 22, 2013 8:08 PM in response to Freddie Cox Iii

I have an AppleCare guy escalating this and they are troubleshooting with my account. He seems to be owning this so hopefully I'll have some news to report in the coming weeks. He did tell me that all the internal documents have said that there are only 4 types of "supported" iCloud accounts including customer, developer, etc. The problem with mine is that its considered reseller, which is one of a handful of "unsupported" account types... so thats where the problem is -- solution is still at-large. Will report back.

Oct 23, 2013 3:32 AM in response to mdwish

I was also just in contact with a CS rep. here in Scandinavia, and he sent the problem on to their tech guys. Also told me that he would contact me, by phone or e-mail, when they have a solution, and also that if I find something that works he would appreciate if I contacted him so they could post the solution online. Apparently nobody had heard anything about this at this particular call center.

Something I seem to see as a pattern is that we all have a different account type than "regular" users. (I used to work at a reseller, so I've used this ID to log into the Apple sales training system.) Am I correct in this assumption?

mdwish Author

Level 1

5 points

Oct 23, 2013 5:18 AM in response to Carl A. K. S.

That is definitely the case with mine. I used my account to log into apple sales web earlier this year and iCloud hasnt worked properly since. The guys I spoke with had never hear of this issue either when I first called.

mdwish Author

Level 1

5 points

Nov 12, 2013 12:48 PM in response to mdwish

Apple fixed my account!

I wanted to let everyone know, if you experience this same issue with your iCloud backup being inaccessible because you have a "Reseller" account, it can be fixed.

After speaking with a Senior Advisor at Apple, and explaining the issue and all the troublehsooting steps I went through, they escalated my issue to engineering and put my account in troubleshooting mode where they gave developers access to my account. About 2 weeks later, they came back and told me they were able to change my account from "reseller" to "customer" and I am now able to access my iCloud backups and restore them.

To solve your issue, it's not easy, but if you are persistent about getting in touch with senior advisors they are able to make this manual change to your account.

Good luck!

PatFerr

Level 1

8 points

Sep 23, 2014 4:31 PM in response to mdwish

I am having the same problem. I got a new phone to replace my damaged one and it says my backup from the cloud has the wrong password and that's BS, I have the right password, I use it all the time and this is frustrating me to no end. Who do I talk to about this? Where can I get some iTunes or icloud support other than asking questions in a forum?

Dawjer

Level 1

4 points

Sep 23, 2016 3:28 PM in response to mdwish

I have the same problem, and I'm being told they can't change my account from reseller to customer. Could you perhaps give me and the advisors a case ID to check what's up?

"iCloud Restore from Backup" gives error "Incorrect Apple ID or Password"