5 Replies Latest reply: Aug 3, 2013 9:01 AM by youngbrain
youngbrain Level 1 (0 points)

I am trying to contact Apple support and have gone through the usual form process but when they check my serial number #CO******V7P I get the message that they don't give support to machines manufactured over five years agao. Mine was ordered December 21, 2011 and delivered mid January 2012, hardly five years ago unless I was sold old stock but how would I know?


I have a MacBook Pro and have forgotten/misplaced the Verification Code for FileVault, it doesn't also recognise my login password either which is the first disturbing problem.


How is one supposed to contact Apple Support to enquire about Code recovery and more importantly how and to whom can I answer the security questions to obtain my Verification Code? 


When I try to log in with my usual admin password after a few attempts it asks for the Verification Code but can't go any further than that. When I set up the encryption process I was never given a recovery key after my security questions were stored with Apple. 

I now see this is important an important step for the V. Code to be recovered.


Ideas please.


<Serial # Edited by Host>

MacBook, Mac OS X (10.5.5), also run an iMac Tiger
  • Linc Davis Level 10 (192,689 points)

    The serial number you posted seems to be valid for your model. If you're sure you entered it correctly on the support web page, then call Apple (1-800-275-2273).

  • youngbrain Level 1 (0 points)

    Don't think I can get that number living inGermany but I did try a similar number for Germany and then got a message that the number had changed, so was given the new number by the message machine and after dialing the voice said this number is no longer valid!  Great support system hey?

    Apple obviously can't handle the level of problems people have!

  • Linc Davis Level 10 (192,689 points)

    There must be a support number in Germany you can call. I don't know what it is.

  • Dr.Mac. Level 3 (580 points)

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  • youngbrain Level 1 (0 points)

    Well I can now report that the problem has been sorted!


    I did get through to Apple support (Germany) and they were very helpful especially spotting that although I am in Germany and have a German Keyboard my machine's OS is in English. This meant that when I typed my password that contained a 'Y' I was in fact typing Z (they are interchanged on a German keyboard). Unfortunately when you type a password you can't see what you've typed. 

    Immediately I typed my P/W using the Z key for the Y key my machine opened up! My computer was always set up for German but for some reason it had changed to English and I hadn't set up System Preferences and ticked the Show Input Menu which shows a little flag to inform one.


    The Verification Code was not necessary and now I have turned it off. The support engineer explained unless you are working in a high security environment it is advisable not to use it.