Locked out of Apple ID AND lost Recovery Key for two-step verification

Hey guys,

Firstly, as the title implies, this is a double-whammy of a problem, and obviously, it is very much my fault. The reason I'm bothering to post this, however, is to find out if anyone else has had this issue and where they are at with it.

The story:

I set up two-step verification on my Apple ID about a year ago as I thought it was a good idea. I wrote the Recovery Key down as it told you to, and put it in a folder full of other important documents. In a epic mental lapse, however, I now remember later throwing out that folder, forgetting about my Recovery Key. Ya, that is my fault, I'm and idiot. Anyways...

Fast forward to a few days ago, and I all of a sudden received messages on all my devices saying that my Apple ID had been disabled for security reasons, and that I had to reset the account in order to regain access to it. Scary, but no problem, right? Well, after entering my Apple ID into iForgot.com, the first thing it asked me for was my Recovery Key. This is around the time I was banging my head against the wall in realization that I had thrown it away, but I was relieved to see the "Lost your Recovery Key?" option at the bottom of the screen. I was even more relieved to discover that I had what I needed to reset it: my current password and a trusted Apple device. The catch was that to reset it, I needed to log into my Apple ID to initiate it, which of course I couldn't do because it had been disabled, and the only way for me to disable it is, again, to enter in my Recovery Key. This effectively put me in and endless loop, without any apparent way of gaining accesses to my account. I did contact Apple about it, and I was ultimately told that the lock on my account was so tight, that not even Apple could gain access to it.

I understand that this level of security is probably the whole reason for the two-step verification in the first place, and I again concede that it was extremely foolish of me for forgetting about and discarding my Recovery Key, but a few things still don't make sense...

1. Why would they put a "Lost your Recovery Key?" link on the password recovery page when a password is needed to reset the Recovery Key itself?

2. As far as I can remember, Apple, in their briefing of how two-step verification works, did not bring up this scenario, which is probably relatively common. They DO mention that they can't help when you don't have access to two of the three necessary things for recovery, but they never brought up the apparent exception of if the account is disabled, in which case having two of the three things needed is not enough. I don't understand how they couldn't have mentioned this scenario.

3. Given the above thought, how could Apple not have some sort of special contingency for this type of situation? I profess my ignorance of how these types of systems are set up, but I would feel that there should be a special method for recovery in place if the account has been locked, and the owner is able to verify that they have the password and trusted devices.

I didn't mean to make it sound like a rant. I ADORE Apple, but this system seems like it's less than perfect.

Has anyone else ran into this issue? If so, is your situation similar to mine?

Thanks for any response!

Posted on Apr 2, 2014 11:08 PM

Top-ranking reply

Apple Warrior 231 Author

Level 1

13 points

Posted on Jul 31, 2014 12:28 AM

Hey jaci25,

Sorry about not responding sooner. I'm still getting used to this new Apple ID!

I'm sure that you've heard back from Apple by now, and if things went as "well" for you as they did for me, it would seem like we are both locked out of our accounts permanently.

I'm actually finally closing the book on this case, as I just heard back from the customer relations representative who I contacted in one final effort to see if there was any work-around that could be leveraged from Apple's lack of clarity in detailing this scenario. Unfortunately, despite her effort, she was unable to to find a solution (as expected). So, it would seem like I've exhausted the last possible venue for support from Apple. Incase anyone is wondering how far exactly my case was escalated, after contacting Apple Care multiple times, an "On Site Engineer" was eventually asked the question of whether or not it is possible to lift the DS Lockout, to which he replied "No".

An extremely disappointing end to a very frustrating and saddening case. Literally hundreds of dollars worth of content, files, and my primary email address, simply inaccessible. Thankfully, I had most of the content stored locally on my computers, but besides my music, none of my other content can be transferred or redeemed.

However, there was a bit of good news, which I'd like to share with you and anybody else who might stumble across this issue:

*** (IF YOUR IOS DEVICE IS BRICKED DUE TO A FORCED (DFU MODE) RESET WHILE FIND MY IPHONE WAS ACTIVE, READ THIS) ***

If you have an iOS (7) device associated with your locked Apple ID, and have Find My iPhone active on it, you will find that you are unable to log out of iCloud to set up a new account, or more drastically, are unable to reset the device. If you force a reset through DFU mode, you will then find that your device is essentially bricked, as it asks for your defunct iCloud password to verify the device before setup can be completed. When I took it into the Apple Store for the first time, I was told that there was nothing that could be done -- they have a standing policy that prevents iOS devices (even under warranty) from being swapped out if not cleared of their verification. This is not true. Ask to speak to a manager and explain the issue. Though Apple does not like to do it, they DO have the ability to remove the verification prompt PROVIDED you have a proof of purchase as well and as long as the device wasn't placed in Lost Mode (which it won't be unless you did it for some reason prior to getting locked out of your account). When I thought I was about to lose an additional $300 dollars as well as my primary phone, I was slight shy of irate, but thankfully, this much seems to be solvable.

I'm extremely sorry for your loss, as I can completely relate. My hope is that as this issue continues to pop up for other users, as it undoubtably will, Apple will recognize, at the very least, that their lack of clarity regarding DS Lockouts and Apple ID's is costing customers greatly, and possibly offer up a solution. Despite being seemingly impossible to fix now, the only way to make this issue known is for others with it to contact Apple and tell them. So, if you've been afflicted with the same thing, I urge you to contact Apple and make it known, as EVERY SINGLE representative I spoke to along the way told me they "never heard of this situation before."

I may respond to the customer relations representative I've been working with one more time, but as of now, it does seem impossible for Apple to solve this issue. If anything changes, I will be sure to post another comment.

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28 replies

Aug 14, 2017 12:47 PM in response to IsaiahTurner

Tried this it did not work!

Oct 3, 2017 4:21 PM in response to Apple Warrior 231

So I’m in this mess too here is my story..

Back on Valentine’s Day my husband surprised me with an iPhone 7plus rose gold 32gb.. I was well chuffed but also quite annoyed that it wasn’t bought outright but he had got in on a contract which he payed for monthly.. on top of that it was locked to EE and I was on another network and I had to wait 6 months before I could put my own sim in.. so I let him enjoy it for a while. However 6 months later I call up EE and get the phone unlocked at an additional but cheaper cost and insert my sim card jn(giffgaff) now I come up with the screen enter your password for my Apple ID (iqra_shaheen@me.com) now I didn’t remeber the password which resulted me to haveijg the account locked.. so I called up Apple and out my account into recovery mode.. so I waited from 14-days to one months and now 3 months however I’ve contacted them numerous times and they all have said the same thing and Ive been going round and round in circles , some have cancelled verification. Some have said they will deal with personally by sending jn detention number information (but never answers) and some have told me a pack of lies, however I spoke to one man who said if I sent in proof of purchase I could possibly make things faster having my husbands name didn’t matter asking as it could be proved where it was purchased from , however when I called up Ee and got the information they held of the contract that was in my husbands name with the imei number and forwarded it to the persona that was dealing with my issue he then forwarded it on to the team that can unlock the account ( aaparantly they have no contact number and can only be contacted via email ) he said they would email with response which they did but rejected the proof of purchase because it hadn’t got a price on it and not an addres of where it was purchased from, now what I don’t understand is if something is purchased online how am I supposed to provide this information address wise and also get an price of an item that I’m paying monthly for ( the invoice never had a purchase price on it it only stated no upfront payment was required).. so they can’t hekp me resolve this matter and I won’t be able to use the phone.. I’ve had this phone 7 months and haven’t used it once!! The iPhone 8 is out how embarrassing and I can’t even use a phone that I have full ownership of.. to top it all off I haven’t made one single call off the phone and can’t even use it without all that information when I’ve send them all the information Ee hold

After receiving their email it angered me and this was my response.. I do want to take things further PLEASE HELP!!

What I don’t understand is I clearly stated that this handset is currently on contract in my husbands name and after speaking to your agents numerous times they reassured me the name on the account wouldn’t be a problem and now your telling me to contact the re seller when the handset is originally purchased online via the Ee website by my husband and we have also forwarded the contract information that we had provided I don’t know what more I can provide you with.. Ive also got the packaging and the delivery receipt to what more can I send to prove that I this is our handset to get to use the handset.. I have had this handset gifted to me by my husband on Valentine’s Day and haven’t been able to use it due to it being locked to Ee.. when I’ve waited 6 months to use due to it being unlocked your now telling me that I won’t be able to actually use the handset with the proof of purchase.. it’s embarrasing that the iPhone 8 has come out and I haven’t yet used my iPhone 7 Plus this is ridiculous

FA314

Level 1

4 points

Jul 2, 2015 8:19 AM in response to FA314

I wonder..... does Apple support even read these forums?

kem103

Level 1

11 points

Jul 8, 2014 12:40 PM in response to jaci25

Thanks for your note. I gave up. There is no problem on my MacBook Pro. The keychain can be accessed, no error messages and the same password that I used on the imac works. I'm just not going to use it. I turn down requests to save login info And keep a log myself. I'm terrified to switch to mavericks. I have an old version of iPhoto and will probably lose all the photos. i give up. Good luck! Please keep us posted m

FA314

Level 1

4 points

Jul 2, 2015 3:59 PM in response to Apple Warrior 231

Well, I waited 12 hours, and tried again... unfortunately I simply confirmed what Warrior231 already shared and I feared. My account is caught in an indefinite lock. I've lost all of my iTunes purchases, worse I now have an iphone and three ipads that I cannot disconnect from the now locked account itunes account. So, even though I followed the support reps instruction of just setting up a new account, I have no ability to get my devices on this new account.

I know that I should have been more careful with my recovery key, but good job Apple setting up a system without any method of intervention on your part.

Time to make a clean break from Apple.

Jul 19, 2015 2:23 PM in response to Apple Warrior 231

I'm stuck in the same loop, i do know my password and email. the problem started when i noticed i never verified apple ID account and now im regretting following the **** reset password instructions.

Jul 26, 2015 4:49 PM in response to DarkPoison

Even better I have my last recovery key and the account says the key is invalid. Last week I logged in to change my password due to "suspicious activity". While logged in, I requested a new recovery key since I knew I had lost my last one. It showed the new key and I took a picture of it. After logging out, I tried to log back in. Apparently I had mistyped my password (though I doubt it) because it was telling me the new password was incorrect. So I entered the recovery key I had just gotten minutes before, and it was telling me that key is invalid... I just got it! And had a picture for reference.

Since then i've spent 5+ hours on the phone with support. I'm not going to drop this. This is their fault now way around it. I have a freaking picture of the recovery key taken minutes before it was saying it is invalid.

Really looking forward to calling and bothering a whole bunch of support people in the coming weeks. I'm sure it won't do anything.

Els23

Level 1

4 points

Nov 16, 2016 4:03 AM in response to Apple Warrior 231

I'm excited for you!

I hope that my problem can be resolved, too.

I just need a 4-digit verification code to be sent to my email address instead of my original phone number, which is no longer valid.

Enjoy!

Dec 8, 2016 7:14 AM in response to Apple Warrior 231

Well, here is the solution (it works for me).

The situation is :

1. Apple ID is locked;

2. You lost your Recovery Code (Your Apple ID is protected with two-step verification.).

However, you still have a trusted device, an apple device that can receive verify code or msg code. And, you still remember your password.

1. Go to apple id website https://appleid.apple.com/#!&page=signin, click Forgot Apple ID or password?

2. Enter your Apple ID and continue.

3. If you see link context like "Use trusted device and current password", click it and carefully continue, and you will success. If the context is invisible, wait about 12 hours, it may appear. If you failed enter you password or verify code, you have to wait 12h for another chance.

Wish you success!

Dina3112

Level 1

4 points

Jun 22, 2017 4:03 PM in response to Apple Warrior 231

I have a similar problem but maybe worst. I initially forgot my Apple ID password which then locked me out for "security reasons" . So I tried to reset the password . The link was sent to my phone and email which I clicked on the link to start the process (I believe I have the two step verification system ). The process went on fine by asking me the phone number to send the verification to. I put in my number which I know is the only number linked to my Id as it's the only number I've ever had . It was correct because apple did send me the verification code which I put in and then it prompted me to put in New password and confirm new password . And bam when I clicked next I get "invalid phone number". I've tried this sooooo many times and have been locked out ever since . I don't know what else to do as I know it's the right number since I'm getting the texts with the verification codes .. please help

Nov 6, 2014 7:21 PM in response to KS88

Did you actually try to log in? I got the error on my phone but was still able to log in from appleid.apple.com

Els23

Level 1

4 points

Nov 16, 2016 3:54 AM in response to KS88

True....... 2-step verification is a complicated process that I will never set up again! When things turn to custard, not even Apple Support can help.

Jun 17, 2017 4:58 PM in response to Apple Warrior 231

I am to remove two way identification

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Locked out of Apple ID AND lost Recovery Key for two-step verification