I can't reset my security questions

Question

I can't reset my security questions

Hi,

My mother just bought an iTunes gift card to make a purchase on her iTunes account, but when I add the card it tells me that she has to answer to the security questions.

The problem is that the answers that she gives me (which, as her son I know are right by all the stories she told me growing up), are apparently wrong.

I tried to see if the answers are case sensitive, but no luck. After that I tried to reset the security questions by sending the reset email to the secondary email address... the problem is: it never gets there.

I tried to change the secondary email address and even tried to add another one to it, but it doesn't even let me do that.

So:

to make a purchase I need to respond to security questions
security questions tell me the answers are wrong
sending reset security questions email doesn't get sent/recieved
secondary email address doesn't receive the reset email
no possibillity to add another secondary email address because all email addresses are apparently in use (which isn't true, I have tried 7 different email addresses, and all are in use (not possible)
no possibillity to verify the existing secondary email address because the verification email doesn't get sent/recieved (double checked in mail app on different phones and on web portal to exclude problems with the app)

Im running out of tools in my toolbox to fix this and have a nice set of goose eggs because of hitting my head against brick walls, so if there is someone that can tell me how to fix this so that my mom can finally play word feud without ads, because right now it seems like as if Apple doesn't want to have her money...

Posted on Sep 8, 2014 1:47 PM

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Answer 1

Niel

Community+ 2026

Level 10

743,783 points

Sep 8, 2014 1:48 PM in response to Mark-Straatman

You need to ask Apple to reset your security questions. To do this, click here and pick a method; if that page doesn't list one for your country or you're unable to call, fill out and submit this form.

They wouldn't be security questions if they could be bypassed without Apple verifying your identity.

(112282)

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Answer 2

Kappy

Level 10

362,023 points

Sep 8, 2014 1:50 PM in response to Mark-Straatman

Alternatives for Help Resetting Security Questions and/or Rescue Mail

1. If you have a valid rescue email address, then use this procedure:

Rescue email address and how to reset Apple ID security questions.

2. Fill out and submit this form. Select the topic, Account Security. You must

have a Rescue Email to use this option.

3. This is the only option if you do not already have a valid Rescue Email.

These are telephone numbers for contacting Apple Support in your country.

Apple ID- Contacting Apple for help with Apple ID account security. Select

the appropriate country and call. Ask to speak to the Account Security Team.

4. Account security issues almost always require you to speak directly to an

Apple representative to securely establish your identity as the account holder.

You can set it up so that Apple calls you, either immediately or at a time

convenient to you.

1. Go to www.apple.com/support.

2. Choose Contact Support and click Contact Us.

3. Choose Other Apple ID Topics and choose the appropriate topic for

your issue.

4. Follow the onscreen instructions.

Note: If you have already forgotten your security questions, then you cannot

set up a rescue email address in order to reset them. You must set up

the rescue email address beforehand.

Your Apple ID: Manage My Apple ID.

Apple ID- All about Apple ID security questions.

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Answer 3

King_Penguin

Level 10

334,336 points

Sep 8, 2014 1:51 PM in response to Mark-Straatman

The reset link will send reset info to the rescue email address that you have on your account, not the alternate/secondary email address - you can't view the whole rescue email address or change it until you can answer your questions. If you've checked your rescue email account (both the inbox and spam folder) then you will have to contact Support in your country to get the questions reset.

Contacting Apple about account security : http://support.apple.com/kb/HT5699

When they've been reset check that your rescue email address is spelt correctly, and if necessary correct it : http://support.apple.com/kb/HT5620

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Answer 4

Sep 8, 2014 2:23 PM in response to Mark-Straatman

[quote]They wouldn't be security questions if they could be bypassed without Apple verifying your identity.[/quote]

I understand the reason why Apple needs security questions, but what i don't understand is that the answers that my mom is giving me (which from experience growing up know they are right) aren't accepted by Apple. My mom also doesn't remember filling out these questions so how they got there is a mystery.

@ Kappy

With secondary email I meant rescue email. There are only two possibilities for the hint email displayed under the security questions (because both email addresses that my parents use start with the same letter). I checked both email addresses and searched in both email addresses for "Apple" and apple@id.apple.com (as described in your procedure), but no emails regarding security / reset / password / verification pops up.

I can't edit any of the email addresses because every email I change into tells me that they're already in use (secondary). I checked every apple ID I know (mom's, dad's, wife's, mine) and the email address that I use for my mom's account is not used anywhere else in any other account. So I don't know why it doesn't accept any of my email addresses.

I'm positive that the email addresses that I provide can receive emails. This is verified by checking emails from other senders that are being received into the email account.

I can't verify any of the existing secondary email addresses in the account because the verification email (that are supposed to be sent to the rescue email) doesn't get sent/doesn't get received in the email account (again, i've checked all email accounts possible, including the spam folder).

so:

answering the security questions with valid answers do not get me through the process. Answers are apparently wrong.
the two possible rescue email addresses do not receive any email from apple regarding whatsoever. not in inbox, nor in spam or any other folder.
secondary email addresses cannot be verified because the verification emails are not sent to the secondary email addresses.
no other secondary email address can be added to the account because apparently every email address I have (quite a few) are all in use (not possible).

so that being said, does this mean that I have to call Apple about this and have them reset my mom's security questions? and if so, is there any information that I need to provide so that I can handle the call with my mom in one call and not have to call back to provide the required information.

Thanks in advance

Mark

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Answer 5

Niel

Community+ 2026

Level 10

743,783 points

Sep 8, 2014 2:28 PM in response to Mark-Straatman

1. Yes, you do.

2. They'll need a way of verifying your identity; these include a temporary support PIN and/or a piece of personal information associated with your iTunes Store account or Apple ID.

(112289)

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Answer 6

Kappy

Level 10

362,023 points

Sep 8, 2014 2:36 PM in response to Mark-Straatman

Yes. Call Apple.

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