Trouble accessing iCloud account

Question

Trouble accessing iCloud account

My fiance is having issues accessing her iCloud account.

she can't remember her password OR the answers to her security questions. She didn't setup a recovery email address, so there doesn't seem to be anyway to gain access.

weve tried to ring the support numbers, and they just cut off and we've been into the local Apple store and they can't help.

does anyone have an email address we can contact to try and get the account unlocked or know how else we can access? Normally I'd set up another account for her, but there's some important emails she needs access to.

thanks.

null-OTHER, iOS 8.1.3

Posted on Feb 27, 2015 2:11 PM

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Answer 1

Brett L

Community Specialist

Mar 1, 2015 6:27 AM in response to Hensonandbedes

Howdy Hensonandbedes,

It sounds as if your fiancé is having a frustrating situation with being unable to get into her iCloud account because of a forgotten password. Two of the recovery options are, as it seems you know, the recovery email and using the security questions. Is she using two-step verification with her Apple ID? If so that can be used to reset the password. See this article -

If you forgot your Apple ID password - Apple Support

In particular the section titled Use two-step verification.

If not, she will need to contact Apple Support. Use this page to get started -

Contact Apple for help with Apple ID account security - Apple Support

Thanks for using Apple Support Communities.

Best,

Brett L

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