Password forgotten and the Gmail accout used is hacked

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Password forgotten and the Gmail accout used is hacked

Hi everyone,

I am asking this question here hoping to find an appropriate answer ( This is on behalf of my cousin living in a different country )

He has forgotten his apple id's Password and has been trying to retrieve password and apple is sending him to check out his Gmail with information regarding how to reset password or whatever else.

But his problem is that Gmail was also hacked and he has no access to that Gmail . He wanted me to walk to an apple store and obviously they told me they are only in Sales and I needed to post in the forums or contact the technical support.

Can anyone here help me what would best way for him to change that email address and rest his password. He has the original package with barcodes on the back of the phone and he has bought it in Dubai.

Thanks

iPhone 6

Posted on Dec 30, 2015 8:43 AM

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Answer 1

Dec 30, 2015 9:40 AM in response to Rostamineh

Welcome to the Apple community.

If you are unable to remember your password, security questions, don’t have access to your rescue address or are unable to reset your password for whatever reason, your only option is to contact Apple ID Support, upon speaking to an operator you should explain that your problem is related to your Apple ID, this wayl you will not be charged for assistance, even if you don’t have an AppleCare plan.

The operator will take you through some steps you may have already tried, however they need to be sure they have exhausted all usual approaches before trying to reset your account, so you should try to be helpful and show patience with the procedure.

The operator will need to verify they are speaking to the account holder and may ask you some questions that only the account holder could know, and you will need to answer them if the process is to proceed.

Once the operator has verified your identity they will send a message through to your device which contains an alpha numeric code, which you will need to read back to them.

Once this has been completed they will send an email to your iCloud email address after a period of 24 hours, so you should check that mail is enabled in your devices iCloud settings.

Upon receipt of the email, use the reset link provided to reset your password, after which you should be able to make the adjustments to iCloud that you wish to do.

If your country isn't listed use this link

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