luvmyjenna
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Q: iPhone 6 - Update to IOS 9.3 - Doesn't Accept 4-Digit Pass Code

My 78-year-old mother bought an iPhone 6 about six months ago.  Upon her request, I changed her security pass code from six digits to four digits.  Several months ago she removed the requirement to input her security pass code when the phone locked. 
Tonight she updated her phone to IOS 9.3.  After the update was complete, she was asked to input her security pass code, which is four digits.  However, it and any other possible pass code combinations were not accepted, and she is locked out of her phone. 
Is there something about the IOS 9.3 update that requires a six-digit code and not four digits?  Have other users had this problem?  How can we solve it without resetting her phone?
Thank you in advance for any advice you can provide.

Robin

iPhone 6, iOS 9.3, Security Pass Code

Posted on Mar 22, 2016 7:50 PM

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luvmyjenna

Q: iPhone 6 - Update to IOS 9.3 - Doesn't Accept 4-Digit Pass Code

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  • by pedro d,

    pedro d pedro d Mar 24, 2016 7:55 AM in response to luvmyjenna
    Community Specialists
    Mar 24, 2016 7:55 AM in response to luvmyjenna

    Hello there, luvmyjenna.

     

    It sounds like you're being prompted for a passcode on your mother's iPhone 6. The following Knowledge Base article goes over the options for resolving that issue:

     

    If you forgot the passcode for your iPhone, iPad, or iPod touch, or your device is disabled

     

    Pick a way to erase your device

    Unless you made a backup before you forgot your passcode, there isn't a way to save your device's data. You'll need to erase your device, which deletes all of your data and settings. Choose a way to erase:

    • If you've synced with iTunes, use iTunes.
    • If you're signed in to iCloud and Find My iPhone is enabled, use iCloud.
    • If you don't use iCloud and you can't sync or connect with iTunes, use recovery mode.

    Erase your device with iTunes

    If you've synced your device with iTunes, you can restore your device.

    1. Connect your device to the computer you synced with.
    2. Open iTunes. If asked for a passcode, try another computer you've synced with, or use recovery mode. 
    3. Wait for iTunes to sync your device and make a backup. If it doesn't, learn what to do.
    4. Once the sync and backup have finished,click Restore [your device].
    5. When you reach the Set Up screen while restoring your iOS device, tap Restore from iTunes backup.
    6. Select your device in iTunes. Look at the date and size of each backup and pick the most relevant one.

    Erase your device with iCloud

    If you set up Find My iPhone on your iOS device or Mac, you can use iCloud to erase and restore it.

    1. From another device, go to icloud.com/find.
    2. If prompted, sign in with your Apple ID.
    3. Click All Devices at the top of your browser window. 
    4. Select the device you want to erase.
    5. Click Erase [device] to erase your device and its passcode.
    6. Now you can either restore from a backup or set up as new.

    If your device isn't connected to a Wi-Fi or cellular network, you can't erase it with Find My iPhone.

    Erase your device with recovery mode

    If you've never synced with iTunes or set up Find My iPhone in iCloud, you'll need to use recovery mode to restore your device. This will erase the device and its passcode.

    1. Connect your iOS device to your computer and open iTunes. If you don't have a computer, borrow one from a friend, or go to an Apple Retail Store or Apple Authorized Service Provider. 
    2. While your device is connected, force restart it: Press and hold the Sleep/Wake and Home buttons at the same time. Don't let go when you see the Apple logo — keep holding until you see the recovery mode screen.
    3. When you see the option to Restore or Update, choose Restore. 

      iTunes will download software for your device. If it takes more than 15 minutes, your device will exit recovery mode and you'll need to repeat steps 2 and 3.
       
    4. Wait for the process to finish. Then you can set up and use your device.

     

    Thanks for reaching out to Apple Support Communities.

     

    Kind Regards.