I need help

Question

Level 1

4 points

I need help

My grandma's iPod disabled and I restored it. I think her account got hacked because she told me she Apple ID and password, but it's saying Apple ID or password. I went to iforgot,apple.com and I verify her birthday it says "Your answer does not match the security information on file". So anyway, I made her another iTunes account and restored her iPod again. I put a different email address and password it didn't work It says "This iPod is linked to an Apple ID. Enter the Apple ID and password that were used to set up this iPod. (l*****@icloud.com). I've try everything please help me 😟

iPod touch, iOS 9.3

Posted on Mar 28, 2016 4:49 PM

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Answer 1

Hamoud234

Level 2

241 points

Mar 28, 2016 7:46 PM in response to icublondie

Try the following steps:

Ask your grandma to set up the iPod touch with the previous Apple Id.
If that doesn’t work, go to iCloud.com on a computer.
Sign in with the previous Apple Id if necessary.
Open Find my iPhone.
You might be asked to type your password again.
Click on “show devices using find my iPhone.”
Try to erase your iPod.
When that’s done, your iPod will return to factory settings.
When you are setting up your iPod again, you can choose to set it up as “new” or restore from a previous back up.
If any of the steps don’t work, contact apple support.

Good luck!

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Answer 2

lllaass

Level 10

210,519 points

Mar 29, 2016 1:05 AM in response to icublondie

You/grandma has to recover use of the original account so that the device can be activate

Apple ID: Contacting Apple for help with Apple ID account security

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