erased ID

Question

Level 1

8 points

erased ID

Hi,

We shared one ID with my sister and then she changed ID to her own. Then he Apple ID got erased and locked. When setting up the phone again it asks for the Apple ID and password which then is said to be incorrect. When she tries to change her password on https://appleid.apple.com/ she's being told that the password is incorrect and moreover - there's no such an Apple ID. We found out that her ID was blocked from my ID, however I did nothing. We don't have official representative apple in Azerbaijan and I was calling to Moscow. they said that they can proceed with unlocking of ID if she answer the secret question. She remember answer only for 1 question. And it's stuck in this stage. Our last hope if you can help us to restore ID.

Thanks in advance,

Yuliya

iPhone 6s, iOS 9.3.2

Posted on Jun 20, 2016 2:27 AM

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Answer 1

mabaeyens

Level 5

4,585 points

Jun 20, 2016 2:34 AM in response to yuliya.t

Hi,

Try in https://iforgot.apple.com and see whether you can unlock there by different means the account.

It's likely that if you have been using her account on your device somehow the old password has been sent back and forth so many times that it has been locked out.

If you forgot your Apple ID password - Apple Support

For support options:

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

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Answer 2

yuliya.t Author

Level 1

8 points

Jun 20, 2016 2:50 AM in response to mabaeyens

Hi,

no, I can't because system doesn't find her ID likely it's not existed. I never used her ID on my phone.

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Answer 3

mabaeyens

Level 5

4,585 points

Jun 20, 2016 2:53 AM in response to yuliya.t

But her account exists because she can try and log into https://www.icloud.com or https://appleid.apple.com

Did she make purchases with her account or saved things to iCloud? She could start building a totally new account in Apple ID until she fixes all issues with the current one, as you are already working with official Apple Support.

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Answer 4

yuliya.t Author

Level 1

8 points

Jun 20, 2016 3:11 AM in response to mabaeyens

I don't think so, because she doesn't familiar with Icloud and purchase. I just tried to log into icloud, and it's writing that her ID is not Apple ID. I remember I issued for her new ID Acoount, but we couldn't sign in to her iphone.

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Answer 5

mabaeyens

Level 5

4,585 points

Jun 20, 2016 3:15 AM in response to yuliya.t

As long as she has a valid email account which she can access, you can help her set it up in https://appleid.apple.com

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Answer 6

yuliya.t Author

Level 1

8 points

Jun 20, 2016 3:19 AM in response to mabaeyens

I didn't understand what shall I do. Shall I create new account for her and try to sign in?

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Answer 7

mabaeyens

Level 5

4,585 points

Jun 20, 2016 3:21 AM in response to yuliya.t

Yes, exactly. Help her using her email address to create a new Apple ID and once it is correctly set up in https://appleid.apple.com then set it up in the iPhone. Again, only after everything looks OK in the website of the Apple ID.

Write down the security answers if needed so she cannot forget those.

Basically starting with the Apple ID process all over again.

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Answer 8

yuliya.t Author

Level 1

8 points

Jun 20, 2016 3:48 AM in response to mabaeyens

I have created new ID using her email address. But seems registration is not completed: all data inserted I pressed to continue and separate window appears where I should include identification code sent to email address. She sent me this code and I inserted this combination. And nothing has happened.

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Answer 9

mabaeyens

Level 5

4,585 points

Jun 20, 2016 3:52 AM in response to yuliya.t

Then I'm afraid you will have to follow up with Apple Support, as that should have confirmed her email in the Apple ID to be able to log out and in again from https://appleid.apple.com

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