HT201485: If you forgot the answers to your Apple ID security questions

Learn about If you forgot the answers to your Apple ID security questions
jacobie4
Level 1 (5 points)
iCloud

Q: Security Questions question from a frustrated user

I'm going to try to remain as collected as possible, but I feel like tearing each strand of my hair out of scalp. I am extremely frustrated.

 

I've always had issues with AppleID and security questions. About a month ago, I attempted to sign into my iCloud account to Find My iPhone and, something that I used to just be able to use a password for, now requires security questions that I answered 3 years ago. Oh boy! I tried to think of the answers to them, but the questions that I answered were so dynamic and have changed with time that I couldn't possibly remember them, especially since, if you don't answer BOTH of them correctly within 10 attempts, you get locked out for the day (which, in my opinion, is way too long of a wait time).

 

I did get locked out of my account that day and eventually just had to go searching around the house for 30 minutes to find my phone in the couch cushions.

 

Now, a month later, I attempted to purchase an app on the AppStore which, again, was something I could just use a password/touchID for. Now, I am required to enter in my security questions which I don't remember at all. I attempted, once again, to answer them and, once again, got locked out of my account. Great.

 

Next day, a bit of a Google search later and found out I can reset my security questions from a support thread here. I was ecstatic to see how simple it was to reset them! Only one issue, I don't see ANY option to "Reset your security questions" anywhere. All I see is "Verify your identity" with two prompts of, you guessed it, my security questions. Nothing more, nothing less. Not sure if that support thread was out of date, but there was no option for that whatsoever.

 

Now I do have a rescue email set up which I attempted to use when I got locked out (it prompts you to "Use your rescue email"), but when I click it, absolutely nothing happens. I can just click infinitely, but nothing happens.

 

I am frustrated out of my wits right now. I completely understand why Apple has these security measures and I appreciate their wanting to keep my account as secure as possible, but some of these measures, I feel, go a bit too far and, in the end, annoy the user who actually wants to access their account. Not to mention, the rescue email option doesn't even work when I click it and the thread that is suppose to tell you how to reset your security questions seems to be either outdated or the option to reset my questions is broken.

Posted on Jul 20, 2016 9:20 AM

by Phil0124,Apple recommended
Phil0124 Phil0124
Level 7 (26,867 points)
iPhone
A:

When you click Reset Security Questions, and Then click on Use Rescue E-Mail, and E-Mail should be sent to that address with instructions on how to reset the security questions. It should popup a message box saying as much when you click on the link.

 

If you still cannot reset your security questions you will need to Contact iTunes Account Security to sort it out.

Posted on Jul 20, 2016 9:37 AM

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jacobie4

Q: Security Questions question from a frustrated user

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  • Helpful answers

  • by Limnos,

    Limnos Limnos Jul 20, 2016 9:26 AM in response to jacobie4
    Level 9 (53,643 points)
    Mac OS X
    Jul 20, 2016 9:26 AM in response to jacobie4

    If you can't remember the passwords, write them down. In this era of technology passwords are like bank account numbers, property title documents, birth certificates. They actually have value and need to be treated as such.

     

    Contact Apple for help with Apple ID account security - https://support.apple.com/HT204169 "This article provides country-specific Apple Support contact information for customers seeking help with their Apple ID password or other security-related issues."

  • by gail from maine,

    gail from maine gail from maine Jul 20, 2016 9:36 AM in response to jacobie4
    Level 7 (25,664 points)
    iCloud
    Jul 20, 2016 9:36 AM in response to jacobie4

    OK, so you can't reset your Security Questions when you have forgotten them initially. You would need to do that when you are able to access your account.

     

    If your Rescue email is not working, two questions - are you certain you are looking in the correct email account. A Rescue email cannot be an Apple ID or be used as an alternate or Rescue email for any other Apple ID. So, if you are not looking at a unique email, then it probably is not the email you put in for your Rescue email. If you are looking at a unique email, then you need to check your Junk email folder.

     

    You can contact Apple Support to help you get a reset email link:

     

    ACCOUNT SECURITY SUPPORT

     

    Once you get this all squared away, I strongly suggest that you set up Two-Step Verification or Two-Step Authentication (whichever applies). I have been using Two-Step Verification for well over a year, and have had no issues. Instead of Security Questions a 4-digit code is sent to one of your trusted devices (which does not have to be an iDevice, since you can enter an SMS number). Easy, quick, no Security Questions to remember. The only thing you need to be aware of is that Messages and FaceTime will need an App-Specific Password in order to sign in to them. That is generated on your Apple ID page, and then instead of putting in your Apple ID password when signing in, you put in the App-Specific one. If you don't remember it down the line, you can generate a new one:

     

    Frequently asked questions about two-step verification for Apple ID - Apple Support

     

    Two-factor authentication for Apple ID - Apple Support

     

    Using app-specific passwords - Apple Support

     

     

     

    Cheers,

     

    GB

  • by Phil0124,Apple recommended

    Phil0124 Phil0124 Jul 20, 2016 9:37 AM in response to jacobie4
    Level 7 (26,867 points)
    iPhone
    Jul 20, 2016 9:37 AM in response to jacobie4

    When you click Reset Security Questions, and Then click on Use Rescue E-Mail, and E-Mail should be sent to that address with instructions on how to reset the security questions. It should popup a message box saying as much when you click on the link.

     

    If you still cannot reset your security questions you will need to Contact iTunes Account Security to sort it out.