PineAppleBooty

Q: Apple ID Security question not showing the option to reset?

Hey guys, so hopefully someone here can help me, i spent 2 hours on the phone last night trying to fix this issue for my mother.

 

She has forgotten the answers to her security questions and is unable to purchase credits on games. Last time we had this issue i sat down with her and fixed it by simply reseting the questions.

 

This time however, every time we go to edit the questions it asked us to answer 2 and there is no option to reset them?

 

We have a rescue email set up (my one) for if this were to happen but the support call last night told us that we have to answer the questions to send the email, and theres no other way around it.

 

 

Please help!!!

 

Also if this is in the wrong community please point me in the right direction! CHEERS!!

iPhone 6s, iOS 9.3.4

Posted on Aug 8, 2016 5:18 PM

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Q: Apple ID Security question not showing the option to reset?

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  • Helpful answers

  • by Rysz,Apple recommended

    Rysz Rysz Aug 8, 2016 6:54 PM in response to PineAppleBooty
    Level 7 (20,838 points)
    iPhone
    Aug 8, 2016 6:54 PM in response to PineAppleBooty

    If you didn't already, follow these instructions.

     

    https://support.apple.com/en-us/HT201485

  • by PineAppleBooty,

    PineAppleBooty PineAppleBooty Aug 8, 2016 6:57 PM in response to Rysz
    Level 1 (5 points)
    iPhone
    Aug 8, 2016 6:57 PM in response to Rysz

    Tried that already like i said in that display is shows just under the questions "Cant remember your answers? reset questions here" but on my one it doesn't say that at all...

    Screen Shot 2016-08-09 at 11.56.25 am.png

  • by Rysz,Apple recommended

    Rysz Rysz Aug 8, 2016 7:10 PM in response to PineAppleBooty
    Level 7 (20,838 points)
    iPhone
    Aug 8, 2016 7:10 PM in response to PineAppleBooty
  • by PineAppleBooty,

    PineAppleBooty PineAppleBooty Aug 8, 2016 7:26 PM in response to Rysz
    Level 1 (5 points)
    iPhone
    Aug 8, 2016 7:26 PM in response to Rysz

    But i already spoke to someone on the phone for 2 hours about it and he couldn't help at all?

     

    should i just try again?

  • by LACAllen,

    LACAllen LACAllen Aug 8, 2016 10:28 PM in response to PineAppleBooty
    Level 5 (5,199 points)
    iCloud
    Aug 8, 2016 10:28 PM in response to PineAppleBooty

    If the account is hers, your mother has to be verified. You can't act on her behalf.

     

    Is that what you were trying to do on the phone with Apple?

  • by PineAppleBooty,

    PineAppleBooty PineAppleBooty Aug 9, 2016 12:41 AM in response to LACAllen
    Level 1 (5 points)
    iPhone
    Aug 9, 2016 12:41 AM in response to LACAllen

    yeah so she was talking whilst i was trying the suggestions for her because she's not tech savvy,

     

    but according to the guy on the phone there was no way to verify that its her account without answering the questions...

     

    which to me doesn't make sense like should there should be a way that they can just send the rescue email the reset??

  • by LACAllen,

    LACAllen LACAllen Aug 9, 2016 1:38 AM in response to PineAppleBooty
    Level 5 (5,199 points)
    iCloud
    Aug 9, 2016 1:38 AM in response to PineAppleBooty

    It makes perfect sense really.

     

    If your mother can't be verified, she can't have the password reset. It's about security. Typically Apple has other methods in addition to security questions.

     

    If the advisor from Apple says there is no way to resolve this, then that must be true.

     

    Nobody here can help.

  • by iLike2WaltzWithTomatos,

    iLike2WaltzWithTomatos iLike2WaltzWithTomatos Aug 9, 2016 1:46 AM in response to PineAppleBooty
    Level 1 (33 points)
    iPhone
    Aug 9, 2016 1:46 AM in response to PineAppleBooty

    Hi PineAppleBooty,

     

    I understand that you are trying to help your mom reset her security questions for her AppleID. I can see why the process has been frustrating for you. I too have had this issue and I hope I can help you out.

     

    In the case where you know your password and are able to access the account but have forgotten the answers to your security questions, you are able to call AppleCare and have them help you out. You will have to do this with your mother however because part of the process is that they have to verify identity. You have the ability to provide a support PIN from the Apple ID website and they may use that to help verify your identity as the account holder. They may also need credit card information or other info to do this.

     

    Once your identity is verified they will be able to reset those security questions with you over the phone.

     

    I hope this helps and I hope your mother is able to restore her normal use of the devise!

  • by iLike2WaltzWithTomatos,

    iLike2WaltzWithTomatos iLike2WaltzWithTomatos Aug 9, 2016 1:51 AM in response to PineAppleBooty
    Level 1 (33 points)
    iPhone
    Aug 9, 2016 1:51 AM in response to PineAppleBooty

    You are right about that. The advisor must have just been under the assumption that the account holder was not you. I would position yourself as though you are the account holder to the next advisor you speak with and if they say the same thing ask about the support PIN or ask for the call to be escalated to someone who can assist you in account security.

     

    good luck!

  • by ross132,

    ross132 ross132 Aug 9, 2016 1:55 AM in response to PineAppleBooty
    Level 1 (21 points)
    Apple Music
    Aug 9, 2016 1:55 AM in response to PineAppleBooty

    i want to us securty unlock iphone look icloud

  • by Meg St._Clair,

    Meg St._Clair Meg St._Clair Aug 9, 2016 5:55 AM in response to iLike2WaltzWithTomatos
    Level 9 (59,275 points)
    iPhone
    Aug 9, 2016 5:55 AM in response to iLike2WaltzWithTomatos

    iLike2WaltzWithTomatos wrote:

     

    You are right about that. The advisor must have just been under the assumption that the account holder was not you. I would position yourself as though you are the account holder to the next advisor you speak with and if they say the same thing ask about the support PIN or ask for the call to be escalated to someone who can assist you in account security.

    That's because they weren't the account holder. Are you suggesting they lie?

  • by iLike2WaltzWithTomatos,

    iLike2WaltzWithTomatos iLike2WaltzWithTomatos Aug 9, 2016 1:16 PM in response to Meg St._Clair
    Level 1 (33 points)
    iPhone
    Aug 9, 2016 1:16 PM in response to Meg St._Clair

    No I am not. He is apparently an authorized user of the account.

  • by Meg St._Clair,

    Meg St._Clair Meg St._Clair Aug 9, 2016 4:37 PM in response to iLike2WaltzWithTomatos
    Level 9 (59,275 points)
    iPhone
    Aug 9, 2016 4:37 PM in response to iLike2WaltzWithTomatos

    Apple ID's don't have additional authorized users. They belong to one person. The only way an additional person has legal access to them is with a power of attorney.