I'm having a tough time resetting my son's Apple ID password. At some point, the password was changed, and now we can't remember it. We tried using the password reset process on Apple's site. The email for the reset goes to my son's email, but the verification code comes to my phone number. It's a bit confusing, possibly because of parental controls.
Here's the issue: We follow the steps—entering the email and my phone number to get a code. After that, we input the code on my son's phone along with the device's passcode. However, we keep getting a message that says "Apple is evaluating the information..." and we'll be contacted in 24 hours. This has happened since December 31st. We received an email on January 3rd allowing us to reset the password, but it just loops back to the same page, asking for the email and phone number again.
I'm not sure if there's something we're missing or if the parental controls are causing this issue. Any advice on how to get past this would be greatly appreciated!
3 Answers
First off, is your son under 13? If his account was created through Family Sharing, there's a different process for resetting the password, which might be contributing to the problem. Check out Apple's support page for child accounts—it might help!
If you're really stuck, you might want to use a different device. Try calling Apple's customer service hotline. Explain your situation and mention any apps you had on the phone for additional context. They can push through a password reset for you. Just remember to jot down the new password somewhere safe, like on paper—trust me, it's worth it!
Make sure to follow the reset instructions promptly. If you wait too long, the process can get cancelled. Since you're having trouble receiving the text, if your set waiting period ends, you can still go to apple.com/recover directly instead to try resetting.
We got a message saying we'd receive a text at a specific time, but it never arrived. Apple Support mentioned they might escalate it to a level 2 tech if this next attempt fails.
He was under 13 when it was created, but he's 15 now. I'll look into that process and see if it helps!