I recently bought my first iPhone from Apple and signed in to iCloud using the Apple Account I originally created with my main Google email address and phone number. During setup, iCloud reported a synchronization problem and asked me to enter the password used to unlock an old MacBook that I previously sold. That MacBook is no longer available to me, and I have no way to contact its current owner. It also does not appear among my current trusted devices; only my new iPhone is listed. When I tap the option to resolve the synchronization issue and then choose "Don't know the MacBook Air password?", I only get a message saying to try again later. There is no option to change or reset the old device password. What can I do to regain access to my protected iCloud data and complete two-factor synchronization?
2 Answers
If the MacBook was sold without being erased and removed from your Apple Account, that could explain why it is still being used as a trusted device. Check your account’s device list and remove the old MacBook if it is still there. If you no longer have access to it, change your Apple Account password and contact Apple Support. They can verify ownership and explain whether the protected iCloud data can be recovered or must be reset.
On the screen asking for the old MacBook password, look for an option such as “Don’t know the password?” or “Don’t have access to this device?” That may let you reset the end-to-end encrypted iCloud data and create new encryption keys. Be aware that resetting this data can permanently remove information that was protected by the old key, so read the warning carefully before confirming. If the only choice is “Try again later,” update the iPhone and try again after some time, or contact Apple Support for account-recovery help.
The screen does show “Don’t know the MacBook Air password?”, but selecting it only displays a warning that access to the protected iCloud data may be lost. The only available button afterward is “Try again later,” so I cannot find any way to reset it.