I'm locked out of my Apple Account because the verification code is being sent to an old trusted phone number that I no longer use. I can access my iCloud email and have my recovery key, but the recovery process still requires a code from that old number. The process is: I enter my password, receive an account-locked message, enter the recovery key, and then get asked for the verification code. Would an Apple Store or Apple Support be able to verify my ownership and help me update the trusted number? Has anyone successfully recovered an account in this situation?
3 Answers
With a recovery key enabled, Apple generally requires either the trusted phone number or a trusted device that’s already signed in. An Apple Store or support representative usually can’t bypass those security requirements or manually restore access.
Normally, after the code is sent, there may be an option saying that you can’t access the number or receive codes. Selecting that can start account recovery.
That’s likely because the recovery key is enabled. It changes the normal account-recovery flow, and the option to proceed without the trusted number may not be offered.
Check Apple’s official account-lockout and recovery steps for every available option. If none of them work, Apple may not be able to recover the account. Access to the email address alone usually isn’t enough, since the process is designed to prevent someone from taking over another person’s account.
That option doesn’t appear for me; I’m only being asked for the code from the old number.