My neighbor's iPhone 15 started behaving strangely yesterday and then suddenly went completely black. She says it had plenty of charge, but now it won't turn on. She visited an Apple Store, but they said they couldn't do much without her Apple Account password, and there wasn't anyone available who spoke Spanish.
She has already started Apple's account recovery process using the "I forgot my password" option. It said there would be a wait of about four days before Apple provides another update, but it wasn't clear whether they would contact her by phone, text, or email. The problem is that the iPhone itself is currently unusable, and there are no other trusted Apple devices or computers connected to her account.
She uses the phone to manage the household and pay bills, so getting access back is important. Her mobile service is through Metro by T-Mobile. What should she do while waiting for account recovery, and how can she check the recovery status if the phone cannot receive calls or text messages?
2 Answers
Starting account recovery was the correct step. The first waiting period—often up to about 72 hours—is only for Apple to evaluate the request. After that, Apple should provide an updated recovery date or additional instructions, and the total wait can be longer.
She should check the email address or phone number associated with the Apple Account, but she can also check the status directly through Apple’s account-recovery website from any device with internet access. When the recovery period ends, she can usually complete the password reset there even if the iPhone still cannot turn on. It’s important to follow the recovery instructions carefully and avoid restarting the process, since that could cancel the current request.
The Apple Account password and the phone’s power problem are separate issues. Apple may not be able to help bypass account security, but the phone can still be tested for a hardware or software failure. Try a force restart: quickly press and release Volume Up, quickly press and release Volume Down, then press and hold the Side button until the Apple logo appears. Keep holding it for up to 30 seconds.
If nothing happens, connect it to a known-good charger and cable for a while, then try again. If it remains completely unresponsive, Metro or an Apple service provider may be able to help with the phone or SIM, but they cannot recover the Apple Account password without going through Apple’s recovery process.
She went to the Apple Store mainly to find out whether the phone itself could be repaired, but they said they couldn’t proceed with the account-related part without the password.
The concern is that the iPhone can’t receive the recovery text or call. I’ll have her check the recovery website and the email address linked to the account instead.