I'm helping someone reset the password for her Apple Account so she can update her iPhone. Her only Apple device is an iPhone 12 running iOS 16.1.1, and she has access to the Gmail address associated with the account. The trusted phone number is also the iPhone's number, but her carrier has no service at the locations where we're trying to complete the reset. The password-reset process in Safari asks to verify that trusted number, while the relevant password option doesn't appear in Settings. Would Apple send the verification code by SMS or phone call only, or could it arrive through iMessage or another method that works without cellular service?
2 Answers
The verification code is generally sent to the trusted number by SMS or an automated phone call. It isn’t normally delivered through iMessage, and access to the account’s Gmail address doesn’t replace trusted-number verification. You’ll likely need to complete the reset somewhere the phone can receive cellular service, unless the carrier’s Wi-Fi Calling and SMS features are properly enabled.
The password controls should normally be available by tapping the account name at the top of Settings and opening the password or sign-in section. On older iOS versions the wording and location can differ, and the option may be unavailable if account recovery or another security restriction is active. If that route doesn’t appear, Apple’s account-recovery process may be the remaining option.
The account name is visible and accessible in Settings, but there isn’t an option there to change or reset the password. The main issue is that the trusted number can’t receive the verification code at the current location.