I'm looking for help to change my 88-year-old mom's iCloud password. She's in assisted living and has dementia, and her iPhone has been working fine for basic needs like calls and texts. However, I want to set up more apps for her, like showing her great-grandkid photos and enabling FaceTime on a new iPad we might get her.
The problem is my late dad had turned on Face ID, and my mom's face has changed so much due to age that the phone doesn't recognize her. I've tried using the Apple support app, but her phone keeps asking for confirmation via Face ID. I've also attempted to turn off Face ID, but that option is blocked unless I can first confirm with Face ID.
Does anyone have any advice on how I can get around this situation and update her password?
2 Answers
Have you considered creating a new Apple ID for her? If you can reset the device, you could sign in with the new Apple ID to set up FaceTime and get any apps you want. Although accessing her current account is uncertain, this could be a good workaround for now!
You might want to try disabling stolen device protection because that could help you turn off Face ID. Once that's done, you can set a new device passcode without needing her face. That said, keep in mind that you might need Face ID to turn that off, so it can be tricky.
That seems to be the issue; I can't turn off stolen device protection without Face ID either, so I'm stuck too.
I found that the "Change Passcode" option is still active, so maybe that's something to check out!
I don't think you can reset without the old password. That's a tough spot.