My mom has completely shattered her phone on the highway, and while it's still signed into iCloud, we can't use it. She recently got a new phone but forgot her iCloud password and started the account recovery process. She received a message saying she would get more information the next day, but the call never came. She's mainly concerned about retrieving her photos, but since her phone is locked with a passcode, I can't access them through my Mac either. The only other device connected to her account is her Apple Watch. Does anyone have suggestions for what we can do next? We've reached out to Apple multiple times, but they haven't been helpful.
1 Answer
If her phone number is the same and you know the passcode for the shattered phone, you can use your iPhone. Open the Apple Support app, tap on Reset Password, then Help Someone Else. Enter her Apple ID email and phone number, and select the 'can’t access trusted devices' option. They should send a code to her number, which you can enter in the app to reset the password. Just be aware that if the account is already in recovery, this might not work, but it's worth a shot!
I keep getting 'account recovery in progress' when I try that.