My grandmother, who is 89 years old, accidentally locked herself out of her iPhone. She mentioned that her facial recognition feature stopped working, and after entering the passcode incorrectly too many times, she's now locked out for 6 hours. The issue is compounded by the fact that she can't remember her Apple account details. I've tried to reset her password using my phone, but she can't receive the verification code because she doesn't know her email address, and her phone is locked. Unfortunately, she can't physically visit an Apple Store for assistance, and they won't help me since the account is in her name. I'm looking for any possible solutions so she can regain access to her phone to make calls and use GPS.
2 Answers
If you don’t have a computer, that could be rough. You might want to ask a friend or family member if you can use theirs to help reset the account. Otherwise, if the phone is locked and you want to get it working again, you’ll need that Apple ID info to unlock it. It might seem like the phone is unusable, but with the right access, you can definitely get it back to functioning.
Resetting her phone wouldn’t be a problem, but you'll need her Apple account email or phone number to reset the password. Unfortunately, Apple Stores can’t grant access without that information. Try going to iforgot.apple.com to regain access to her Apple account. If you have her phone number linked to the account, you might be able to reset it that way. Once you can reset her Apple ID, you can wipe the phone using a computer and log back into the account afterward.
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