I received an email saying that my Apple Account password, security questions, and date of birth had been changed, but I did not make those changes. I immediately used Apple's website to reset the password, and the reset appeared to work. However, when I try to sign in with the new password, I'm asked to answer new security questions written in Chinese. I don't recognize or understand them, so I can't get past that step. The available support instructions either send me back to reset the password or require me to sign in first to update my account details. What options do I have to recover the account?
3 Answers
Unfortunately, knowing or changing the password doesn’t necessarily prove ownership when the security questions and other account details were changed. Apple Support may still be unable to restore access without another accepted verification method. In that case, the account could effectively be unrecoverable, even if your email address remains associated with it.
It sounds like someone took control of the account and changed the recovery information. Resetting the password alone may not be enough if the account is still protected by security questions you didn’t set. Follow Apple’s compromised-account recovery instructions and contact official Apple Support directly. If they can’t verify that you own the account, you may have to create a new one and enable two-factor authentication immediately.
I eventually reached Apple Support by phone, and they confirmed that the account couldn’t be recovered. It was disappointing, but the security checks are designed to prevent anyone from taking over an account simply by claiming ownership. If you need to start over, use a new account with a strong unique password and two-factor authentication.
I was able to change the password, and the account is still connected to my email address. Does that mean there’s still a chance to recover it?