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Apple ID password reset help

Please help my wife recently dropped her phone in the toilet and had to send for repair. She was asked to disable find my iPhone by icloud but could not remember her password so was unable to do so.

Although she did try to reset it via Iforgotmyapple it would not let her do it without either having her phone or access to her trusted number (which for some reason is the original number on her sim card that no longer works as she has ported across her old number).

Thankfully the phone has been repaired however it has been fully reset and is locked to her account as find my icloud is still enabled. She has tried calling support to try to unlock providing her full apple ID, payment account linked to the ID and updated them with both her actual number and mine.

She was told that after fourteen days her account would be reset and details sent to her new number on how to reset. She has received a 6 digit code however when I tried to go through recovery options again it asked me for full details again not giving me access to enter the 6 digit code and then updated me to state a code had been sent to her old number making the code I have useless.

When trying to go through account recovery again it still has her old number listed so she now has a perfectly good iPhone 6 that she cant use and cant reset her icloud account.

To make matters worse I connected an older iPhone to my iTunes and restored it as her phone to see if it would send the unlock code directly to that phone. However this hasn't worked and now I have two phones locked to her account and cannot use either.

Please help

I'm afraid the only people who can help you here are Apple iCloud support

Thanks for the reply will try them again tomorrow hopefully they can be of more help as when checking updates for her account via iforgot its been stuck on 14 days for the last 15 days and never changes

最后更新：2017-08-31 11:01:26

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