325      iPhone_iPad_Mac_apple

Account Recovery Unacceptable Delay

I am posting this from my husband's account as I do not have access to mine. On 18th February, my iphone6, just 18months old, completely stopped working. It had been carefully used, never dropped or dampened and none of the usual resets or battery charging made any difference - it was dead as a dodo. At the same time, perhaps related to the dying phone, I was blocked out of my icloud account which I tried to access from my laptop, so did not have access to my contacts calendar and other data stored in icloud.

After checking apple support, I found that the only way to reset the account was getting a verification to my iphone - which had died a death. The only alternative seemed to be to request account recovery which I duly did, being advised it would take a few days. On 22 February I was asked to confirm that I really did want Account Recovery.

I arranged to take the dead iphone6 the 20 miles to our nearest Apple store to arrange a repair or replacement. They rapidly confirmed that it was completely dead, irreparable and only 18 months old, I could have a replacement at a reduced price. However, they advised that the process of transfer from my dead iphone to the new one required access to my icloud account and that nothing could be done until account recovery was completed. They made an appointment to change the phone over. I have rearranged this appointment 3 times. I have heard nothing further from account recovery and it is now 17 days since my expensive iphone6 died, I was blocked out of my account and have no access to all my data.

The same day I was blocked out of my account, I was blocked out of my UK tax account for the same reason. However, their website has an option if the trusted phone is not available. I called a number, was taken through 4 layers of security checking and was back into my tax account in less than 1 hour. I find it mind boggling that a major IT firm like Apple who charge top prices for their products need to take weeks to reestablish an account. I still have no idea when the account will be available to me again so that I can finally replace my iphone6. I also note several other discussions raising the same point.

Perhaps it is worth making all Apple users aware that Samsung Galaxy phones now get higher review ratings, are much less expensive, have two  years warranty, not one, and are much more rapid in their support. I will think long and hard before purchasing another Apple product.

That's the price of extra security, which you have chosen to use on your Apple ID. Sometimes convenience and security are mutually exclusive

The possible consequences were not explained when I was encouraged to change to 2 step verification - I was simply told it was quicker and easier, not that if the iphone died, I would also lose my icloud account. The minimal extra security is not worth the risk of weeks without access. Still no news on when I can expect my account to be "recovered". Forgive the rant - I have been very unhappy about the whole process.

Didn't find the response at all helpful.

This is a user-to-user support forum and unfortunately there isn't much anyone here can do about your situation. However, you may want to provide some feedback or suggestions to Apple about how they could improve the recovery process. You can do that via: https://www.apple.com/feedback/icloud.html

I'm just stating the facts. It's your fault for not reading the information about two-factor presented to you, there's no one to blame but yourself. Full stop.

trusted phone is not available. I called a number, was taken through 4 layers of security checking and was back into my tax account in less than 1 hour. I find it mind boggling that a major IT firm like Apple who charge top prices for their products need to take weeks to reestablish an account.

Apple has a Plan B as well for 2 Factor Authentication. Had you added a trusted phone number to your Apple IDs 2FA settings, you could have authenticated via another SMS device or voice call and get right back in to your account.

Two-factor authentication for Apple ID - Apple Support

The delay is, in part, due to this.

Thank you LACAllen

That information will be really helpful when I eventually get passed through account recovery and have my replacement phone.I will then make sure I have at least 3 trusted phone numbers!

However, I am still waiting and now can't do anything until they finish processing my account recovery.

How long until you were able to get on?

The same exact thing is happening right now to my son: a 28 day delay. Apparently we cannot even go to an Apple Store armed with passports and licenses and recover the account. It is so clearly an Apple software blunder ... but it would seem that Apple Store workers and call center employees have been told not to admit that it is. That's really irritating; and answers like the one below that "you could have" avoided the problem by doing something that would have been completely unnecessary in Steve Jobs' time compound the annoyance.

We have been a large iPhone family for years. And, like you suggest, the Apple iPhone 7 I just (unfortunately) bought for another family member will be the last.

最後更新：2017-08-29 21:06:38

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