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Josh, Support Specialist
Category: Computer
Satisfied Customers: 15576
Experience:  5 years as Network Admin, 10+ years of IT support
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My phone has unexpectedly locked me out. I have thumb print

Customer Question

My phone has unexpectedly locked me out. I have thumb print ID but it is asking for my password ***** I cannot remember it. My phone number is(###) ###-#### ***** is critical.
Submitted: 4 months ago.
Category: Computer
Expert:  Josh replied 4 months ago.


The only way to bypass the passcode screen is to erase your iPhone then restore it using a backup.

To erase the iPhone:

  1. From another device, go to
  2. If prompted, sign in with your Apple ID.
  3. Click All Devices at the top of your browser window.
  4. Select the device you want to erase.
  5. Click Erase [device] to erase your device and its passcode.
  6. After the restart, select the option to Restore from a backup and pick the option that you use for backups (iCloud or iTunes)
Expert:  Josh replied 4 months ago.

I have not heard back from you in a while -- If the issue is resolved, please rate our session as EXCELLENT, GOOD, or OK and press Submit so I am credited with helping you otherwise please reply back so we can continue with the issue.