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James K.
James K., Consultant
Category: Email
Satisfied Customers: 1585
Experience:  Technical Director of IT Company
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I was asked to update my iphone. When I did it wanted a

Customer Question

I was asked to update my iphone. When I did it wanted a password. can't remember it. Now I am shut out of my phone completely. Can you help? I am elderly and not too up to date on technology.
Submitted: 4 months ago.
Category: Email
Expert:  Viet - Email Tech replied 4 months ago.

Hi,

I'm sorry about the issue. Is your iPhone asking for the Passcode or the Apple ID password?

Please reply at the box below. Thank you,

Expert:  Viet - Email Tech replied 4 months ago.

Please type at the box below, then click on the Send button below to communicate with me, so I can help. Thank you,

Customer: replied 4 months ago.
It says enter passcode and it is a phone pad.???
Customer: replied 4 months ago.
What do they mean they don't have my latest credit card information. I sent it to them.
Expert:  Viet - Email Tech replied 4 months ago.

Sorry, do you also have a windows xp, vista, or 7 or 8 or 10 computer, or a mac computer?

Please reply at the box below. Thank you,

Customer: replied 4 months ago.
I have a Dell computer.
Expert:  Viet - Email Tech replied 4 months ago.

Thank you. Do you know if your Dell computer has windows xp, or windows vista, or windows 7 or 8 or 10?

Can I connect remotely to your computer, so I can fix your iPhone directly through your computer for you?

Please reply at the box below. Thank you,

Customer: replied 4 months ago.
I think it is windows 7
Customer: replied 4 months ago.
please. Anything you can do.
Expert:  Viet - Email Tech replied 4 months ago.

Thank you. On your computer, then please click on the website below in order to connect with me remotely, then I can help you directly:

http://www.justanswer.com/remotedesktop/join.aspx?Session=e7a1b6d7-6a3f-452c-83ed-6891a8a30636
, then allow the Elsinore.ScreenConnect program to download/run/open when prompted at the bottom.
Please type at the box below, then click on the Send button below to communicate with me. Thank you,

Expert:  Viet - Email Tech replied 4 months ago.

Connected, working on issue. Thank you,

Expert:  Viet - Email Tech replied 4 months ago.

I'm sorry. I'm out of ideas, so let me open the issue to other experts. Please do not wait; you will get an email when there is a response from another experts. Thank you,

Expert:  IT Miro replied 4 months ago.

Hello! My name is*****
I am a certified computer professional who will assist you.

It looks like the previous Expert is not available any more. I can continue assisting you.
Please tell me if the issue for your iPhone is still there?

I am awaiting your reply.

Thanks,
IT Miro

Customer: replied 4 months ago.
I am sorry I haven't gotten back to you. I am Ill ad will have to get back to you in a few days.
Expert:  IT Miro replied 4 months ago.

Hello!

That's fine, don't worry. When you get better, send me a new message here and we will continue.

Regards,

IT Miro