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Mike
Mike, Mac Medic
Category: Mac
Satisfied Customers: 8286
Experience:  Over 20 years IT experience with Apple computers in publishing, marketing and design.
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Customer Question

I had an apple ID on my laptop to access iTunes and to get apps for my iPad & iPod. This has worked fine for years and now will not accept my Apple ID or password. It no longer likes my date of birth and nor does it get the E-mail reminder to my E-mail account. However it continues to show the former ID whenever I open iTunes and asks for my password. These were set up before the cloud and my @me.com address is still active as my version 10.5.8 is not Lion. Any thoughts. How I can keep going or what I need to do to restore? XXXX XXXXX

Submitted: 4 years ago.
Category: Mac
Expert:  Michelle replied 4 years ago.

Appleologist :

Hi, and welcome to Just Answers! I am excited to get started with you.

Appleologist :

Are you infront of a computer now?

JACUSTOMER-dneaz04p- :

yes

Appleologist :

Are you also near your iPad?

JACUSTOMER-dneaz04p- :

yes

Appleologist :

Will your iPad allow you to log into your iTunes account?

JACUSTOMER-dneaz04p- :

no

Appleologist :

Are any of your devices new? I only ask because some times itunes will lock you out until you confirm your identity.

JACUSTOMER-dneaz04p- :

no - all three devices have previously worked well.

JACUSTOMER-dneaz04p- :

But is there a way to discover if I have been locked out for some reason?

Appleologist :

Yes, you can log onto


https://appleid.apple.com


1. type in your appleID and pasword

JACUSTOMER-dneaz04p- :

It comes up with a message 'Your AppleID or password XXXXX entered incorrectly.'

Appleologist :

ok, you will need to reset it. Can you go ahead and select forgot password

JACUSTOMER-dneaz04p- :

Selected and it responds asking about my DoB or offers to send an E-mail to me. However it does not recognise my DoB and I do not get the E-mail

JACUSTOMER-dneaz04p- :

I then created a new AppleID, but I cannot get this to be recognised against my account.

Appleologist :

So yes choose email

Appleologist :

wait, you just created a new apple iD?

JACUSTOMER-dneaz04p- :

Not just, but an additional ID. But this is not recognised.

Appleologist :

I am a little confused :)


1. Did you receive an email to reset your password XXXXX?


2. Now the NEW apple id is not letting you in either?

JACUSTOMER-dneaz04p- :

I did not get any E-mail from the request to reset (if one was sent it did not go to me).


Also it does not recognise 'mglapple' as a current id - and it always has until recently.


The new iD that I created was successfully created, but does not work now.

Appleologist :

Ok, lets focus on your new apple ID for now.


1. Using the same site https://appleid.apple.com


2. Log in with your NEW apple ID


 


We need to see if this is active. Usually you will need to go through some verification

Appleologist :

Manage apple ID

JACUSTOMER-dneaz04p- :

See my last reply where I say that I have already done this and the answer is a lemon - it does not recognise it.

Appleologist :

Ok, it looks like you may have been locked out. It usually happens when the same email address is linked to different accounts. Did you create a new apple id today?

JACUSTOMER-dneaz04p- :

no

Appleologist :

Do you have another email address that you can use. We will need to start off fresh

Appleologist :

Are you still with me?

JACUSTOMER-dneaz04p- :

Not sure that I do have a different E-mail.


Was seeing if I could add one to my main account.

Appleologist :

So you have a main itunes account that you could log into? Or are you referring to a main email account?

JACUSTOMER-dneaz04p- :

Main E-mail account ..... but


 


Have been trying to look at Settings and see if I can change the default id.


It asks whether to 'use existing id' which is the one that apple seem to have locked out


or to 'create a new one - rather than change to one that has been created.

Appleologist :

Are you describing the page at


https://appleid.apple.com

Appleologist :

It sounds like you were able to log in

JACUSTOMER-dneaz04p- :

No, on the iPad.


And this is not required to log in - that is the next ztep

JACUSTOMER-dneaz04p- :

It recognises one account but will not allow me to log in under the default account - and I cannot switch between them.

Appleologist :

Yes, you can only use one account at a time on a device.


The account that it DOES recognize, can you use it to log onto


https://appleid.apple.com ?

JACUSTOMER-dneaz04p- :

no - and thus we are back to the beginning.


Any more thoughts or should we quit without success for now?


Do you know if it is possible to speak to a person at iTunes?

Appleologist :

You have 2 options:


Option #1:


1.Create a new gmail account


2. Use the new gmail account we create to create a new apple id without linking your old accounts


3. Log into all your devices with that new apple ID


 


Option #2


iTunes does not have a contact number, you will have to submit a claim. Once they look into it, they may be able to look into you account and reverse it.

Appleologist :

If you are going with option 2, would you like the link for itunes?

Appleologist :

Are you there?

JACUSTOMER-dneaz04p- :

I do not doubt your enthusiasm, but we are not getting closer to a solution and you seem not to understand my answers and what I have already tried.

Appleologist :

I totally understand. Lets go ahead and issue you a refund. Hang tight while I get you iTunes information

Appleologist :

This is the phone number 1-800-676-2775 (customer service, not itunes)


And this is the link. http://store.apple.com/us/help/your_account

JACUSTOMER-dneaz04p- :

Will try a UK version of above (Have already tried a couple of times) and may book yet another meeting with a Geniius Session - but sadly no closer to a solution today I am afraid.

Appleologist :

Its ok. Have a great Labor day weekend :)