How JustAnswer Works:

  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.

Ask David Your Own Question

David
David, Mac Support Specialist
Category: Mac
Satisfied Customers: 1251
Experience:  BSc, H.Dip, Apple Certified
Type Your Mac Question Here...
David is online now
A new question is answered every 9 seconds

I am unable to reset my Apple Id password XXXXX i have forgotten

Customer Question

I am unable to reset my Apple Id password XXXXX i have forgotten it. I have been unable to downlod any Apps on mi Iphone4 since last Auust. I have trien innumerable times on line to no avail. I have been to the Apple store, where after an hour of the tech not being able to figure it out he folowed someones advice to do it through ITunes. I spoke to their support staff from the Apple store and wa told I was being sent an email with a link that would solve the problem. The e-mail took 2 days to get to me and ans the link was already espired!!!mAgain I was unable to solve this problem, which imits my uuse f my phone tremendously.
PLEAE HELP ME TO RESET THE PASSWORD XXXXX IF THAT IS NOT POSSIBLE WE NEED TO ERASE THE ORIINAL AND STAART FROM SCRATCH. i HAB BEEN TOLD THAT YOU CAN DO THAT WITHOUT ANY DIFFICULTY! IF THA IS SO, WHY AM I GETTIN THIS RUNAROUND?????
Submitted: 1 year ago.
Category: Mac
Expert:  David replied 1 year ago.
Hi, my name is XXXXX XXXXX X will do whatever I possibly can to help answer your questions.

If you want to start from scratch you can, but you will lose access to your purchased and downloaded apps too.

You will need to download and pay for any apps that are lost by starting a new Apple ID.

Do you want to do this?

Sincerely,
David.
Customer: replied 1 year ago.


YES, IT DOESN'T SEEM THAT I CAN FIX THIS ANY OTHER WAY! aT THIS TIME I ONLY HAVE 3 APPS ANYWAY


WILL I LOOSE ANYTHING ELSE LIKE MY CONTACTS, PHOTOS ETC?

Expert:  David replied 1 year ago.
Hi,

No, you wont lose those as long as you have them synced with your computer. This you should do first. Connect your iPhone and sync it in iTunes.

Let me know when that is done and I can advise you on resetting it.

Sincerely,
David.
Customer: replied 1 year ago.


DAVID, ARE YOU STILL THERE?

 

Expert:  David replied 1 year ago.
Hi,

Yes, I needed to wait until you had done the sync of your data and I wasn't sure that was what you meant by OK. Sorry about that.

If you have, then let's proceed.

Disconnect your iPhone and power it off. Hold the off button until the red slider appears and slide it across.

Let me know when this is done, sorry for the delay.

Sincerely,
David.
Customer: replied 1 year ago.

WAIT A MINUTE. THE SYNC ISN'T QUITE DONE YET. i HAD TO DOWNLOAD ItUNES FIRST. IT'S ALNMOST DONE

Expert:  David replied 1 year ago.
Hi,

No problem. then let me know if you have the iPhone switched off. Disconnect it before switching it off.

Thanks,
David.
Customer: replied 1 year ago.


ok ready

Expert:  David replied 1 year ago.
Hi,

Now when it is off, connect the iPhone back to the computer with the cable, while holding the Home button.

After a few seconds it will ask if you want to restore an iPhone in Recovery Mode.

Agree with the choice and proceed.

If you don't see a message about Recovery Mode, then try it again.

Turn off iPhone and disconnect it, then hold the Home button and reconnect it, and only let go the Home button when you see the message about Recovery Mode.

When you are asked about Apple ID, click the choice to create a new Apple ID.

Let me know if you encounter any problems.

Yours sincerely,
David.
Expert:  David replied 1 year ago.
HI,

How is that coming along? Did you have any trouble getting back to this question, or with any of the steps?

Thanks,
David.
Customer: replied 1 year ago.


Ilostour cocnnection and stoppedfr a whie. I've tried twice now and get a picture on the phone screen implying that ITunes is not connected then on the computer screen i am asked to restart the expired icloud seession and the ask me for the apple id and password!! It's like going around in circ


les!!!

Expert:  David replied 1 year ago.
Hi,


First disconnect the device from the computer. Then power it off.

Next click on iTunes Store in iTunes, and click Sign Out.

Let me know if you can sign out or if there is a problem signing out.

Then create a new Apple ID. Go here to do that: appleid.apple.com and click on Create Apple ID.

Now try signing into the iTunes Store in iTunes, with the new Apple ID info.

All the time the device should be off, we should get a new APple ID working first.

Please get back to me when that is done, or if there are any problems with it.

Best regards,
David.
Customer: replied 1 year ago.


i CAN'T SIN OUT............I CAN'T SIN IN BCAUE DON'T HAVE A PASSWORD XXX THERE IS NO SIN OUT BUTOON OH, I'M SO SORRY DAVID, THIS IS RIDICULOUS


WHAT CAN I DO NOW?

Expert:  David replied 1 year ago.
Hi,

It's OK.

Click the Store menu at the top in iTunes and click 'Sign Out'.

Then go create a new Apple ID.

Sign in when you have a new ID.

Regards,
David.
Customer: replied 1 year ago.

Not surprisingly, I cannot enter the iTunes Store without the Apple ID password XXXXXXX my Icloud session has expired and it will not eresatrt without the password XXXX I donot hav!


 

Expert:  David replied 1 year ago.
Hi,

Please restart your computer. Then open iTunes and try to sign out.

If it fails again the same way, please give the exact text of the error.

Thanks,
David.

JustAnswer in the News:

 
 
 
Ask-a-doc Web sites: If you've got a quick question, you can try to get an answer from sites that say they have various specialists on hand to give quick answers... Justanswer.com.
JustAnswer.com...has seen a spike since October in legal questions from readers about layoffs, unemployment and severance.
Web sites like justanswer.com/legal
...leave nothing to chance.
Traffic on JustAnswer rose 14 percent...and had nearly 400,000 page views in 30 days...inquiries related to stress, high blood pressure, drinking and heart pain jumped 33 percent.
Tory Johnson, GMA Workplace Contributor, discusses work-from-home jobs, such as JustAnswer in which verified Experts answer people’s questions.
I will tell you that...the things you have to go through to be an Expert are quite rigorous.
 
 
 

What Customers are Saying:

 
 
 
  • Hi John, Thank you for your expertise and, more important, for your kindness because they make me, almost, look forward to my next computer problem. After the next problem comes, I'll be delighted to correspond again with you. I'm told that I excel at programing. But system administration has never been one of my talents. So it's great to have an expert to rely on when the computer decides to stump me. God bless, Bill Bill M. Schenectady, New York
< Last | Next >
  • Hi John, Thank you for your expertise and, more important, for your kindness because they make me, almost, look forward to my next computer problem. After the next problem comes, I'll be delighted to correspond again with you. I'm told that I excel at programing. But system administration has never been one of my talents. So it's great to have an expert to rely on when the computer decides to stump me. God bless, Bill Bill M. Schenectady, New York
  • The Expert answered my Mac question and was patient. He answered in a thorough and timely manner, keeping the response on a level that could understand. Thank you! Frank Canada
  • My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed. One Happy Customer New York
  • Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help. Mary C. Freshfield, Liverpool, UK
  • This expert is wonderful. They truly know what they are talking about, and they actually care about you. They really helped put my nerves at ease. Thank you so much!!!! Alex Los Angeles, CA
  • Thank you for all your help. It is nice to know that this service is here for people like myself, who need answers fast and are not sure who to consult. GP Hesperia, CA
  • I couldn't be more satisfied! This is the site I will always come to when I need a second opinion. Justin Kernersville, NC
 
 
 

Meet The Experts:

 
 
 
  • Mike

    Mac Medic

    Satisfied Customers:

    6256
    Over 20 years IT experience with Apple computers in publishing, marketing and design.
< Last | Next >
  • http://ww2.justanswer.com/uploads/macthelife/2009-10-20_1899_mikesebaharsquare64.jpg Mike's Avatar

    Mike

    Mac Medic

    Satisfied Customers:

    6256
    Over 20 years IT experience with Apple computers in publishing, marketing and design.
  • http://ww2.justanswer.com/uploads/AS/ashiknasameen/2012-5-15_141836_final2.64x64.jpg Ashik's Avatar

    Ashik

    Mac Helper

    Satisfied Customers:

    5282
    7+ Years of Experience in troubleshooting Macs, iPhone, iPad, iPod etc
  • http://ww2.justanswer.com/uploads/DP/dpean/2012-6-6_172828_avatorme1.64x64.JPG Daniel's Avatar

    Daniel

    Mac Genius

    Satisfied Customers:

    4670
    Apple certified on desktop and portable, help desk qualified. Have owned and used Macs since 1989.
  • http://ww2.justanswer.com/uploads/VI/vinodvmenon2005/1.64x64.jpg Vinod Menon's Avatar

    Vinod Menon

    Support Specialist

    Satisfied Customers:

    2068
    worked as a Tech support Associate for Apple products
  • http://ww2.justanswer.com/uploads/BE/beboo/2011-1-14_201648_n5063313142021801763.64x64.jpg Brandon M.'s Avatar

    Brandon M.

    Mac Support Specialist

    Satisfied Customers:

    1501
    10+ Years Mac Support as contractor and currently an IT Manager for law firm
  • http://ww2.justanswer.com/uploads/MA/MacDruid/IMG_0232.64x64.JPG John T. F.'s Avatar

    John T. F.

    Mac Druid

    Satisfied Customers:

    1408
    20+ years in the computer/Mac industry
  • http://ww2.justanswer.com/uploads/MA/MacHelpdesk/1d2d506.64x64.jpg David's Avatar

    David

    Mac Support Specialist

    Satisfied Customers:

    1236
    BSc, H.Dip, Apple Certified