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Vinod Menon
Vinod Menon, Support Specialist
Category: Mac
Satisfied Customers: 2840
Experience:  worked as a Tech support Associate for Apple products
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My mother's iPad wont let her connect to App Store. Seems to

Customer Question

My mother's iPad wont let her connect to App Store. Seems to not recognize her password
Submitted: 1 year ago.
Category: Mac
Expert:  Vinod Menon replied 1 year ago.
Hi
I am Vinod. I will try my best to help you resolve this issue.
So did you mean the password ***** ***** accepted? Is the internet working on the iPad? For example, if you go to safari and access any website, are you able to access?
Thank you
Vinod
Customer: replied 1 year ago.
Yes, it is connected to the Internet
Customer: replied 1 year ago.
but cant connect to App Store AND when I had her go to Settings -> Apple ID -> Logout, it would not log her back in even though she had the correct password
Customer: replied 1 year ago.
I found a site that suggested she logout and log back in to fix the connection to the App Store
Customer: replied 1 year ago.
but now it wont let her log back in using her Apple ID and Password
Expert:  Vinod Menon replied 1 year ago.
Thank you.
Have you tried resetting the password ***** that Apple ID?
If not, let's go to the following website
http://iforgot.apple.com
Enter your Apple ID there and try to reset the password.
Let me know whether that resolves your issue.
Customer: replied 1 year ago.
I'll try that
Expert:  Vinod Menon replied 1 year ago.
Sure. Let me know if you find any difficulty.
Customer: replied 1 year ago.
The site recognizes both the Apple ID and the password. Why would the iPad not recognize the same info??
Customer: replied 1 year ago.
I cant see how it makes sense to change the password ***** Apple recognizes the account
Customer: replied 1 year ago.
here is the screen
Customer: replied 1 year ago.
Apple recognizes the ID and password *****
Customer: replied 1 year ago.
Are you there?
Customer: replied 1 year ago.
?????
Expert:  Vinod Menon replied 1 year ago.
Thank you for the screenshot.
Let's try a simple reset on the iPad. Press and hold the power button and the home button together until you see an apple logo. Now try to login.
Customer: replied 1 year ago.
I dont have the iPad in front of me. But we have already tried that...
Customer: replied 1 year ago.
My Mom is in another state. I was helping her over the phone
Expert:  Vinod Menon replied 1 year ago.
Okay. If you have already tried a reset, the next step I would try is a reset of all settings
Go to settings - general - reset - reset all settings
Make sure she is connected to wifi or cellular network as this would require her to reconfigure the settings.
Customer: replied 1 year ago.
what will be lost if she resets settings?
Customer: replied 1 year ago.
I need to know if anything will be lost...what settings get reset?
Customer: replied 1 year ago.
are any of the apps affected? Email? etc?
Customer: replied 1 year ago.
what settings need to be reconfigured afterwards?
Expert:  Vinod Menon replied 1 year ago.
All the settings will be back to default. Such as wifi passwords, settings configured for each app etc.
But none of the contents will be disturbed.
Expert:  Vinod Menon replied 1 year ago.
Settings would be configured by itself. She could be asked for a wifi password ***** she is connected to wifi.
Customer: replied 1 year ago.
ok, we may try that...how long can I continue this support communication with you? Can we continue on Monday? I need to talk to her and walk her through resetting - which I will have to do over the weekend.
Expert:  Vinod Menon replied 1 year ago.
This communication is open until your issue is resolved. No need to worry about that.
Let me know if that method does not resolve the issue.
Customer: replied 1 year ago.
I just come back to this same page? Will the page stay connected over the weekend?
Customer: replied 1 year ago.
By the way - I did not chose any of the monthly subscriptions. I just want this one question answered. My credit card will only be charged once, correct?
Expert:  Vinod Menon replied 1 year ago.
Yes, it will be open.
Just bookmark this webpage and reply any time. If you are having difficulty, just go to
Www.justanswer.com
Sign in and click on "my questions" link to the top right. You will find this question there too.
And correct, if you have not chosen any subscriptions, you card will be charged only once.
Customer: replied 1 year ago.
OK, thank you. Have a good weekend
Expert:  Vinod Menon replied 1 year ago.
You too :)
Customer: replied 1 year ago.
Hello,I ended up getting this straightened out this weekend without having to reset the settings. We rebooted the iPad and it took her credentials. We were then able to get to the App Store - which was the problem in the first place. So, we are good to go. Thanks for your help...Cathy
Customer: replied 1 year ago.
You can close this ticket.
Expert:  Vinod Menon replied 1 year ago.
Great to know that your issue is resolved.
Have a great day!
Thank you
Vinod
Customer: replied 1 year ago.
Why did I get another email about this issue today? Can you close the ticket so the system stops contacting me, please...
Expert:  Vinod Menon replied 1 year ago.
Those are automated messages since you have rated the answer. Please ignore them.
I cannot close the question as I don't have those access. I think you may be having an option to close.