I'm sorry about the issue. Is it asking for the (4-digit) passcode? Or the Apple ID account password? etc.?
Do you mean you cannot open any app icon nor go to settings on the iPhone at all?
Please reply at the box below. Thank you.
Does it show part of an email address for the Apple ID? If yes, does she currently have access to that email address any more? Please reply at the box below. Thank you.
Yes, clearing is easy, but it still requires signing in the Apple ID for re-use. Please answer this: Does it show an email address or part of an email address for the Apple ID? If yes, does she currently have access to that email address or not? Please reply at the box below. Thank you.
What else does it show besides the password *****? Does it ask you type in digits or letters, etc.?
That's okay. Does she currently have access to that email address (on a computer or tablet, etc.) or not? Thank you.
What is that email address? What happens to that email address? Thank you.
Sorry, what about the iPad? Do you mean she currently have access to that email address on the iPad?
What is the email address it is showing on the iphone when you try to reset? Thank you.
Are you still there?
It looks like you are not there. I'm going to provide you some solutions you can try when you are available.
- To erase the phone, please do the following:
Note: The steps must be done correctly; you may have to try a couple of times, or so.
You can also see the video instructions at the website below; it may be easier:
Please let me know. Thank you.
- Click on the Apple website below:
, then there, enter that email address (as shown on the iPhone)
, then click on Continue at the bottom, and follow the instructions there in order to reset the Apple ID account password.
- If STEP 2 above works, then you can skip STEP 1, and enter the password ***** reset.
- If STEP 2 above does not work, then click on the website below:
, then there, click on option Apple ID
, then click on option Forgot Apple ID Password
, then there, you can schedule a call with a phone call with Apple in order to reset the Apple ID account password.
- Click on the website below for what to do before selling the iPhone:
When you are available, please reply back at the box below to continue troubleshooting. Thank you.