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Richard
Richard, Apple Software Engineer
Category: Mac
Satisfied Customers: 33179
Experience:  IT Engineer for over 15 years
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I am completely locked out....yesterday it froze up on me

Customer Question

I am completely locked out....yesterday it froze up on me and said I need to enter my id and password ***** I used when I set it up. Sad thing is I cannot find either one.
JA: When did you last reset your username and password?
Customer: i never did, i don't think......only when i bought it
JA: Have you installed any updates recently?
Customer: the usual ones.....facebook, abode, etc
JA: What troubleshooting have you tried?
Customer: turned it off for several hours then overnight......it says, when i turn it on...."activitation lock'
JA: Anything else you want the Mac expert to know before I connect you?
Customer: no i don't think so
Submitted: 3 months ago.
Category: Mac
Expert:  Richard replied 3 months ago.

Hi there and welcome

If you have forgotten your Apple ID you used, you can retrieve i via the link below

https://iforgot.apple.com/appleid#!&section=appleid

Once done, you will likely need to reset your password ***** this you can do via my link below

https://iforgot.apple.com/password/verify/appleid

Use the link to reset your password ***** once done use this new password
Once done, you can use these details to sign in on your device

I can also do these steps for you, and have made a request via Additional Services. This is optional, and if you choose to do this, I can, with your permission, remote into your computer while you watch and do all these steps (and deal with any problems that arise during them) for you. Or if you do not choose to take this service, we can continue here. This is no problem at all. Just let me know please.

Else let me know the results please.

Customer: replied 3 months ago.
i will try to retrieve it on the i forgot, link above
Expert:  Richard replied 3 months ago.

Ok, let me know please how you go

Customer: replied 3 months ago.
i tried to retrieve the id and password, they say none found. now when i bought the ipad i had a different email address, ...does that matter?
Customer: replied 3 months ago.
are you still with me?? i guess ill just have to do the 39.00 offer.
Expert:  Richard replied 3 months ago.

I am still with you.

It will be the different email address you had before, please can you use that one.

Customer: replied 3 months ago.
okay, ill try it
Expert:  Richard replied 3 months ago.

thank you

Customer: replied 3 months ago.
its not working from the address i remembered......
Customer: replied 3 months ago.
found it, will resubmit
Expert:  Richard replied 3 months ago.

thanks

Customer: replied 3 months ago.
it gave me the id, now it wont let me click on the arrow for the password
Expert:  Richard replied 3 months ago.

use the second link I gave please, this one

https://iforgot.apple.com/password/verify/appleid

Customer: replied 3 months ago.
used the 2 part code received and it was 5 numbers not 6.....
Expert:  Richard replied 3 months ago.

sorry I do not understand your reply. What are you asking from me?

Customer: replied 3 months ago.
waiting for a 6 digit Authentication Code
Customer: replied 3 months ago.
is there any way we can speed along....i am sooo sorry its taking so long, but i am working and my boss will be here shortly and i need to get some things done.... thanks soooo much
Expert:  Richard replied 3 months ago.

ok, though I am not actually sending the code.

How is the code being sent to your? On your phone? Email?

Customer: replied 3 months ago.
cell......***-***-****.....the first one i got was only 5 numbers, and there were 6 blocks so it wouldn't let me go any further...
Expert:  Richard replied 3 months ago.

re-do the procedure then please

Customer: replied 3 months ago.
is there a phone number i can call direct when i get home.......i have to get back to work, im using their computer. maybe i can get walked thru this
Expert:  Richard replied 3 months ago.

No sorry, the option is I connect and do this for you.

Customer: replied 3 months ago.
i will redo the procedure now
Expert:  Richard replied 3 months ago.

thanks

Customer: replied 3 months ago.
still waiting for the Authentication Code
Expert:  Richard replied 3 months ago.

ok thanks

Customer: replied 3 months ago.
going to have to sign off.......i will find some phone number on line and call when i get home ........thanks for all your time and effort.
Expert:  Richard replied 3 months ago.

ok but you can return here at any time it just appears there is a delay with the message getting to your phone so you need to give it some time.