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Iwantewd to change my password and got confused with the…

Iwantewd to change my...

Iwantewd to change my password ***** got confused with the changing number and now the phone says it is disabled

Technician's Assistant: When did you last change your password ***** Apple ID?

Just tried to change it a moment ago but decided to get out of it and just leave the old number

Technician's Assistant: Did you try resetting through Apple's online account reset tool?

What is that no

Technician's Assistant: The Mac Technician will be able to walk you through that. Anything else you want the Mac Expert to know before I connect you?

No thank you unless you can make me younger and more knowledgeable?????

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Answered in 2 minutes by:
3/20/2018
John Lohr
John Lohr, Computer Hardware Engineer
Category: Computer
Satisfied Customers: 611
Verified

Hello and thank you for choosing JustAnswer. My name is ***** ***** I will be happy to help you.

Does it say on the lock screen that your phone is disabled?

John Lohr
John Lohr, Computer Hardware Engineer
Category: Computer
Satisfied Customers: 611
Verified
John Lohr and 87 other Computer Specialists are ready to help you
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Customer reply replied 1 month ago
my phone number is(###) ###-####

What type of computer do you have? Windows or Mac?

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Customer reply replied 1 month ago
windows, you are sending info to my friend phone whose number is(###) ###-#### it is telling me to go to go to a site, is that necesary now that we are chatting and you are going to fix this

I will need access to your windows computer to help solve this. Are you able to open this chat on it?

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Customer reply replied 1 month ago
I am on the computer now chatting with you
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I am connected

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We need to use your computer to remove the disabled status from your phone. Do you have the phone and it's charger with you?

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Customer reply replied 1 month ago
I have the p[hone in front of me and the charger here

Please connect your phone to your computer and let me know when that is done

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We are going to need to perform a factory reset to solve this

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Customer reply replied 1 month ago
I do not know how to do this

On the end of the charger that normally plugs into the wall, you should see a USB end that we can use to connect to the computer and then connect the other end to your phone

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Please download and run this file again, something happened in that session where I lost control:

http://www.justanswer.com/remotedesktop/join.aspx?Session=a137fef1-6a45-48a4-90ad-9abece058e9e

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Still with me?

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Customer reply replied 1 month ago
what is happening?????? the phone still says disabled are you on the computer
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Customer reply replied 1 month ago
just let me know what to do next....do I have to download again?

Yes, you will need to download again

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Customer reply replied 1 month ago
ok, do I go the site in your above note
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Customer reply replied 1 month ago
ok I will click on this right now

Okay, please let me know when you have downloaded and ran it

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Customer reply replied 1 month ago
i clicked the link, do I open it so you can get in

Yes please

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Customer reply replied 1 month ago
ok i opened it and said yes for remote

Please enter your AppleID password ***** the window that was open

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Is your iPhone your only other Apple device?

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Customer reply replied 1 month ago
I have an ipod from 2006

Are you certain that you do not remember your AppleID password?

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Customer reply replied 1 month ago
i have the password, i typed it in the space on the screen before

Great, now we need to wait for the restore to compete

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Customer reply replied 1 month ago
ok, how does that happen

In the iTunes Window, you can see a progress bar at the top. One will also appear on your phone. Once those bars are done, then you will need to run through your iPhone's setup once again. It is very important that you leave your phone connected to the computer until you see the setup/welcome screen on your phone

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Customer reply replied 1 month ago
I am not touching anything HA what do you mean the set up ...I don't remember doing this at all

Whenever you first purchased the phone, it had a setup process. It basically asks you for your language, to set up a passcode, to connect to WiFi, etc... I will be here if you have any questions

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Customer reply replied 1 month ago
great....on the itunes screen it says something about not being restored because it can't find the phone...what does that mean? right now the phone is disabled still right?
Customer reply replied 1 month ago
are we still together

Yes, is it still running?

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Customer reply replied 1 month ago
the screen came back on with the apple and the bar underneath, one bar completed and another popped up and is now about half way

You will need to enter your AppleID and password *****

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Customer reply replied 1 month ago
where is that screen it went away

On the phone please select your language

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Customer reply replied 1 month ago
I selected the language, it then asked for country i put US and now there is a screen for quick start or asking to set up manually

You can select quick start

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Customer reply replied 1 month ago
ok...it is just a picture apparently when I hit it nothing happens....so I hit the manually words, now the screen is asking about a wifi network

Please select your WiFi network and enter the password

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Customer reply replied 1 month ago
done, then hit next, ok have completed the touch and password ***** and now has me o the screen for apps and data

Meaning you are now at the home screen?

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Customer reply replied 1 month ago
it has restore from icloud backup, restore from itunes backup

Go ahead and select the iCloud option

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Customer reply replied 1 month ago
got it,asking for the apple id and password typed that in and it is saying will take a few minutes
Customer reply replied 1 month ago
ok that finished and now showing latest back March 10

Go ahead and select that option

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Customer reply replied 1 month ago
got it, screen now says restore from icloud and a bar of progress...something came on the screen you worked on about a new phone then disappeared

What screen is now on the phone?

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Customer reply replied 1 month ago
the screen is settings
Customer reply replied 1 month ago
says update apple id settings and underneath it has finish setting up your iphone

That is great, are you now on the home screen?

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Customer reply replied 1 month ago
it says settings at the top , then under update apple id settings it has a red 1 by the arrow and also by the finish setting phone up a red 1 by the arrow

If you press the home button are you taken to the home screen with all of your apps?

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Great! You are now all good to go then!

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Customer reply replied 1 month ago
everything is working very well...my gosh you were so patient and wonderful to me

You're very welcome, I'm happy I could help!

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Customer reply replied 1 month ago
how does this work now money wise???

You have already paid what was due

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Customer reply replied 1 month ago
Thank you again...does this just get billed to my card

Yes, the card that you entered when you signed up

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Customer reply replied 1 month ago
thank you....does the remote access download stay on m computer now for any future reference

No, it will remove itself as soon as I terminate the session

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Customer reply replied 1 month ago
oh ok
Anything else I can assist you with today?
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Customer reply replied 1 month ago
no everything seems to be working fine, thank you again
You're welcome, have a great day!
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Customer reply replied 1 month ago
you as well
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John Lohr
John Lohr, Computer Hardware Engineer
Category: Computer
Satisfied Customers: 611
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Disclaimer: Information in questions, answers, and other posts on this site ("Posts") comes from individual users, not JustAnswer; JustAnswer is not responsible for Posts. Posts are for general information, are not intended to substitute for informed professional advice (medical, legal, veterinary, financial, etc.), or to establish a professional-client relationship. The site and services are provided "as is" with no warranty or representations by JustAnswer regarding the qualifications of Experts. To see what credentials have been verified by a third-party service, please click on the "Verified" symbol in some Experts' profiles. JustAnswer is not intended or designed for EMERGENCY questions which should be directed immediately by telephone or in-person to qualified professionals.

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