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Jess M.
Jess M., Computer Support Specialist
Category: Email
Satisfied Customers: 1835
Experience:  Computer Software Support Specialist for more than 10 years
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I was asked to update my iphone. When I did it wanted a

Customer Question

I was asked to update my iphone. When I did it wanted a password. can't remember it. Now I am shut out of my phone completely. Can you help? I am elderly and not too up to date on technology.
Submitted: 10 months ago.
Category: Email
Expert:  Viet - Email Tech replied 10 months ago.

Hi,

I'm sorry about the issue. Is your iPhone asking for the Passcode or the Apple ID password?

Please reply at the box below. Thank you,

Expert:  Viet - Email Tech replied 10 months ago.

Please type at the box below, then click on the Send button below to communicate with me, so I can help. Thank you,

Customer: replied 10 months ago.
It says enter passcode and it is a phone pad.???
Customer: replied 10 months ago.
What do they mean they don't have my latest credit card information. I sent it to them.
Expert:  Viet - Email Tech replied 10 months ago.

Sorry, do you also have a windows xp, vista, or 7 or 8 or 10 computer, or a mac computer?

Please reply at the box below. Thank you,

Customer: replied 10 months ago.
I have a Dell computer.
Expert:  Viet - Email Tech replied 10 months ago.

Thank you. Do you know if your Dell computer has windows xp, or windows vista, or windows 7 or 8 or 10?

Can I connect remotely to your computer, so I can fix your iPhone directly through your computer for you?

Please reply at the box below. Thank you,

Customer: replied 10 months ago.
I think it is windows 7
Customer: replied 10 months ago.
please. Anything you can do.
Expert:  Viet - Email Tech replied 10 months ago.

Thank you. On your computer, then please click on the website below in order to connect with me remotely, then I can help you directly:

http://www.justanswer.com/remotedesktop/join.aspx?Session=e7a1b6d7-6a3f-452c-83ed-6891a8a30636
, then allow the Elsinore.ScreenConnect program to download/run/open when prompted at the bottom.
Please type at the box below, then click on the Send button below to communicate with me. Thank you,

Expert:  Viet - Email Tech replied 10 months ago.

Connected, working on issue. Thank you,

Expert:  Viet - Email Tech replied 10 months ago.

I'm sorry. I'm out of ideas, so let me open the issue to other experts. Please do not wait; you will get an email when there is a response from another experts. Thank you,

Expert:  IT Miro replied 10 months ago.

Hello! My name is*****
I am a certified computer professional who will assist you.

It looks like the previous Expert is not available any more. I can continue assisting you.
Please tell me if the issue for your iPhone is still there?

I am awaiting your reply.

Thanks,
IT Miro

Customer: replied 10 months ago.
I am sorry I haven't gotten back to you. I am Ill ad will have to get back to you in a few days.
Expert:  IT Miro replied 10 months ago.

Hello!

That's fine, don't worry. When you get better, send me a new message here and we will continue.

Regards,

IT Miro