How JustAnswer Works:
  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site. Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.
Ask Mike Your Own Question
Mike, Mac Medic
Category: Mac
Satisfied Customers: 8527
Experience:  Over 20 years IT experience with Apple computers in publishing, marketing and design.
Type Your Mac Question Here...
Mike is online now
A new question is answered every 9 seconds

I have a new iPhone 6plus and I need to recover my passcode.

Customer Question

I have a new iPhone 6plus and I need to recover my passcode.
JA: What OS X (Operating System, e.g. Sierra, El Capitan, Yosemite, etc.) or iOS are you runninng?
Customer: ios 9.5? i'm not sure.
JA: Have you installed any updates recently?
Customer: no because the update pending includes transit system in Japan. I don't need that.
JA: What troubleshooting have you tried?
Customer: nothing. I have tried several passcodes but now even my touch id does not work.
JA: Anything else you want the Mac expert to know before I connect you?
Customer: nothing for now.
Submitted: 11 months ago.
Category: Mac
Expert:  Russell H. replied 11 months ago.

Hi, thank you for contacting My name is Russell. I will do my best to provide the right answer to your question.

Does the iPhone still prompt for a written/typed/"verbal" password? or will it only prompt for a touch ID for now?

Customer: replied 11 months ago.
it is asking for typed passcode and the touch id does not work after 4 attempts to type a passcode.
Expert:  Russell H. replied 11 months ago.


You can get your iPhone back... but, it may require a force-erasure and then reloading data from a computer ?

Would you be willing to try that method?

Customer: replied 11 months ago.
Can you just disable the passcode so I can use my phone. I am due at the hospital and I am running out of time.
Customer: replied 11 months ago.
Maybe it is better for me to go back to the store. I just got this phone the other day.
Expert:  Russell H. replied 11 months ago.

That cannot be done.

Please feel free to resume this case later, at any time, at: