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Josh
Josh, Mac Support
Category: Mac
Satisfied Customers: 19946
Experience:  5 years as Network Admin, 10+ years of IT support
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Granddaughter gave me her ipad and does not remember the

Customer Question

Granddaughter gave me her ipad and does not remember the pass code and I am unable to use it, what do I do?
JA: What OS X (Operating System, e.g. Sierra, El Capitan, Yosemite, etc.) or iOS are you running?
Customer: I don't know, how do I find it and are we talking about my MacBook Air? (I'm 77 so bear with me!)
JA: Have you installed any updates recently?
Customer: Yes but if I went to the apple to see what it said I would lose you.
JA: What troubleshooting have you tried?
Customer: None
JA: Anything else you want the Mac expert to know before I connect you?
Customer: No
Submitted: 4 months ago.
Category: Mac
Expert:  Josh replied 4 months ago.

Hi! My name is ***** ***** I will be assisting you. Let's get started!

Expert:  Josh replied 4 months ago.

The only way to bypass the lock screen is to perform a factory reset on the iPad..

From a computer, go to icloud.com/find

If prompted, sign in with your Apple ID

Click All Devices at the top of your browser window.

Select the device you want to erase.

Click Erase [device] to erase your device and its passcode.

Now you can restore from backup

Customer: replied 4 months ago.
This device is not on my computer (ipad). It was on my daughter's.
Expert:  Josh replied 4 months ago.

The only way to bypass the lock screen is to perform a factory reset on the iPad..

From a computer, go to icloud.com/find

If prompted, sign in with your Apple ID

Click All Devices at the top of your browser window.

Select the device you want to erase.

Click Erase [device] to erase your device and its passcode.

Now you can restore from backup

Customer: replied 4 months ago.
This is getting nuts....Sorry this isn't helpful, I'm done.
Expert:  Josh replied 4 months ago.

I am not sure what you mean -- I have provided you with the exact steps from Apple to fix the issue.

Expert:  Josh replied 3 months ago.

Hi,

It has been a while since we spoke last but it appears the issue has not been resolved.

Do you still need help with your issue? If the issue has been resolved or you do not need anymore help, please take a minute to rate our session as 5 stars and press Submit otherwise, please reply back to me here so that I can continue to help you.