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Josh
Josh, Mac Support
Category: Mac
Satisfied Customers: 20155
Experience:  5 years as Network Admin, 10+ years of IT support
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UGH! My son somehow got my phone and changed the password. I

Customer Question

UGH! My son somehow got my phone and changed the password. I cant open my 7 Plus!! What do I do?
JA: When did you last reset your username and password?
Customer: I just got my phone about 2 wks ago.
JA: Have you installed any updates recently?
Customer: I have it on auto backup.
JA: What troubleshooting have you tried?
Customer: You. LOL
JA: Anything else you want the Mac expert to know before I connect you?
Customer: no
Submitted: 2 months ago.
Category: Mac
Expert:  Josh replied 2 months ago.

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

Expert:  Josh replied 2 months ago.

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

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 2 months ago.
Hi Josh!
Customer: replied 2 months ago.
Are you there?
Expert:  Josh replied 2 months ago.
The only way to bypass the lock screen is to perform a factory reset on the iPhone..
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 2 months ago.
Problem is....I can't obtain my two factor code sent from apple
Expert:  Josh replied 2 months ago.

There should be an option around that feature when you are resetting

Customer: replied 2 months ago.
let me check
Customer: replied 2 months ago.
I am trying....how long can I talk to you?
Expert:  Josh replied 2 months ago.

There isn't a set time and it is not a pay per minute service. It is a flat rate so take your time

Customer: replied 2 months ago.
It won't give me an alternative
Customer: replied 2 months ago.
It says get a verification code from other trusted device. I chose that and it just thinks...it won't generate anything.
Expert:  Josh replied 2 months ago.

It should work through that option -- Are you trying the steps on a computer?

Customer: replied 2 months ago.
Expert:  Josh replied 2 months ago.

Close all of the browser windows then reopen and see if it works now

Customer: replied 2 months ago.
OK
Expert:  Josh replied 2 months ago.

Let me know if it works

Customer: replied 2 months ago.
If I close this window I will lose you..
Expert:  Josh replied 2 months ago.

Yes, you can always return back here through Justanswer.com

Expert:  Josh replied 2 months ago.

I am checking back up on you about your issue. If the issue is resolved or you do not need anymore help, please rate our session as 5 stars and press Submit so I am credited with helping you otherwise please reply back so we can continue with the issue.