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My grandson just locked my phone and my passwords are in my…

Customer Question
My grandson just locked...

My grandson just locked my phone and my passwords are in my contact list that I cannot get into

Technician's Assistant: When did you last reset your username and password?

I don't remember

Technician's Assistant: Have you installed any updates recently?

I think I have in the last month

Technician's Assistant: What troubleshooting have you tried?

Just typing in every password ***** could think of.

Technician's Assistant: Anything else you want the Mac Expert to know before I connect you?

I have a Mac book air, and was hoping I could get to my contact list from there, but it doesn't seem to be the case

Submitted: 8 months ago.Category: Mac
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Answered in 4 minutes by:
9/25/2017
Mac Support Specialist: tyroneboman, Mac Genius replied 8 months ago
tyroneboman
tyroneboman, Mac Genius
Category: Mac
Satisfied Customers: 10,482
Experience: Computer specialist.
Verified

Hi ,

My name is***** am sorry to hear that you are having this issue.

I will be glad to assist you with this.

Is the phone asking for your apple id password ***** username?

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Mac Support Specialist: tyroneboman, Mac Genius replied 8 months ago

okay, do you know your apple id email address?

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Customer reply replied 8 months ago
can you just tell me how to fix the phone ?
Mac Support Specialist: tyroneboman, Mac Genius replied 8 months ago

I can help you recover the apple id password, then you can use that to unlock your phone.

That is the only way to get it working again.

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Customer reply replied 8 months ago
ok,
Mac Support Specialist: tyroneboman, Mac Genius replied 8 months ago

what is your full phone number that ends in 51?

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Customer reply replied 8 months ago
how do you do that? Do you just give it to me?
Mac Support Specialist: tyroneboman, Mac Genius replied 8 months ago

no, we will have to go through the security steps.

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Mac Support Specialist: tyroneboman, Mac Genius replied 8 months ago

what is your full phone number that ends in 51?

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Mac Support Specialist: tyroneboman, Mac Genius replied 8 months ago

can you receive a text on that number?(###) ###-####/p>

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Customer reply replied 8 months ago
it comes to my Mac air
Mac Support Specialist: tyroneboman, Mac Genius replied 8 months ago

okay, let me know the code that you just received please.

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Customer reply replied 8 months ago
I am not getting one. My husband and son have texted me since this happened
Customer reply replied 8 months ago
Not sure why I am not getting yours
Mac Support Specialist: tyroneboman, Mac Genius replied 8 months ago

okay, I tried resending just now.

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Mac Support Specialist: tyroneboman, Mac Genius replied 8 months ago

let me know if you do not receive it and we can try another option.

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Customer reply replied 8 months ago
every time you respond to me, I get another email, but no text
Customer reply replied 8 months ago
still not getting it, is it because you are not one of my contacts?
Mac Support Specialist: tyroneboman, Mac Genius replied 8 months ago

Password ***** Notification Sent

You can now reset your password ***** one of your devices.

A message with instructions has been sent to Judy's iPad(iPad 2) and MacBook Air (MacBook Air 13").

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Customer reply replied 8 months ago
Did you email me instructions?
Customer reply replied 8 months ago
I do not have instructions
Customer reply replied 8 months ago
I do not have a password *****
Mac Support Specialist: tyroneboman, Mac Genius replied 8 months ago

okay, try this next please>

On your Mac

  1. Go to Apple menu > System Preferences, then click iCloud.
  2. Choose Account Details.
  3. If you're asked to enter your Apple ID password, click "Forgot Apple ID or password" and follow the onscreen instructions. You can skip the final steps below.
  4. Click Security > Reset Password. Before you can reset your Apple ID password, you'll be required to enter the password ***** to unlock your Mac.
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Customer reply replied 8 months ago
why are you not responding???
Mac Support Specialist: tyroneboman, Mac Genius replied 8 months ago

try this next please>

On your Mac

  1. Go to Apple menu > System Preferences, then click iCloud.
  2. Choose Account Details.
  3. If you're asked to enter your Apple ID password, click "Forgot Apple ID or password" and follow the onscreen instructions. You can skip the final steps below.
  4. Click Security > Reset Password. Before you can reset your Apple ID password, you'll be required to enter the password ***** to unlock your Mac.
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Customer reply replied 8 months ago
I do not know where apple menu is
Mac Support Specialist: tyroneboman, Mac Genius replied 8 months ago

it is the Apple icon at the top left of your Mac screen?

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Customer reply replied 8 months ago
I don't know the password ***** unlock my Mac, all my passwords are in contacts on my phone. I cannot get past the System preferences wants to make changes screen
Customer reply replied 8 months ago
I just did what you told me to and after I put in the user name and password, the box disappeared and nothing else came up. I was able to remember the password ***** my Mac
Mac Support Specialist: tyroneboman, Mac Genius replied 8 months ago
After System Preferences, then click iCloud.
Choose Account Details.
If you're asked to enter your Apple ID password, click "Forgot Apple ID or password" and follow the onscreen instructions. You can skip the final steps below.
Click Security > Reset Password. Before you can reset your Apple ID password, you'll be required to enter the password ***** to unlock your Mac.
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