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I have an iphone 6s and overnight something happened with my…

Customer Question
Hi there, i have...

Hi there, i have an iphone 6s and overnight something happened with my phone where all login details and passwords were wiped from my phone!

Technician's Assistant: What Operating System (OS) are you running on your iPhone 6s?

I think version 10.2

Technician's Assistant: When did you purchase your iPhone 6s? What troubleshooting have you tried?

I purchased my phone about two years ago. no troubleshooting so far as i really don't know what to do has even removed all my app login details

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

No thats all

Submitted: 10 months ago.Category: Mac
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Answered in 3 minutes by:
10/2/2017
Mac Support Specialist: Justin Johnson, Mac Genius replied 10 months ago
Justin Johnson
Justin Johnson, Mac Genius
Category: Mac
Satisfied Customers: 2,712
Experience: Training and Development at Scientifically Speaking
Verified

Hi! I am Justin. Let me take a chance to look over your question. If you have any additional details please type it in and hit the reply to expert button.

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Mac Support Specialist: Justin Johnson, Mac Genius replied 10 months ago

That sounds like a real problem. Do you remember your Apple ID and Password?

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Customer reply replied 10 months ago
i have my apple id and password. yes.
Mac Support Specialist: Justin Johnson, Mac Genius replied 10 months ago

Go to icloud.com and try to sign in. Let me know if you are able to get in.

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Customer reply replied 10 months ago
it's asking to "setup" icloud on this device?
Mac Support Specialist: Justin Johnson, Mac Genius replied 10 months ago

You need to do it on a computer. Can you do that?

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Customer reply replied 10 months ago
i'll give it a go, now
Customer reply replied 10 months ago
ok, i'm logged in to icloud
Mac Support Specialist: Justin Johnson, Mac Genius replied 10 months ago

Can you see your contacts or photos?

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Customer reply replied 10 months ago
i can see contacts but no photos
Customer reply replied 10 months ago
i've just checked and my keychain is turned off? this may be a problem i think?
Mac Support Specialist: Justin Johnson, Mac Genius replied 10 months ago

That is just passwords.

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Mac Support Specialist: Justin Johnson, Mac Genius replied 10 months ago

What else is turned off?

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Customer reply replied 10 months ago
home. and nothing else
Customer reply replied 10 months ago
i've checkd my backup and last backup was done on 26 september
Mac Support Specialist: Justin Johnson, Mac Genius replied 10 months ago

You could try restoring from that backup. I can walk you through how.

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Customer reply replied 10 months ago
ok, i'll give it a go
Customer reply replied 10 months ago
is it simply just running back up bow from the last backup?
Mac Support Specialist: Justin Johnson, Mac Genius replied 10 months ago

On your phone go to Settings -> General -> Scroll to the bottom Click Reset -> Click Erase All Content and Settings

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Customer reply replied 10 months ago
its saying that "this will delete all media, data, and reset all settings. is that correct?
Mac Support Specialist: Justin Johnson, Mac Genius replied 10 months ago

Yes. Then you will restore from that backup.

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