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Recently I had to update settings on one of my two IPads and…

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Recently I had to...

Recently I had to update settings on one of my two IPads and do a passcode. Now I'm bonkers with trying to get that IPad to open. I keep getting shut out. My second IPad gave me a passcode today so I could make a purchase. I was able to do that on the second IPad. However, I still can't get into the first one mentioned. I thought I had used a thumb print, but it is asking for a code. HELP!

Technician's Assistant: When did you last change your password ***** Apple ID?

I apologize for being overwhelmed by all of of this! When I made the purchase a few minutes ago, I used the a

Technician's Assistant: Did you try resetting through Apple's online account reset tool?

The apple password ***** I've used for years. What I did the other day with the new settings I don't recall. No I didn't reset through the online account reset tool. That's just another confusing experience to navigate.

Technician's Assistant: The Mac Technician will be able to walk you through that. Anything else you want the Mac Expert to know before I connect you?

IPad is telling me to try in 5 minutes. I appreciate the security aspects of this. What I don't understand is why the thumbprint business did not appear. That's why I didn't bother to write info the other day.

Submitted: 7 months ago.Category: Mac
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Customer reply replied 7 months ago
Posted by JustAnswer at customer's request) Hello. I would like to request the following Expert Service(s) from you: Secure Remote Assistance.
Customer reply replied 7 months ago
Let me know if you need more information, or send me the service offer(s) so we can proceed.
Customer reply replied 7 months ago
What the cost? I forgot to ask. Might cost too much for you to access IPad.
Customer reply replied 7 months ago
Just tried another passcode which was used on my VERY OLD IPad. Didn't work. Now I have to wait an hour. These are several hours of my life I won't get back. Now I'm very irritated.
Answered in 3 hours by:
12/5/2017
Mac Support Specialist: Justin Johnson, Mac Genius replied 7 months ago
Justin Johnson
Justin Johnson, Mac Genius
Category: Mac
Satisfied Customers: 2,492
Experience: Training and Development at Scientifically Speaking
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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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Customer reply replied 7 months ago
Hope you can help tonight. If not, I'll visit an Apple store tomorrow hoping they can help. I can't afford any more expense so remote access is off the table.I suspect the problem is simple,but I regret upgrading and doing the thumbprint. Clearly touch ID also requires a passcode and everything I have tried doesn't work.
Mac Support Specialist: Justin Johnson, Mac Genius replied 7 months ago

Sorry for the wait. Today has been crazy busy.

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Customer reply replied 7 months ago
Tell me! At my age I can't afford to waste all this time on a passcode!��
Mac Support Specialist: Justin Johnson, Mac Genius replied 7 months ago

Are you unable to use your iPad at all?

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Customer reply replied 7 months ago
History lesson:
Very old IPad opens and wants me to go to settings. One of the kids put code on years ago. Code is 1,2,3,4.Next is a newer one I will call Silver. Opens just fine. I did nothing with this IPad.Next is another newer one I'll call Gold. This is the one I cannot open and is the one I regret following request to update. ����
Mac Support Specialist: Justin Johnson, Mac Genius replied 7 months ago

Ok. So "Gold" needs to be restore back to factory. Can we erase it?

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Customer reply replied 7 months ago
NO!!!! My grandkids do IMovies. Too important to lose. Surely there"s a way.
Mac Support Specialist: Justin Johnson, Mac Genius replied 7 months ago

The only way is to enter the passcode correctly. Is there anyone who might know what it is?

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Customer reply replied 7 months ago
No. I am the culprit. When I open Gold I can go to settings.One choice under General on the left is Touch ID and passcode. On the right I see "reset". Reset means what?
Mac Support Specialist: Justin Johnson, Mac Genius replied 7 months ago

Reset is a folder with more options. If you can get there you should not need to restore your iPad. What about it are you not able to use?

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Customer reply replied 7 months ago
I get in on Gold. Not Silver. Are they hooked together in some way in Apple world?
Customer reply replied 7 months ago
I see a thumb print on Gold when I open Touch ID and Passcode.
Customer reply replied 7 months ago
Tried a passcode. Now msg is "ipad disabled. Connect to itunes."
Tired and frustrated.
Mac Support Specialist: Justin Johnson, Mac Genius replied 7 months ago

They are hooked through your Apple ID. I presume.

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Customer reply replied 7 months ago
Too tired to continue.
Mac Support Specialist: Justin Johnson, Mac Genius replied 7 months ago

Start again in the morning?

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Customer reply replied 7 months ago
Was supposed to shop tomorrow. Will see if I have time to stop at Apple store. If not I will check back in.
Mac Support Specialist: Justin Johnson, Mac Genius replied 7 months ago

Ok.

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