Mac

Ask Mac Questions and Get Answers from Experts ASAP

Ask a Computer Expert,
Get an Answer ASAP!

I had an upgrade on my 5s phone and now I'm locked out

Customer Question
I had an upgrade...

I had an upgrade on my 5s phone and now I'm locked out because I don't know the password. I can unlock it.

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

Please wait a minute

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

I changed my Apple computer and I thought it was the sameI D. It was not (I am 83 years old so I need patience)

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

I actually do not have much time right now but I should be able to get into it. My Grandson gave me this phone and I don't know it.

Submitted: 7 months ago.Category: Mac
Show More
Show Less
Ask Your Own Mac Question
Answered in 2 minutes by:
12/12/2017
Mac Support Specialist: AnswersByEric, Computer Support Specialist replied 7 months ago
AnswersByEric
AnswersByEric, Computer Support Specialist
Category: Mac
Satisfied Customers: 5,186
Experience: Over 10 yrs of electronics support and software development.
Verified

Hi! I'm Eric and I will be the expert assisting you today. I'll do all I can to provide you with excellent, 5-Star service. While I take a moment to read over your question, please read the following:

  • Offers you see for Remote Assistance or Phone Calls are not me recommending them, it is this website. I am more than happy to accept your request for one, but you don't have to.
  • Please keep this browser open. If you close it, open your email to find links back to this question.
  • I will keep helping you until you're satisfied, please ask as many follow up questions as you need by replying below.
Ask Your Own Mac Question
Mac Support Specialist: AnswersByEric, Computer Support Specialist replied 7 months ago

Good morning,

After you read my initial response to you above(please do!), please use my instructions below. Since you are locked out of the phone, the only way back in is to reset the phone back to a brand-new state.

You need to have iTunes installed on a computer to do this, so if you don't have it, click here to get it.

  1. Connect your phone to your computer and open iTunes on your computer.
  2. While your device is connected, force restart it using these instructions:
    • Press and hold both the Home and the Power buttons at the same time. Keep holding them until you see the recovery-mode screen.
  3. When you see the option to Restore or Update pop up in iTunes on your computer, choose Restore.
    iTunes will download software for your device. If it takes more than 15 minutes, your device will exit recovery mode and you'll need to repeat steps 2 and 3.
  4. Wait for the process to finish. Then you can setup and use your device.

My goal today is to provide you with the best service possible! I sincerely ***** ***** have earned a 5 star rating! Please remember to rate my service by selecting the 5 stars at the top of the screen before you leave today. If you need more assistance, please use the reply box and let me know.

Ask Your Own Mac Question
Customer reply replied 7 months ago
I am quitting because this is not what I wanted. I just want to get into my phone.
Mac Support Specialist: AnswersByEric, Computer Support Specialist replied 7 months ago

I understand, but the only way back into your phone is to follow the instructions I posted. When you lock yourself out of the phone, you must reset to use it again.

Ask Your Own Mac Question
Was this answer helpful?

How JustAnswer works

step-image
Describe your issueThe assistant will guide you
step-image
Chat 1:1 with a mac support specialistLicensed Experts are available 24/7
step-image
100% satisfaction guaranteeGet all the answers you need
Ask AnswersByEric Your Own Question
AnswersByEric
AnswersByEric
AnswersByEric, Computer Support Specialist
Category: Mac
Satisfied Customers: 5,186
5,186 Satisfied Customers
Experience: Over 10 yrs of electronics support and software development.

AnswersByEric is online now

A new question is answered every 9 seconds

How JustAnswer works:

  • Ask an ExpertExperts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional AnswerVia email, text message, or notification as you wait on our site. Ask follow up questions if you need to.
  • 100% Satisfaction GuaranteeRate the answer you receive.

JustAnswer in the News:

Ask-a-doc Web sites: If you've got a quick question, you can try to get an answer from sites that say they have various specialists on hand to give quick answers... Justanswer.com.
JustAnswer.com...has seen a spike since October in legal questions from readers about layoffs, unemployment and severance.
Web sites like justanswer.com/legal
...leave nothing to chance.
Traffic on JustAnswer rose 14 percent...and had nearly 400,000 page views in 30 days...inquiries related to stress, high blood pressure, drinking and heart pain jumped 33 percent.
Tory Johnson, GMA Workplace Contributor, discusses work-from-home jobs, such as JustAnswer in which verified Experts answer people’s questions.
I will tell you that...the things you have to go through to be an Expert are quite rigorous.

What Customers are Saying:

Hi John, Thank you for your expertise and, more important, for your kindness because they make me, almost, look forward to my next computer problem. After the next problem comes, I'll be delighted to correspond again with you. I'm told that I excel at programing. But system administration has never been one of my talents. So it's great to have an expert to rely on when the computer decides to stump me. God bless, Bill

Bill M.Schenectady, New York

The Expert answered my Mac question and was patient. He answered in a thorough and timely manner, keeping the response on a level that could understand. Thank you!

FrankCanada

My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed.

One Happy CustomerNew York

Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help.

Mary C.Freshfield, Liverpool, UK

This expert is wonderful. They truly know what they are talking about, and they actually care about you. They really helped put my nerves at ease. Thank you so much!!!!

AlexLos Angeles, CA

Thank you for all your help. It is nice to know that this service is here for people like myself, who need answers fast and are not sure who to consult.

GPHesperia, CA

I couldn't be more satisfied! This is the site I will always come to when I need a second opinion.

JustinKernersville, NC

< Previous | Next >

Meet the Experts:

Mike

Mike

Mac Medic

8,567 satisfied customers

Over 20 years IT experience with Apple computers in publishing, marketing and design.

Daniel

Daniel

Mac Genius

4,711 satisfied customers

Apple certified on desktop and portable, help desk qualified. Have owned and used Macs since 1989.

Vinod Menon

Vinod Menon

Support Specialist

2,495 satisfied customers

worked as a Tech support Associate for Apple products

John T. F.

John T. F.

Apple Consultant

2,386 satisfied customers

20+ years in the computer/Mac industry

David

David

Mac Support Specialist

1,641 satisfied customers

BSc H.Dip Apple Certified Professional

Claws224

Claws224

IEEE Datacommunication Engineer

965 satisfied customers

IEEE, Microsoft

Mac Tech

Mac Tech

Apple Specialist

888 satisfied customers

7 + Years Supporting Apple Products

< Previous | Next >

Related Mac Questions
Is my phone locked? How do I find out? I want to change sim
Is my phone locked? How do I find out? I want to change sim card … read more
Harry
Harry
2,052 satisfied customers
I have a Apple iPhone 5s I don't use anymore because I got
I have a Apple iPhone 5s I don't use anymore because I got new Apple iPhone and I had the change the number and email and password. I have given the iPhone 5s to someone else and it's leaked to my iCl… read more
Jon
Jon
Bachelors Degree
710 satisfied customers
I have iPhone X my grandson playing with my phone trying to
I have iPhone X my grandson playing with my phone trying to unlock my phone (5 years old) has put me 3 times in 15 minuets in time out now I cannot unlock my phone now I'm refrin … read more
Vinod Menon
Vinod Menon
Support Specialist
Master's Degree
2,495 satisfied customers
Need help with passwords and anything that was needed during
Need help with passwords and anything that was needed during the set up with phone as my company set up for me … read more
Justin Johnson
Justin Johnson
Founder
2,254 satisfied customers
I'm trying to set up my new iPad mini and thought I was all
I'm trying to set up my new iPad mini and thought I was all set. However, I can't sign in now because I apparently am using the wrong “passcode”. I've been locked out for 1 minute! 5 minutes, and now … read more
Justin Johnson
Justin Johnson
Founder
2,254 satisfied customers
I forgot my password. I have only had one set to the email
I have only had one set to the email but no longer use it for last 4 years … read more
Jon
Jon
Bachelors Degree
710 satisfied customers
I visited a Telstra store in Watergardens, Vic on Friday to
I visited a Telstra store in Watergardens, Vic on Friday to get my Apple 4s unlocked as I have recently upgraded and want to give my old phone to my grandchild. They sent an email to Apple and I was t… read more
Justin Johnson
Justin Johnson
Founder
2,254 satisfied customers
Ashik, What do you think of the iPhone 10? Pros and cons? I
Good Morning, Ashik,What do you think of the iPhone 10? Pros and cons? I guess one of the pro's is the camera. What else is amazing to merit the rich price tag? Being new, is it going to be problemati… read more
Ashik
Ashik
Master\u0027s Degree
5,101 satisfied customers
I have an iPhone 5s. It was purchased through Boost Mobile
I have an iPhone 5s. It was purchased through Boost Mobile but never used. I'm trying to put a Uganda SIM card in, but it says the network is locked. How do I unlock it? … read more
Martin
Martin
Network Engineering Diploma
145 satisfied customers
I just got an Apple 5s on the 6 number securety code it has
I just got an Apple 5s on the 6 number securety code it has locked me out it tells me iPhone is disabled connect to iTunes I have on my old phone and I'm not sure what to do to get my new iPhone unloc… read more
Justin Johnson
Justin Johnson
Founder
2,254 satisfied customers
My grandson forgot his passcode now the phone is disabled it
my grandson forgot his passcode now the phone is disabled it is through sprint … read more
Richard
Richard
IT Manager
IT Manager, Consultant
3,464 satisfied customers
I type slow so here is my question I am with Boost Mobil and
Hello Pearl, I type slow so here is my question I am with Boost Mobil and I upgraded from an iphone 5s to a I phone 6 I ask them to unlock my phone because I have a young man that wants to buy it. I g… read more
Justin Johnson
Justin Johnson
Founder
2,254 satisfied customers
I am locked out, I am afraid to try again because I am at 1
I am locked out, I am afraid to try again because I am at 1 hour of being locked out. I use my finger to access the phone. Not sure what I did. I am on call as a Nurse practitioner can you reset my pa… read more
Jay D
Jay D
Bachelor of Science
501 satisfied customers
My iphone is disabled,it's an iphone 5s, Do not know, The
The phone was purchased for my wifes brother 3 years ago. He is a Quad, and in a nursing home and finds it hard to use the phone. It was locked so I took it to an apple store and they unlocked it. But we do not know thw apllle ID or password, and as I said it is now displaying Apple ID is disabled and I don't know what to do to restore it for him … read more
Kris R
Kris R
IT Manager
Computing
3,312 satisfied customers
To I want to download an "easy" way for the manual on the
to Hi, I want to download an "easy" way for the manual on the Apple I phone 5 S … read more
Isaac Franklin
Isaac Franklin
Associate of Science in Social Sciences
1,331 satisfied customers
I wanted to load the pictures on my iPhone 5S to my Mac. I
I wanted to load the pictures on my iPhone 5S to my Mac. I was able to do this before, but this time it said photos in the Camera Roll of my iPhone cannot be imported because the device is locked with… read more
Ashik
Ashik
Master\u0027s Degree
5,101 satisfied customers
Hi! Im having a minor dilemma which Im hoping you can
Hi! I'm having a minor dilemma which I'm hoping you can help me with. This summer I purchased an iPhone 3GS for my wife as a birthday present. The problem I had was she always wanted an iPhone but at … read more
David
David
Mac Support Specialist
Bachelor's Degree
1,641 satisfied customers
I have downloaded the required files but do not have the file
I have downloaded the required files but do not have the file "iphone1,1_3-1-2_7D11_Restore.ipsw" file. Only have "iphone1,1_3.1.3_7E18_Restore.ipsw" file. My iphone Mod # XXXXX XXXXX series and when … read more
Scott, The Computer Man
Scott, The Computer Man
Bachelor\u0027s Degree
51 satisfied customers
Disclaimer: Information in questions, answers, and other posts on this site ("Posts") comes from individual users, not JustAnswer; JustAnswer is not responsible for Posts. Posts are for general information, are not intended to substitute for informed professional advice (medical, legal, veterinary, financial, etc.), or to establish a professional-client relationship. The site and services are provided "as is" with no warranty or representations by JustAnswer regarding the qualifications of Experts. To see what credentials have been verified by a third-party service, please click on the "Verified" symbol in some Experts' profiles. JustAnswer is not intended or designed for EMERGENCY questions which should be directed immediately by telephone or in-person to qualified professionals.

Disclaimer: Information in questions, answers, and other posts on this site ("Posts") comes from individual users, not JustAnswer; JustAnswer is not responsible for Posts. Posts are for general information, are not intended to substitute for informed professional advice (medical, legal, veterinary, financial, etc.), or to establish a professional-client relationship. The site and services are provided "as is" with no warranty or representations by JustAnswer regarding the qualifications of Experts. To see what credentials have been verified by a third-party service, please click on the "Verified" symbol in some Experts' profiles. JustAnswer is not intended or designed for EMERGENCY questions which should be directed immediately by telephone or in-person to qualified professionals.

Show MoreShow Less

Ask Your Question

x