Mac

Ask Mac Questions and Get Answers from Experts ASAP

Ask a Computer Expert,
Get an Answer ASAP!

Mac

I can't get into my Preferences list of passwords with my…

Customer Question
I can't get into...

I can't get into my Preferences list of passwords with my IMAC user passwords. Everything is wrong with the computer and the iPhone. The last "help" I got on an Apple call did the following, which seems to have adversely affected everything: 1. Had me create a new password ***** link iCloud, computer and iPhone, but does not replace my computer user password; 2. Supposedly this would allow my iPhone to add iPhone photos automatically to the computer; so far, it hasn't. 3. The iPhone is also acting up and keeps telling me it's not "backed up" but won't accept either my new (all purpose?) password ***** my regular IMAC password ***** although I can get into Safari it's a very slow process.

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

I have used both my Apple ID and user password ***** so many years, they are as familiar as my first name. I was unaware I even HAD a password ***** my iPhone. I couldn't use any password ***** open my iPhone today, but got in with a passcode.

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

A volunteer (I'm 85 years old and Arlington provides such a service), who had me put my computer into recovery...but when I had to respond to that, it wouldn't accept my valid IMAC user password. I went through that process various times, and (needless to say) the entire Christmas season has been ruined for me...I know that's not exactly pertinent, but I am desperate. Trying to negotiate all this by phone when I'm hearing impaired and my fingers tremble has added to the problem.

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

I think that sums it up generally.

Submitted: 2 months ago.Category: Mac
Show More
Show Less
Ask Your Own Mac Question
Answered in 15 hours by:
12/18/2017
Mac Support Specialist: Justin Johnson, Mac Genius replied 2 months ago
Justin Johnson
Justin Johnson, Mac Genius
Category: Mac
Satisfied Customers: 1,575
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.

Ask Your Own Mac Question
Mac Support Specialist: Justin Johnson, Mac Genius replied 2 months ago

There are a lot of things going on it seems. Can you start with the first issue you are having?

Ask Your Own Mac Question
Customer reply replied 2 months ago
I've been struggling with this thing for weeks so can't begin to recall everything that was suggested/tried in those many hours of futile calls. Several times a "volunteer" put it into recovery, but then there was no one to help me when the recovery period was over and it wouldn't accept my two trusty and longterm passwords: one for my iMac and one for AOL. The trouble began when my iPhone began to ask for a password (I had never even known I had an iPhone password ***** I had used it for more than a year without entering anything (except, now and then, a passcode). I stopped using that some time ago, but in one of my help sessions I was asked to create a 6-word passcode, which will let me perform some functions, but it's always a hassle to get in because it informs me the iPhone hasn't been backed up. (Also, I don't want to have to put six digits each time I want to check the phone, but I think I'm blocked from getting rid of it.
On one of the "help" sessions, the apple tech had me create a new password ***** link ICloud and iPhone and computer (this was supposed to supplement, NOT replace, my Apple ID (my email address) and not my computer user password; and, fortunately, my user password ***** continued to allow me to open the computer. However, it takes more time, and I think my private WIFI has been changed; the computer functions have been slow. And my iPhone is no longer sending photos to my Photo.
Neither my two current AOL and IMAC passwords, nor the new password ***** I was told to create to function (to connect?) all three to iCloud are accepted on my iPhone, so apparently my phone is the problem. Getting help by phone is arduous and exhausting because I am hearing impaired and my fingers begin trembling (some other impairment presumably related to my age of 85) and that also protracts the agony, I have spent and inordinate amount of time and ruined my entire holiday season. So I hope it can finally be resolved and I can resume a normal life. Of course, given the above impediments, it would be lovely if the answer were so obvious you could give me results without a telephone conversation but, if not, of course we can go through connecting the device to you. It is already rather late here, so perhaps it would be best to make an afternoon appointment for either Tuesday the 19th or Wednesday the 20th? Thank you. *****
Mac Support Specialist: Justin Johnson, Mac Genius replied 2 months ago

It is going to take me a bit to get through this wall of information. Give me a bit.

Ask Your Own Mac Question
Customer reply replied 2 months ago
No,I do not wish, nor can I afford, to pay more than was initially proposed and I have paid. I have learned not to be manipulated by "bait and switch," and your advertisements promised a solution for $40 which I have paid. I'm sure you will agree that was our understanding, and I appreciate the help I'll receive.
Mac Support Specialist: Justin Johnson, Mac Genius replied 2 months ago

That is automatic as many users need remote assistance. Ignore it if you feel otherwise.

Ask Your Own Mac Question
Mac Support Specialist: Justin Johnson, Mac Genius replied 2 months ago

Lets do this. I think you need to talk to someone on the phone. I cannot provide that service for free. With that being said I previously worked for Apple so I have a number that is unlisted. I am going to submit a refund on your behalf and I want you to call this number and choose Tech Support from the options. This way you are able to get what you need the best way possible at no cost. Merry Christmas!

‭(866)(###) ###-####

Ask Your Own Mac Question
Customer reply replied 2 months ago
I am so sorry I disappeared from the conversation. My phone rang and I thought it was you calling and answered and it turned out to be a friend, who really needed to speak to someone immediately and at some length, so I couldn't get back to the site for quite a long interval!
I am really disappointed I can't (again) get help, but I will call the number you gave me and hope it is not once more a wild goose chase.
Mac Support Specialist: Justin Johnson, Mac Genius replied 2 months ago

This should be the last wild goose chase. Tier 2 Apple Support is the best in the business.

Ask Your Own Mac Question
Was this answer helpful?
Ask Justin Johnson Your Own Question
Justin Johnson
Justin Johnson
Justin Johnson, Mac Genius
Category: Mac
Satisfied Customers: 1,575
1,575 Satisfied Customers
Experience: Training and Development at Scientifically Speaking

Justin Johnson 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

8,555 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

2,394 satisfied customers

worked as a Tech support Associate for Apple products

John T. F.

John T. F.

Mac Druid

1,994 satisfied customers

20+ years in the computer/Mac industry

David

David

Mac Support Specialist

1,507 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
I had an iCloud email from Apple that said my iPhone is
I had an iCloud email from Apple that said my iPhone is infected with a virus and it wanted me to install something. Was trying to find out if this was true but phone support is closed. Now I don't se… read more
John T. F.
John T. F.
Mac Druid
Two Decades Field Experience
1,994 satisfied customers
My iCloud password. IPhone 7 Plus. About a year and it won't
About a year and it won't let change my password ***** all my stuff is deleting because I can't change password ***** keep on saying 9 days … read more
Michael
Michael
CEO
Master\u0027s Degree
117 satisfied customers
Password will not work with my iCloud account. IPhone 6. Put
Put in new SIM card phone is activated but stuck because of my problem. I called apple support case #***** Pam was going to help but no response! … read more
Justin Johnson
Justin Johnson
Mac Genius
1,575 satisfied customers
I'm receiving a charge on iPhone dealing with the iCloud or
I'm receiving a charge on iPhone dealing with the iCloud or a game or something ordered , and it wasn't by myself, I'm tryna stop this and it's telling me I have 24 hrs to cancel it. Need your assista… read more
Kamil Anwar
Kamil Anwar
IT Consultant / Systems Engineer
Bachelor\u0027s Degree
444 satisfied customers
I want to extend the storage in iCloud. Apple iPhone 6 IOS
This is the first time and I do not know what to do … read more
Justin Johnson
Justin Johnson
Mac Genius
1,575 satisfied customers
Re my Icloud contacts iphone and PC: They are not syncing. I
Re my Icloud contacts iphone and PC: They are not syncing. … read more
Justin Johnson
Justin Johnson
Mac Genius
1,575 satisfied customers
I have sold my two IPhones Which are both locked to iCloud
Hi RICHARD I have sold my two IPhones Which are both locked to iCloud my name isVivienne Weir and my phone number is(###) ###-####and I can't remember my iCloud ID… read more
Justin Johnson
Justin Johnson
Mac Genius
1,575 satisfied customers
I lost my contacts on my iphone by deleting the icloud. Can
I lost my contacts on my iphone by deleting the icloud. Can I get the contacts back? … read more
Justin Johnson
Justin Johnson
Mac Genius
1,575 satisfied customers
I have my icloud address need to reset my password. Iphone
I have my icloud address need to reset my password … read more
John T. F.
John T. F.
Mac Druid
Two Decades Field Experience
1,994 satisfied customers
I cannot access icloud on my Iphone 5C as it is attached to
I cannot access icloud on my Iphone 5C as it is attached to a work email address that no longer exsists. … read more
John T. F.
John T. F.
Mac Druid
Two Decades Field Experience
1,994 satisfied customers
I cannot get signed to iCloud. IPhone 7 and iPad Pro don't
Just recently got a google home mini and trying to sync contacts not responding so have been workingwith google support. They keep having me to open iCloud. Have tried iCloud on phone setting and tried www.icloud.com … read more
Justin Johnson
Justin Johnson
Mac Genius
1,575 satisfied customers
I am trying to download from iCloud iPhone 6 to new iPhone
I am trying to download from iCloud iPhone 6 to new iPhone 8 … read more
Richard
Richard
IT Manager
IT Manager, Consultant
3,322 satisfied customers
I downloaded to my new iPad from the iCloud for my iPhone. I
I downloaded to my new iPad from the iCloud for my iPhone. I wanted to do iCloud download from my old iPad. How do I get the iCloud download from my old iPad? … read more
Cris
Cris
58 satisfied customers
My iCloud from my iPhone 6 didn't restore to my new iPhone
My iCloud from my iPhone 6 didn't restore to my new iPhone completely … read more
John T. F.
John T. F.
Mac Druid
Two Decades Field Experience
1,994 satisfied customers
I just bought a iPhone. And I need iCloud id to activation
I just bought a iPhone. And I need iCloud id to activation lock. … read more
Jason Jones
Jason Jones
AAS Information Technology
6,321 satisfied customers
My iPhone 7 has been updating iCloud setting for 23 hours.
My iPhone 7 has been updating iCloud setting for 23 hours. … read more
Vinod Menon
Vinod Menon
Support Specialist
Master's Degree
2,394 satisfied customers
I'm terribly Mac password challenged between iPhone, iCloud,
Hi - I'm terribly Mac password ***** between iPhone, iCloud, Mac ID no matter how many times I reset - it doesn't matter … read more
Justin Johnson
Justin Johnson
Mac Genius
1,575 satisfied customers
My new iPhone 8s has been updating iCloud settings for over
My new iPhone 8s has been updating iCloud settings for over an hour. Is that expected? … read more
Viet - Computer Tech
Viet - Computer Tech
Computer Technican
Bachelor\u0027s Degree
954 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