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My phone just updated, and now wants a passcode which I

Customer Question
My phone just updated...

My phone just updated, and now wants a passcode which I don't remember and it may be in my phone which I am now locked out of. Can you please help me correct this situation?

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

Don't remember, it's been a while. I really don't use it. This has not happened to me before

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

No. how do I do that?

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?

No, thank you. What do I need to do this?

Submitted: 6 months ago.Category: Mac
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Answered in 1 minute by:
12/21/2017
Mac Support Specialist: John Lohr, Computer Hardware Engineer replied 6 months ago
John Lohr
John Lohr, Computer Hardware Engineer
Category: Mac
Satisfied Customers: 721
Verified

Hello and thank you for choosing JustAnswer. My name is ***** ***** I will be happy to help you.

Is it asking you for an AppleID password, or is it the Passcode to unlock your phone?

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Customer reply replied 6 months ago
passcode
Mac Support Specialist: John Lohr, Computer Hardware Engineer replied 6 months ago

Was there a passcode on your lockscreen before updating?

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Customer reply replied 6 months ago
do not wish to pay $39 to securely connect. Just want to get this resolved. I'm locked out of my phone
Mac Support Specialist: John Lohr, Computer Hardware Engineer replied 6 months ago

Please ignore that message as it is automated by the website.

Was there a passcode on your lockscreen before updating?

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Customer reply replied 6 months ago
probably not. Like I said I never used a passcode
Mac Support Specialist: John Lohr, Computer Hardware Engineer replied 6 months ago

Whenever iPhones/iPads update, they go through the "Setup" screen again. Here if you do not have a passcode, it will ask you to create one. Are you certain it is not asking you to make a new one? If it is, we can skip it and you can use your phone without one as you did before

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Customer reply replied 6 months ago
no it's not asking me to create a new passcode, just says Enter Passcode
Customer reply replied 6 months ago
also saying passcode is required to enable touch ID which I also don't use
Mac Support Specialist: John Lohr, Computer Hardware Engineer replied 6 months ago

Is the background grey or white?

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Customer reply replied 6 months ago
looks like black
Mac Support Specialist: John Lohr, Computer Hardware Engineer replied 6 months ago

Is there blue text in the center of the screen that you can tap on?

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Customer reply replied 6 months ago
no
Mac Support Specialist: John Lohr, Computer Hardware Engineer replied 6 months ago

That being the case, we will need to factory reset your phone to remove the passcode

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Customer reply replied 6 months ago
how do I do that?
Mac Support Specialist: John Lohr, Computer Hardware Engineer replied 6 months ago

Do you have a PC or Mac available?

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Customer reply replied 6 months ago
can you do that remotely? I have a PC
Mac Support Specialist: John Lohr, Computer Hardware Engineer replied 6 months ago

I sure can

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Customer reply replied 6 months ago
Great, what do you need?
Mac Support Specialist: John Lohr, Computer Hardware Engineer replied 6 months ago

Go ahead and send the remote request and we can begin

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Customer reply replied 6 months ago
how do I send remote request?
Mac Support Specialist: John Lohr, Computer Hardware Engineer replied 6 months ago

You should see an option on your screen, like the one you denied earlier. It should be under the text box

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