Mac

Ask Mac Questions and Get Answers from Experts ASAP

Ask a Computer Expert,
Get an Answer ASAP!

My wife tried to set up her new IPad Pro which we purchased…

Customer Question
My wife tried to...

My wife tried to set up her new IPad Pro which we purchased at Sam's Club. It does not have cellular capability. We didn't know that at the time of purchase. We need to return them as we have now purchased two new one's from Verizon. Problem is, I'm trying to erase everything from her first one and she cannot remember what passcode she used. As a result, I can't even get to the settings screen in order to erase them. Can you help? Also, every time I try I get the message that IPad is disabled, try again in 15 minutes.

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

No idea

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

Didn't know such an animal existed

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

Not that I can think of

Submitted: 6 months ago.Category: Mac
Show More
Show Less
Ask Your Own Mac Question
Answered in 5 minutes by:
12/28/2017
Mac Support Specialist: AnswersByEric, Computer Support Specialist replied 6 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 6 months ago

No problem! We can do what is called a "restore," which will upload a new version of iOS to the iPad, overwriting everything and making it "brand new" again.

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.

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. Open the iTunes program on the computer.
  2. Connect your iPad to your computer via the USB cable.
  3. While your device is connected, follow this step:
    • Press and hold both the Home and the Power buttons at the same time. Keep holding them until you see the recovery-mode screen.
  4. 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.
  5. Wait for the process to finish. Then you can setup and use your device.
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
Wife just passed away.need to open her new ipad.do not have
Second opinion] wife just passed away.need to open her new ipad.do not have info to do this otherwise ipad locks up.please help … read more
cvd4311
cvd4311
Computer Analyst
Bachelor\u0027s Degree
726 satisfied customers
My wife bought a new I pad and I thought I would set it up
My wife bought a new I pad and I thought I would set it up for her. I am not inclined to do much computer stuff. When I got to a question of an account password ***** was not around so I just backed o… read more
Fran
Fran
IT Consultant
Associate Degree
203 satisfied customers
I have a second generation iPad mini and had erased all the
I have a second generation iPad mini and had erased all the contents prior to selling. I was unable to sell and now want to use it again but I cannot get the passcode to unlock the device. I have trie… read more
Josh
Josh
It Support Specialist
Associate Degree
5,153 satisfied customers
Got a new ipad for the wife. Cannot reset to factory. Keeps
Got a new ipad for the wife. Cannot reset to factory. Keeps asking her for pass code but doesn't accept it. Is it a four digit code? I took her ipad hooked it up to my Macbook. Won't let us access itu… read more
Ashik
Ashik
Master\u0027s Degree
5,101 satisfied customers
I helped a friend of mine set up her ipad and wrote down her
I helped a friend of mine set up her ipad and wrote down her password ***** her. Her kids use it for school a lot. She is mexican and doesnt understand a lot when it comes to this. Well her kids were … read more
John T. F.
John T. F.
Apple Consultant
Two Decades Field Experience
2,386 satisfied customers
I was helping a friend set up their new i -Pad and the pass
I was helping a friend set up their new i -Pad and the pass code got lost and now i can't get in it, what can i do??? … read more
Josh
Josh
It Support Specialist
Associate Degree
5,153 satisfied customers
I bought an Ipad Pro for my wife for Christmas, we are
I bought an Ipad Pro for my wife for Christmas, we are currently locked out, as we set up the device, it asked for a passcode or thumb print, she chose the thumb print option, after she completed the … read more
Vinod Menon
Vinod Menon
Support Specialist
Master's Degree
2,495 satisfied customers
My granddaughter has locked her i pad mine it now displays
my granddaughter has locked her i pad mine it now displays "iPad is disabled connect to iTunes" . Have connected to my laptop and am still unable to do anything with the iPad. I suspect she has change… read more
Ashik
Ashik
Master\u0027s Degree
5,101 satisfied customers
I have an Ipad with the message "Ipad disabled" due to
I have an Ipad with the message "Ipad disabled" due to trying to download an update. At the end of the update it asked for my passcode which I do not know. I tried my apple store password ***** that i… read more
Ashik
Ashik
Master\u0027s Degree
5,101 satisfied customers
My wife clicked on an update prompt on her iPad and now we
Michelle, My wife clicked on an update prompt on her iPad and now we can't get it turned on to the main screen. I've turned it off by holding down the on off button simultaneously with the home button… read more
Michelle
Michelle
Software Engineer
Bachelor\u0027s Degree
195 satisfied customers
Tx response. Unfortunately the recommended steps which we
Hi, tx for ur response. Unfortunately the recommended steps which we took on several occasions are not working. What steps should we take next? Looking forward.… read more
Ashik
Ashik
Master\u0027s Degree
5,101 satisfied customers
IPad has never been hooked up to computer and never had a
iPad has never been hooked up to computer and never had a passcode. It is my mom's and it is asking her to 'enter passcode' she does have an iCloud email and an Apple ID. She can't get in. Please help… read more
Ashik
Ashik
Master\u0027s Degree
5,101 satisfied customers
My wife and I just purchased two I phones to replace her iphone
My wife and I just purchased two I phones to replace her iphone 4 and my iphone5.we also purchased a new i pad. Originally I had an iphone and ipad. when she bought her the i phone 4 it was downloaded… read more
John T. F.
John T. F.
Apple Consultant
Two Decades Field Experience
2,386 satisfied customers
I'm trying to decide which tablet I should by my wife for
I'm trying to decide which tablet I should by my wife for Christmas. Do I buy one from my cellular carrier or just one that is wi-fi ready. She is planning to use it to bring with her when she goes to… read more
Michelle
Michelle
Software Engineer
Bachelor\u0027s Degree
195 satisfied customers
my wife update her ipad, she has forgotten her password XXXXX
my wife update her ipad, she has forgotten her password XXXXX her Ipad is locked. can you help /… read more
John T. F.
John T. F.
Apple Consultant
Two Decades Field Experience
2,386 satisfied customers
I have an IPad 2 connected with my ITouch & IPhone on my own
I have an IPad 2 connected with my ITouch & IPhone on my own computer and account along with the 3G connected to my at&t phone number. My wife has her own ITouch set up on her computer with her own ac… read more
Techie_Ben
Techie_Ben
Software Engineer
Master\u0027s Degree
1,444 satisfied customers
My nephews wife took the iPad I bought him and put a pass code
My nephews wife took the iPad I bought him and put a pass code on it and can't remember it or says she can't. They are separated. We think she put some things on there she does not want him to see. Sh… read more
Mac Tech
Mac Tech
Apple Specialist
Bachelor's Degree
888 satisfied customers
I bought my wife an ipad and set it up on her computer. I used
I bought my wife an ipad and set it up on her computer. I used my itunes account for her to download APPS instead of setting up her own account. We tried to delete some apps from her ipad today. The i… read more
Ashik
Ashik
Master\u0027s Degree
5,101 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