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I have an iPhone 6plus that I gave my son, he changed his…

Customer Question
I have an iPhone...

I have an iPhone 6plus that I gave my son, he changed his passcode and now he can’t remember the passcode and Siri not Touch ID works on his phone, how can I get into it to change his passcode the iCloud information is all in my name being as he’s only 14 years old

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

About two months ago and it’s ONLY the passcode to unlock screen

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

I don’t know how to do that but some help would be very much appreciated

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

No thanks I appreciate it

Submitted: 1 month ago.Category: Mac
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Answered in 7 minutes by:
12/30/2017
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 1 month ago
Kris R
Kris R, Computer Hardware Engineer
Category: Mac
Satisfied Customers: 4,315
Experience: IT Manager at Wood Group PSN
Verified

Hi
Sorry for the delay, we are busy and I've just got to your question.
How long has this been happening?
Thanks
Kris

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Customer reply replied 1 month ago
He’s a teenager of course and doesn’t want “mommy” checking his phone so about two months ago he changed the passcode and doesn’t remember what he changed it to! The Touch ID nor is Siri activated on his phone prior to the lockout
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 1 month ago

Do you have a computer it can be connected too?

If so we can reset it to factory and remove the pin

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Customer reply replied 1 month ago
Oh I can’t teset the phone he has pictures under my iCloud of his deceased father....what other options do I have? And I also do not have a Mac
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 1 month ago

Can you sign into icloud.com on a web-browser, If you see them all on there, it means they are saved to the cloud and will not be lost if we reset the phone

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Customer reply replied 1 month ago
The only thing I can log into on is my iPad or iPhone 6splus which is going to kick my iCloud out of both devices? Both iCloud accounts are in my name but different emails
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 1 month ago

No it wont, you can go to icloud.com on safari on the ipad

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Customer reply replied 1 month ago
Ok give me a second to grab it
Customer reply replied 1 month ago
I’m back and logging in
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 1 month ago

Ok great

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Customer reply replied 1 month ago
Ok I tried on another tablet and it’s an android and won’t so let me try the iPad now it’s dead so it may have to charge a few mins
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 1 month ago

OK no problem

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Customer reply replied 1 month ago
Sorry for the delay, I wasn’t sure what I was doing when signing up or what I would need....
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 1 month ago

That's ok

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Customer reply replied 1 month ago
Ok I’m online about to route to iCloud.com now
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 1 month ago

OK great

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Customer reply replied 1 month ago
Now I’ll all eyes to figure this out ASAP :)
Customer reply replied 1 month ago
Ready when you are
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 1 month ago

Did you see the photos?

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Customer reply replied 1 month ago
What do I do once I get to the webpage?
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 1 month ago

icloud.com

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Customer reply replied 1 month ago
I’m on iCloud.com where do I “sign in” at or whatever it requires
Customer reply replied 1 month ago
You there
Customer reply replied 1 month ago
I need this $40 problem fixed ASAP PLEASE
Mac Support Specialist: Pete, Computer Engineer replied 1 month ago
Pete
Pete, Computer Engineer
Category: Mac
Satisfied Customers: 19,158
Experience: Over 16 years of computer experience, CISCO certified
Verified

Hello, I see you have requested a new expert to work with on this.

My name is***** will try my best to help you with your question.

You will first need to reset the phone, then recover the data from iCloud.

To reset the phone, there are two choices available - see:

https://support.apple.com/en-us/HT204306

Reply back and let me know how you get on...

--------------------

Happy New Year!

Your satisfaction is my priority; I hope I have earned 5 stars today!

Kindly take a moment to rate my service 5 stars and press Submit at the top of your question page to finish; tips appreciated :)

You can always reply back after rating me if you need any further assistance at all.

Pete.

--------------------

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Customer reply replied 1 month ago
Is there anyway I can reset the phone without going through iCloud? The reason I’m asking when I tried that technique last night, I signed in with my iPad and also tried my phone and it’s resetting the iCloud info on those two devices, although my sons phone is under another iCloud account I have with my info, it’s resetting it on my primary devices and I don’t want that
Customer reply replied 1 month ago
I have an older iPhone that was his with the iCloud info on it so everything is already backed up to it I just need to change this passcode to get into his phone
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Pete
Pete, Computer Engineer
Category: Mac
Satisfied Customers: 19,158
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