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How do I reset the code to open my Iphone. My iPhone was…

Customer Question
How do I reset...

How do I reset the code to open my Iphone

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

My iPhone was damaged when I dropped in water. I still have iPhone 5 I bought both from AT&T. I am still paying a monthly installment for the iPhone 6 s. I do not know the coke of the iphone5 how do I change the code to unlock the iphone5

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

No I don’t know how I spoke to AT&T, they advised me to go their store in my area. I called th at&t store they stated that I need to go ta iPhone store which is 22 miles away. I am sure there is a easier way

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

No thanks

Submitted: 4 months ago.Category: Mac
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Answered in 3 minutes by:
1/25/2018
Mac Support Specialist: John Lohr, Computer Hardware Engineer replied 4 months ago
John Lohr
John Lohr, Computer Hardware Engineer
Category: Mac
Satisfied Customers: 681
Verified

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

Do you have a Mac or PC we can use? To reset the code, we need to restore the phone to factory settings

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Customer reply replied 4 months ago
John, my phone have been disabled because I tried too many times. I have wait another 5 minutes. I gave the iPhone 5 to my granddaughter. She did not use the phone for a while. Do I need to wait for the phone to be unlocked
Mac Support Specialist: John Lohr, Computer Hardware Engineer replied 4 months ago

No, we do not need it to be unlocked to do this. Do you have a Mac or Windows computer?

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Customer reply replied 4 months ago
I think it is a Windows
Mac Support Specialist: John Lohr, Computer Hardware Engineer replied 4 months ago

Do you have iTunes installed?

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Customer reply replied 4 months ago
we do have iTunes
Customer reply replied 4 months ago
What else do I do from here
Mac Support Specialist: John Lohr, Computer Hardware Engineer replied 4 months ago

Okay, great! Please install this program for me and let me know when you are ready to proceed:

https://www.tenorshare.com/products/reiboot.html

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Customer reply replied 4 months ago
Can I do this on my lpad
Mac Support Specialist: John Lohr, Computer Hardware Engineer replied 4 months ago

It will need to be done on your Windows computer

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Customer reply replied 4 months ago
John I was able to do the recovery but still need to get a new code to open the phone
Customer reply replied 4 months ago
My granddaughter had the when I changed to the iPhone 6. However since I am now using the she does not remember code because she have an ipad
Mac Support Specialist: John Lohr, Computer Hardware Engineer replied 4 months ago

There are multiple steps we need to do still to change the code. Have you installed that program that I sent to you?

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Customer reply replied 4 months ago
I got a message that the software was not installed
Mac Support Specialist: John Lohr, Computer Hardware Engineer replied 4 months ago
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Customer reply replied 4 months ago
John sorry for not responding, My iPad was out of power, I am ready to start
Mac Support Specialist: John Lohr, Computer Hardware Engineer replied 4 months ago

Not a problem. Please download and run this file on your computer:

http://www.justanswer.com/remotedesktop/join.aspx?Session=e57a7e70-deab-49d6-81cf-6c65d61100b4

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Customer reply replied 4 months ago
I am sending this message to anyone available at this time. I was texting John earlier, but was unable to continue. My iphone5 is now locked with the itunes icon is locked on the iphone5
Customer reply replied 4 months ago
how do I get the itunes icon off the iphone5
Mac Support Specialist: Karthik, Mac Enthusiast replied 4 months ago
Karthik
Karthik, Mac Enthusiast
Category: Mac
Satisfied Customers: 496
Experience: Senior Engineer at CSS Corp
Verified

Hello, I'm Karthik and I'm happy to assist you with your question today. I'm very sorry it took so long for an Expert to get back to you, I've only just come online and saw your question now.

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Mac Support Specialist: Karthik, Mac Enthusiast replied 4 months ago

Before we get started, I would like to ask you few question about this problem. Do you have any backup of your iPhone in iCloud or Computer? The reason why I am asking is we can go ahead and try doing reset on the iPhone which will erase all the data and the password. If you have a backup, we can restore the data and contact back to your iPhone.

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Customer reply replied 4 months ago
John told me to log into the itunes on the computer, I did but was unable to. The problem now is that I am unable to remove the itunes icon from the phone it is locked with the icon on the screen
Mac Support Specialist: Karthik, Mac Enthusiast replied 4 months ago

That's not a problem, Replug the iPhone back to the computer and reopen the iTunes. Please wait for 2 minutes and check if you get any error message in the computer.

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Customer reply replied 4 months ago
Okay, one minute my computer is a little slow
Mac Support Specialist: Karthik, Mac Enthusiast replied 4 months ago

No problem, you can take your time.

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Customer reply replied 4 months ago
The iTunes is up what do I do next
Mac Support Specialist: Karthik, Mac Enthusiast replied 4 months ago

Unplug and Replug the iPhone back to the computer.

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Customer reply replied 4 months ago
Done
Customer reply replied 4 months ago
What next
Mac Support Specialist: Karthik, Mac Enthusiast replied 4 months ago

While your iPhone is connected to the computer, you need to Press and hold both the Home and Sleep/wake button at the same time. Keep holding them until you see the recovery-mode screen.

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Customer reply replied 4 months ago
I tried that, the iTunes icon returned,please . I also see an message that the UB device not recognized
Mac Support Specialist: Karthik, Mac Enthusiast replied 4 months ago

Again unplug and replug the iPhone back to the computer in the different USB slot.

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Customer reply replied 4 months ago
I have tries all your instructions, I am logging into itunes unfortunately my computer keeps freezing and taking up to 5 minutes to clear. I will keep trying if there is someone on 24 hours I will try again later
Mac Support Specialist: Karthik, Mac Enthusiast replied 4 months ago

If you have any other alternate computer, you can also try in that computer. Is it possible to arrange any other alternate computer?

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Customer reply replied 4 months ago
I only have a ipad, I will try at work tomorrow
Mac Support Specialist: Karthik, Mac Enthusiast replied 4 months ago

Okay, Please reply me back when you are available.

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