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Cannot open it. it is asking for password and id and will…

Customer Question
Cannot open it. it...

Cannot open it. it is asking for password ***** id and will not open with our info

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

Did not change

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

Not sure how that can happen on that device cuz it won't open .can it be done through this computer?

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

I don't think so

Submitted: 4 months ago.Category: Mac
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Answered in 3 minutes by:
3/7/2018
Mac Support Specialist: Justin Johnson, Mac Genius replied 4 months ago
Justin Johnson
Justin Johnson, Mac Genius
Category: Mac
Satisfied Customers: 2,493
Experience: Training and Development at Scientifically Speaking
Verified

Hi! Welcome to JustAnswer.com, my name is ***** ***** I'll be assisting you with your question about email. I've only just come online now and would like to assist you with your question.

What are all the things you have done to try and recover your password? I only ask to make sure you are not having to overlap steps again that you have already done.

If you would like remote support please select the Secure Remote Assistance option. If you do not want remote support please ignore the prompt.

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Customer reply replied 4 months ago
we have tried a few times to open and cannot
Customer reply replied 4 months ago
sorry did not think this problem warrants a service charge
Customer reply replied 4 months ago
thanks anyway
Mac Support Specialist: Justin Johnson, Mac Genius replied 4 months ago

I will submit your refund request now. I will not be able to respond after as customer service will handle it from there. Thanks and have a wonderful day!

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