Mac

Ask Mac Questions and Get Answers from Experts ASAP

Ask a Computer Expert,
Get an Answer ASAP!

This answer was rated:

I have touch ID on my IPad so when I turn it on I have to…

I have touch ID...

I have touch ID on my IPad so when I turn it on I have to put my finger on the start button for my fingerprint. I also have a passcode. Every once in a while I have to put my passcode in before using the touch ID. However, this morning when it asked for my passcode and I entered it, it was not accepted. Thinking maybe I had made a typo I tried again. To make a long story short after trying several times, my IPad was disabled. I left the house for several hours and when I returned I turned the device off altogether for about 15 minutes. Now every time I turn it on the apple appears and I get message that it has been disabled. I have never had a problem like this before, but I did change my internet service to Hughes.net last Friday. The IPad worked fine on Friday, Saturday, Sunday, Monday and Tuesday. But not today.

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

Never changed it since I started the touch ID

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

No because I didn't know something like that even existed. I just did a search for IPad tech help

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

I don't think so. I am at my desktop now and I have the Ipad here also.

Show More
Show Less
Ask Your Own Mac Question
Answered in 13 minutes by:
3/21/2018
John T. F.
John T. F., Apple Consultant
Category: Mac
Satisfied Customers: 3,637
Experience: 20+ years in the computer/Mac industry
Verified

Hello! I will work to provide accurate advice and info. Give me a minute to read your submission.

If Phone/Remote Services are offered, ignore them

Ask Your Own Mac Question

Ok, once the iPad has been disabled due to entering the passcode incorrectly too many times it must be reset and restored.

The following procedure is a special device firmware update mode. It will erase your Apple device, remove the passcode, and then re-sync user data once it is done (provided you have a backup of some kind).

1) Make sure you have downloaded and installed the latest version of iTunes on your computer before attempting this:

http://www.apple.com/itunes/download/

(Mac users can run System Preferences > “App Store” ( or Software Update for older OS X releases) > "Check now" to get the latest version for their system in most cases.)

2) Open iTunes on your computer and connect the Apple device directly to it (using the charging cable that came with it from Apple)

3) Turn off the Apple device (press the sleep/wake button on the top until you see the red slider and slide the red slider across to the right OR until the device completely shuts off).

4) Hold down the sleep/wake button (on the top) AND the home button (on the front) for 10 seconds

5) Release the sleep/wake button but CONTINUE to hold the home button, until...

6) iTunes should alert you it’s detected a device in recovery mode, click OK and continue along for the restore.

Note: it may ask whether you wish to restore a backup from iTunes or from iCloud. You should use which ever has the latest backup of your personal data.

If it doesn’t work the 1st time, start from the beginning and try again. If iTunes *still* doesn't recognize the device, plug it into a DIFFERENT USB port and try once more.

If you still have concerns, don’t negatively rate my answer, just reply back and let me know. I'll be happy to advise you further. When finished, please give a positive rating so I can be credited for my assistance. You are judging my personal service only (not this website, the price, or your issue) and high ratings assure I remain in good standing.

Thanks and good luck,

John

Ask Your Own Mac Question
Customer reply replied 4 months ago
First of all, I did NOT enter my password ***** Second, I don't think I have iTunes on my computer. So, can you wait until I go to the app store and add it? And, if you connect to my device, how much more is that going to cost me? I still don't understand what that charge of $5 was for.

You submitted your question to a pay-support site as indicated when you signed up.

Also, I'm not debating whether you did or did not enter your passcode incorrectly. The fact is that the iPad thinks you have - because it's disabled itself. So recovery will be the same either way.

I'll be here, just reply back when you have iTunes installed and need further assistance.

Ask Your Own Mac Question
Customer reply replied 4 months ago
Okay, I have I tunes. What is this backup thing you are talking about? If you haven't already guessed I am technically challenged and don't understand all this tech talk.

Ok, the back up related to your personal information on the iPad. Was it connected with iCloud?

John T. F.
John T. F., Apple Consultant
Category: Mac
Satisfied Customers: 3,637
Experience: 20+ years in the computer/Mac industry
Verified
John T. F. and 87 other Mac Specialists are ready to help you
Ask your own question now
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 John T. F. Your Own Question
John T. F.
John T. F.
John T. F., Apple Consultant
Category: Mac
Satisfied Customers: 3,637
3,637 Satisfied Customers
Experience: 20+ years in the computer/Mac industry

John T. F. 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

3,637 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
Trying to, ipad mini, Trying to download Libby ap. Will not
Trying to download Libby ap. Will not take thumb print … read more
Jon
Jon
Bachelors Degree
710 satisfied customers
My iphone is locked, says:Enter passcode", Touch ID does not
my iphone is locked, says:Enter passcode", Touch ID does not recognize your fingerprint. Never had this before … read more
FLORENCE MARIE DRONA
FLORENCE MARIE DRONA
Bachelor of Science (B.S.), Information technology
39 satisfied customers
I have lost my fingerprint for using the App Store on both
I have lost my fingerprint for using the App Store on both my iPhone and iPad. … read more
Jon
Jon
Bachelors Degree
710 satisfied customers
My iPad Pro will not accept my fingerprint to open, passcode
My iPad Pro will not accept my fingerprint to open, passcode only, for about 2 weeks now. I erased my fingerprint and reset it but its still the same … read more
Tom
Tom
3 years college
642 satisfied customers
I have just spent $900 buying an iPad. I have just spent
i have just spent $900 buying an iPad JA: What Operating System (OS) are you running on your iPad? Customer: I have just spent $900 for an ipad JA: How long has this been going on with your iPad? What… read more
Mr.Med
Mr.Med
1,190 satisfied customers
My daughter set me up with the finger touch. Well I don't
Mike my daughter set me up with the finger touch. Well I don't like it . Have tried numerous times to put my thumb on it to buy tokens for my game and can't. Can u please help me to go back to just si… read more
Eric Ewing
Eric Ewing
University IT Manager
182 satisfied customers
My Apple fingerprint stopped working. All updates are
My Apple fingerprint stopped working. All updates are current. … read more
Justin Johnson
Justin Johnson
Founder
2,254 satisfied customers
I just got an iPad yesterday, was setting up asked for Touch
I just got an iPad yesterday, was setting up asked for Touch ID, put my fingerprint on it. Now it's asking for a passcode which I never entered and my iPad is disabled. How do I start all over again. … read more
Richard
Richard
IT Manager
IT Manager, Consultant
3,464 satisfied customers
I am trying to download 2games on my load and my finger I'd
I am trying to download 2games on my load and my finger I'd does not work want to go back to my password ***** do go back to pass word finger id automatically comes up … read more
David
David
Mac Support Specialist
Bachelor's Degree
1,641 satisfied customers
Since I downloaded the ver 11 on my iPad and iPhone, I can
Since I downloaded the ver 11 on my iPad and iPhone, I can no longer use the finger print option on my devices. Multiple times I have rescanned my finger print on both devices with not luck … read more
Jon
Jon
Bachelors Degree
710 satisfied customers
When I first set up my ipad, I used a fingerprint, but I
When I first set up my ipad, I used a fingerprint, but I haven … read more
Vinod Menon
Vinod Menon
Support Specialist
Master's Degree
2,495 satisfied customers
Try to di. Own load a new app to my iPad I'm asked to touch
own load a new app to my iPad I'm asked to touch the screen so that my fingerprint can be verified. That doesn't work because I'm in my seventies and my fingerprints have worn off. Is there a work around solution for this problem? … read more
Josh
Josh
It Support Specialist
Associate Degree
5,154 satisfied customers
After my 11.02 IOS upgrade on my Iphone 7 plus, I am unable
after my 11.02 IOS upgrade on my Iphone 7 plus, I am unable to use touch id for my itunes store and app purchases. I have tried everything from rebooting to reseting network setting. Every time I go t… read more
Richard
Richard
IT Manager
IT Manager, Consultant
3,464 satisfied customers
I updated OS on an older iPad. I thought I correctly wrote
I updated OS on an older iPad. I thought I correctly wrote down the new passcode, but I cannot get on. The passcode option has not been turned on for some time and I don't know the previous passcode. … read more
Ashik
Ashik
Master\u0027s Degree
5,101 satisfied customers
I'm trying to buy an app for my IPhone and Touch ID keeps
I'm trying to buy an app for my IPhone and Touch ID keeps coming up. I didn't even implement touch ID to my knowledge and now I can't even buy an app from Apple because it doesn't recognize my finger … read more
Matt Krause
Matt Krause
Apple Technology Specialist
B.S.
New iPad feb 27, installed apple upgrade, succesful
New iPad feb 27, installed apple upgrade, succesful fingerprint, got Apple ID verification on blackberry. Prompt asked for confirmation via touch not successful. Now asking for passcode … read more
Dustin
Dustin
Support Technician
2,887 satisfied customers
I have a brand new iPad Pro that is disabled. I have tried
I have a brand new iPad Pro that is disabled. I have tried the connect to iTunes, download the software and restore multiple times. It will not work. The iPad still says: iPad is disabled. Connect to … read more
Viet - Computer Tech
Viet - Computer Tech
Computer Technican
Bachelor\u0027s Degree
974 satisfied customers
How do I cancel an order? I have tried to use iTouch and the
How do I cancel an order? I have tried to use iTouch and the program will not accept my fingerprint. Just says "Try again" then it locks. Help Bill Dunn… 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