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I updated my IPad 2 and can’t get it back. About 3 weeks. It…

Customer Question
I updated my IPad...

I updated my IPad 2 and can’t get it back.

Technician's Assistant: What Operating System (OS) are you running on your iPad?

Yes

Technician's Assistant: How long has this been going on with your iPad? What have you tried so far?

About 3 weeks. It won’t take my email address which is correct or my password

Submitted: 2 months ago.Category: Mac
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Answered in 8 minutes by:
3/28/2018
Mac Support Specialist: Jeffrey B,
 replied 2 months ago
Jeffrey B
Category: Mac
Satisfied Customers: 813
Experience: ICT Support 1/2/3/ Line at Peopleware
Verified

Hello, my name is***** will be assisting you today. Lets get started!

So to clarify have you gone through the security questions of your Gmail account?

Kind regards,

Jeffrey

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Mac Support Specialist: Jeffrey B,
 replied 2 months ago

Understood.

Do you want to recover your Gmail or your Ipad account?

Kind regards,

Jeffrey

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Customer reply replied 2 months ago
I have sent you my correct credit card info and you keep telling me to update it which I have done and keep getting the same message from you
Mac Support Specialist: Jeffrey B,
 replied 2 months ago

Understood.

I do see:

Customer has requested a Secure Remote Assistance, but payment failed

Is this correct?

Kind regards,

Jeffrey

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Customer reply replied 2 months ago
I give up. I keep giving you my current cc number and you keep telling me it isn’t.
Mac Support Specialist: Josh, Mac Support replied 2 months ago
Josh
Josh, Mac Support
Category: Mac
Satisfied Customers: 21,833
Experience: 5 years as Network Admin, 10+ years of IT support
Verified

Hello:

I'm so very sorry it took so long for someone to offer assistance to you. My name is ***** ***** I've just come online and saw your question waiting. Before we start, can you please confirm if you still need assistance with your question? Thank you!

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Customer reply replied 2 months ago
I may have had a name or address change since I bought it so long ago.
Mac Support Specialist: Josh, Mac Support replied 2 months ago

Have you tried resetting the password?

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Customer reply replied 2 months ago
I have the correct password, but after I put it in it just keeps searching and searching and then turns off.
Customer reply replied 2 months ago
it took the password,
Mac Support Specialist: Josh, Mac Support replied 2 months ago

Are you able to use it now?

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Customer reply replied 2 months ago
No
Mac Support Specialist: Josh, Mac Support replied 2 months ago

Please press and hold down the POWER and HOME buttons together on your iPad until you see the Apple icon. After you see the icon, release the buttons and the iPad will restart

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Customer reply replied 2 months ago
It says password *****
Mac Support Specialist: Josh, Mac Support replied 2 months ago

You mentioned it took the password ***** now you are stating it is saying password ***** -- Which one is happening?

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Customer reply replied 2 months ago
Or ID or password *****
Mac Support Specialist: Josh, Mac Support replied 2 months ago

You mentioned it took the password ***** now you are stating it is saying password ***** -- Which one is happening?

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Customer reply replied 2 months ago
Still getting ID or password *****
Mac Support Specialist: Josh, Mac Support replied 2 months ago

Did you reset the password?

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Customer reply replied 2 months ago
I tried to but it wouldn’t take. I was able to at least get to that by pressing the on/off and the home botton at the same time
Mac Support Specialist: Josh, Mac Support replied 2 months ago

Did you reset it on a computer?

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Customer reply replied 2 months ago
On an iPad. It said lm locked out now
Mac Support Specialist: Josh, Mac Support replied 2 months ago

You can't reset it on the iPad. You need to reset it on a computer

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Customer reply replied 2 months ago
I don’t have a computer anymore I haven’t needed it.
Mac Support Specialist: Josh, Mac Support replied 2 months ago

It needs to be reset on a computer

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Customer reply replied 2 months ago
The credit card I gave you is my correct current card.
Mac Support Specialist: Josh, Mac Support replied 2 months ago

OK

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