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Ask Vinod Menon Your Own Question
Vinod Menon
Vinod Menon, Customer Service
Category: Smartphones
Satisfied Customers: 372
Experience:  Experience in supporting and using smartphones.
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I have an iphone 5 s.

Customer Question

Hello, I have an iphone 5 s.
Submitted: 1 year ago.
Category: Smartphones
Expert:  Jason Jones replied 1 year ago.

Hello,

I am the person that will be helping you today.

How may I help you today with your iPhone 5s?

I will be standing by.

Thank you,
Jason

Customer: replied 1 year ago.
I cannot get past the Activate iPhone screen. I need to take off the one that is there. It has been hacked and I do not have any of the passowords or security codes.
Expert:  Jason Jones replied 1 year ago.

You need to take off "which one"? I'm sorry, I do not understand.

Customer: replied 1 year ago.
The apple id that was used on the phone.
Expert:  Jason Jones replied 1 year ago.

Do you have access to the email address that is currently showing as the Apple ID?

Customer: replied 1 year ago.
She has it used Find My iPhone to link it to their Apple ID
Expert:  Jason Jones replied 1 year ago.

Do you have access to the email address that is currently showing as the Apple ID?

Customer: replied 1 year ago.
but not the password.
Expert:  Jason Jones replied 1 year ago.

Thank you for the update.

May I start a remote screen sharing session with you so that I can better help you resolve this problem?

When the remote begins, a chat window will appear that we can use to communicate with each other.

Customer: replied 1 year ago.
That is too much money.
Expert:  Jason Jones replied 1 year ago.

We don't have to do the remote, if you don't wish to. You may reset the Apple ID password ***** following the instructions below.

Please, follow the instructions below:
- Click the following link: http://iforgot.apple.com/
- If you remember your Apple ID, enter it on the site and click Next. If you do not, click the "Forgot your Apple ID" link.
- Fill out all of the requested information on the resulting screens and continue.

Once all of the information is sent out, you will be given your Apple ID and be given the option to reset your password.

If all else fails, you can call them at: (800) MY-APPLE(###) ###-####

Customer: replied 1 year ago.
Doesn't work.
Expert:  Jason Jones replied 1 year ago.

Why doesn't it work?

Customer: replied 1 year ago.
I don't know... That email address might be corrupt.
Expert:  Jason Jones replied 1 year ago.

I am asking you what problems you had. What happens when you follow my instructions?

Customer: replied 1 year ago.
It says: no apple id found
Expert:  Jason Jones replied 1 year ago.

You entered the full email address that is currently locking you out of the iPhone and it says not found?

Customer: replied 1 year ago.
Expert:  Jason Jones replied 1 year ago.

In that case, create a new Apple ID using that email address. After that is complete, use the password ***** you set on the account.

Customer: replied 1 year ago.
Using what email address? the Charleegrace? I can't retrieve the password ***** that email is not functioning
Expert:  Jason Jones replied 1 year ago.

Oh. That is why I asked if you had access to the email address in the beginning.

I have run out of ideas.

For this reason, I am opting out of the question and allowing another expert the chance to help.

The next expert will see all that is on this page, so there will be no need to repeat anything.

When another expert picks this up, you will be notified by email.

Thank you for your patience.

- Jason

Customer: replied 1 year ago.
Thanks
Expert:  John T. F. replied 1 year ago.

Hi,

Can you clarify some information, please? Originally you said you have access to the email used to create the account and then later said it is not functioning.

Thanks,

John