Smartphones

Smartphone questions? Ask a smartphone technician for answers

Ask an Expert,
Get an Answer ASAP!

My I phone 7 has been locked up for almost two weeks. Forgot…

Customer Question
My I phone 7...

My I phone 7 has been locked up for almost two weeks. Forgot my pass code. Went on line to get it re-set and got a call to go to this site, now I need help.

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

Not sure

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

Yes, am going in circles.

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

Do you need any numbers on the phone?

Submitted: 7 months ago.Category: Smartphones
Show More
Show Less
Ask Your Own Smartphones Question
Answered in 4 hours by:
12/11/2017
Technician: Harry, IT replied 7 months ago
Harry
Harry, IT
Category: Smartphones
Satisfied Customers: 2,613
Experience: IT at Justanswer
Verified

Hello:

Welcome to JustAnswer! My name is ***** ***** I am happy to be assisting you today. My sincerest apologies that it look so long for someone to reply, we're a bit behind with the holidays coming upon us. Before we begin, can you please let me know if you still need help with your question? Just use the reply box to let me know.

Ask Your Own Smartphones Question
Customer reply replied 7 months ago
Harry, I still need help.
Technician: Samuel White, Tech Expert replied 7 months ago
Samuel White
Samuel White, Tech Expert
Category: Smartphones
Satisfied Customers: 512
Experience: Verizon Tech Manager multi-unit
Verified

If it is your passcode you can not reset it. You have to reset the device to factory settings. This will, unfortunately, delete all unsaved data, but it is a protection against stolen devices.

Ask Your Own Smartphones Question
Technician: Samuel White, Tech Expert replied 7 months ago

Are you ready to proceed?

Ask Your Own Smartphones Question
Customer reply replied 7 months ago
I'm ready to proceed, I have 30 minutes, is that enough time?
Technician: Samuel White, Tech Expert replied 7 months ago

That may be enough time. As long as you have a PC with Itunes downloaded on it?

Ask Your Own Smartphones Question
Customer reply replied 7 months ago
Itunes was downloaded on my PC.
Technician: Samuel White, Tech Expert replied 7 months ago

Step 1: Connect your iPhone 7 to your Mac or PC with a Lightning to USB cable.

Step 2: Press and hold the Sleep/Wake button and the Volume Down button until the screen turns off. Continue holding the Sleep/Wake button + Volume Down button, even after you see the Apple logo appear.

Step 4: Release the Sleep/Wake + Volume Down button once you see the Connect to iTunes message appear on the iPhone 7’s screen.

Step 5: Launch iTunes, and you should see a message stating that “There is a problem with the iPhone that requires it to be updated or restored.”

Ask Your Own Smartphones Question
Technician: Samuel White, Tech Expert replied 7 months ago

Don at that point you only need to select restore and follow the prompts.

Ask Your Own Smartphones Question
Customer reply replied 7 months ago
Samuel, the Apple logo did not appear. I'm almost out of time, will need to continue later.
Don
Technician: Samuel White, Tech Expert replied 7 months ago

In the main time, I will try and give you clearer information on the process.

Ask Your Own Smartphones Question
Customer reply replied 7 months ago
Thank You I will need help, will come back in about 1 to 2 hours.
Technician: Samuel White, Tech Expert replied 7 months ago
  1. Make sure that you're using the latest version of iTunes.
  2. If iTunes is already open, close it. Connect your device to your computer and open iTunes.
  3. While your device is connected, force restart it with these steps, but don't release the buttons when you see the Apple logo, wait until the connect to iTunes screen appears:
    • On your iPhone 7: Press and hold the Side (sleep) and Volume Down buttons at the same time. Keep holding them until you see connect to iTunes screen.
Ask Your Own Smartphones Question
Technician: Samuel White, Tech Expert replied 7 months ago

Kindly rate my personal service to you at the top of your question page if my answer helped so I am credited for my time.

Otherwise please reply back if you need further assistance. Thank you, Samuel

Ask Your Own Smartphones Question
Technician: Samuel White, Tech Expert replied 7 months ago

Is there any other help you need? If not please rate so I can close this request! Thanks so much!

Samuel

Ask Your Own Smartphones Question
Technician: Samuel White, Tech Expert replied 7 months ago

Rating me is important because it opens me to help others and also lets the company see that I am working with each customer. Please take just a moment to rate me… it helps greatly!

Ask Your Own Smartphones Question
Technician: Samuel White, Tech Expert replied 7 months ago

Don, I need to close this request please... take a moment to rate me.

Thank you

***** *****

Ask Your Own Smartphones Question
Technician: Samuel White, Tech Expert replied 7 months ago

My goal is to give you the best experience possible! I hope I have earned a 5 star rating for my time today! Please remember to rate my service by selecting the 5 stars at the top of the screen before you leave today. If you need more assistance, please use the reply box and let me know and ill be more than happy to help you more

Ask Your Own Smartphones Question
Was this answer helpful?

How JustAnswer works

step-image
Describe your issueThe assistant will guide you
step-image
Chat 1:1 with a technicianLicensed Experts are available 24/7
step-image
100% satisfaction guaranteeGet all the answers you need
Ask Samuel White Your Own Question
Samuel White
Samuel White
Samuel White, Tech Expert
Category: Smartphones
Satisfied Customers: 512
512 Satisfied Customers
Experience: Verizon Tech Manager multi-unit

Samuel White 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:

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

Just let me say that this encounter has been entirely professional and most helpful. I liked that I could ask additional questions and get answered in a very short turn around.

EstherWoodstock, NY

Thank you so much for taking your time and knowledge to support my concerns. Not only did you answer my questions, you even took it a step further with replying with more pertinent information I needed to know.

RobinElkton, Maryland

He answered my question promptly and gave me accurate, detailed information. If all of your experts are half as good, you have a great thing going here.

DianeDallas, TX

< Previous | Next >

Meet the Experts:

Vinod Menon

Vinod Menon

Customer Service

380 satisfied customers

Experience in supporting and using smartphones.

John T. F.

John T. F.

Apple Consultant

298 satisfied customers

20+Yrs in the computer/electronics service industry

Kriptokrit

Kriptokrit

Smartphone Tech.

176 satisfied customers

Over 6 years of experience in Electronics support service.

Waitongu2

Waitongu2

Technician

159 satisfied customers

Android Root, Custom ROM applications, Blackberry platform, iPhone, tablets, PDA

Michael T

Michael T

73 satisfied customers

dasdasd

Joel Kalman

Joel Kalman

Electrical Engineer

70 satisfied customers

I am an MIT graduate with a Master Of Science degree in Electrical Engineering from UC Berkeley.

nalosin

nalosin

Smartphone Support Specialist

64 satisfied customers

7+ years in troubleshooting and supporting computers, networks, cell phones and other electronic devices.

< Previous | Next >

Related Smartphones Questions
Bought an I-Phone 6 last October. story short...I am a
Bought an I-Phone 6 last October. Long story short...I am a senior citizen who is currently on two medications for dementia. I am having a serious problem with said I-Phone 6. Finally got a new SIM ca… read more
Harry
Harry
IT
2,613 satisfied customers
We recently upgraded from I phone 5c & purchased I phone 8+.
We recently upgraded from I phone 5c & purchased I phone 8+. I am trying to do a master reset on the 5c so I can set it up for my granddaughter. But it will not accept the pass code to do a master res… read more
Harry
Harry
IT
2,613 satisfied customers
I have a Kyocera phone and when we did the factory reset we
I have a Kyocera phone and when we did the factory reset we can only get on … read more
Joel Kalman
Joel Kalman
Electrical Engineer
Master of Science Degree
70 satisfied customers
Well i purchased second hand from trust person; got the
Well i purchased second hand from trust person; got the apple id and the pass used on the device. disabled find my iphone, formated the device. started the process of manual setting and can't pass the… read more
Samuel White
Samuel White
Tech Expert
512 satisfied customers
Trying to unlock my iPhone 6 Plus but forgot password and
Trying to unlock my iPhone 6 Plus but forgot password ***** need to reset my password … read more
Samuel White
Samuel White
Tech Expert
512 satisfied customers
I do not know my pass word, Oh no, it is 7, not sure. At
At least a month I am away from home wanted to use my aps for Uber and whatever. … read more
Karthik
Karthik
Senior Engineer
Bachelor of Engineering
106 satisfied customers
I'm locked out of my I phone, need to activate it... forgot
I'm locked out of my I phone, need to activate it... forgot my password. What is my next step? It's prompting me to apple.com/kb/TS4515 … read more
Richard
Richard
IT Manager
IT Manager, Consultant
3,463 satisfied customers
I have a iPhone 7 purchased 2 months ago. apple down loaded
Second opinion] i have a iPhone 7 purchased 2 months ago. apple down loaded software update forgot my unlock password ***** apple id password, Phone is locked called apple 2 time and did not resolve i… read more
Joel Kalman
Joel Kalman
Electrical Engineer
Master of Science Degree
70 satisfied customers
Inherited apple 5 consumer cellular provided new sim card
Inherited apple 5 consumer cellular provided new sim card and activated the phone problem previous user was locked out of the phone I dont have his information and he cannot remember his password ****… read more
Josh
Josh
It Support Specialist
Associate Degree
5,153 satisfied customers
About two weeks ago, my husband's iPhone 5s stopped
About two weeks ago, my husband's iPhone 5s stopped receiving calls at our home and he is unable to make outgoing calls. The phone is completely dead when he dials out. We live in zip code area 77808 … read more
Richard
Richard
IT Manager
IT Manager, Consultant
3,463 satisfied customers
Phone went blank for unknown reasons... trying to use old
phone went blank for unknown reasons... trying to use old iphone. Need to recover authorization code. Please help! … read more
Ashik
Ashik
Master\u0027s Degree
5,101 satisfied customers
Actually, it's my phone. I have been locked out for two
Actually, it's my phone. I have been locked out for two weeks. I tried to change my phone access from pin to a numbers code by skidding a code frline. If u can understand me. Now I'm locked completely… read more
Ashik
Ashik
Master\u0027s Degree
5,101 satisfied customers
It is more than an email issue, may I fill you in? I have a
It is more than an email issue, may I fill you in? … read more
Richard
Richard
IT Manager
IT Manager, Consultant
3,463 satisfied customers
I changed code and forgot it so I am locked out, 7 new,
I changed code and forgot it so I am locked out JA: What's the make/model of your device? How old is it? Customer: 7 new JA: How long has this been going on? What troubleshooting have you tried? Custo… read more
Samuel White
Samuel White
Tech Expert
512 satisfied customers
I bought a new iPhone 7 2 days ago. Everything was good till
I bought a new iPhone 7 2 days ago. Everything was good till yesterday. The screen that comes up says ENTER PASSCODE - Touch ID requires your passcode when IPhone restarts. I never set that up and I c… read more
Steve G.
Steve G.
Chief Engineer
4,563 satisfied customers
My phone is asking for a passcode. When I purchased it at
My phone is asking for a passcode. When I purchased it at AT&T they said my pass code was Z456Z456 well this doesn't work. I went to an AT&T site today and they told me the passcode could only be numb… read more
Richard
Richard
IT Manager
IT Manager, Consultant
3,463 satisfied customers
I had been using my newly issued tracfone to receive emails.
I had been using my newly issued tracfone to receive emails. It worked perfectly. I went on vacation in the Sierras, where there was no service, and the battery died. It is charged now, but I cannot l… read more
Richard
Richard
IT Manager
IT Manager, Consultant
3,463 satisfied customers
I forgot my new pass code I phone 4 with IOS7 up grade. Can
I forgot my new pass code I phone 4 with IOS7 up grade. Can any thing be done to restore use with out loseing my1500+ pictures, contacts and stuff!!!… read more
RandyNetwork Tech
RandyNetwork Tech
1,754 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