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Jason Fenoglio
Jason Fenoglio, Sr. Systems Engineer
Category: Software
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Experience:  Sr. Systems Engineer
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My wife died about 8 weeks ago. I need to use her iPad.

Customer Question

My wife died about 8 weeks ago. I need to use her iPad. however, I cannot find her passcode in order to re-register the ipad and either continue to use or completely erase and start again with a new account. ??
Submitted: 1 year ago.
Category: Software
Expert:  Jason Fenoglio replied 1 year ago.

Hi my name is ***** ***** I might be able to assist.

You might be able to bypass the passcode by restoring it with iTunes. You'll first need to download iTunes on your computer from this site:

Then follow this procedure:

  • Charge the iPad up to at least 20 per cent.
  • Ensure that the iPad to a Mac or PC is not connected to the Mac or PC.
  • Open iTunes on your Mac (or PC).
  • Hold down the Sleep/Wake button and use the Slide To Power Off to turn off the iPhone.
  • Hold down the Home Button.
  • With the Home button held down, attach the Lightning cable to the iPad.
  • Open iTunes with the iPad connected to the computer
  • Click OK and Restore and Update.
  • Click Restore iPad and let iTunes wipe the software and restore the iPad.
  • Enter the Apple ID and Password ***** was used to set up the iPad.
  • Click Continue.
  • Choose Restore From This Backup to restore the iPad to its earlier state Or you can set up the iPad as a fresh model by choosing Set Up As New iPad.
  • Click Continue.
Expert:  Jason Fenoglio replied 1 year ago.

If you don't have access to her Apple ID, you can reset it here:

Expert:  Jason Fenoglio replied 1 year ago.

It does not look like the remote assistance payment went though. You may need to update you credit card info and e-mail address to complete the transaction.

Customer: replied 1 year ago.
How confusing ! I have already updated my payment info. TWICE !!!
Beginning to get a bit suspicious !! Perhaps I should just report the whole thing as a scam !!??!!As I have already told you...... I have tried connecting through the iTunes link. Went through the whole process as you advised but could still not open the ipad to change the passcode BECAUSE I WAS TOLD TO USE THE OLD PASSCODE TO OPEN ....... DERH !!!!!!!
Expert:  Jason Fenoglio replied 1 year ago.

When you went through the restore in recovery mode, did it ask to set the iPad up as a new iPad? This will erase the iPad which is what you'll want.