Ipad Passcode Issue

[geranium]

I've got an elderly client who recently had her son set up a new iPad for her. He set it up with Touch ID which is fine, but neither of them recorded the passcode, so a week later she is now locked out of her iPad.

I would usually just restore the iPad with iTunes and use her Apple ID and password (which she knows) to get back into it (there's no data on it yet to be concerned about). However, two-factor authentication is enabled and this is her only Apple device. I'm not sure how the two-factor authentication would be handled if I did a restore on it. Does anyone have any experience with this?

I know she could just take it to an Apple store with her receipt, but the nearest one is 3 hours and a ferry ride away, so not an appealing option for her.

 

[Archon Prime]

Road Trip!

 

[carmen617]

Don't you love the way Apple insists on 2 factor authentication when you only have one device? Anyway - I would log onto her Apple ID on a PC or Mac, and turn off the two factor authentication (you'll have to add in some security questions). If you can't log into it because of the 2FA, contact Apple support by phone and they will straighten it out for you. No need to hit the road, a phone call with her by your side should be sufficient.

 

[CLC]

If you can get logged into iCloud and turn off find my phone you should be able to restore it via iTunes. If find my phone is off and you can't get logged into her apple id, just create a new id and restore the iPad.

 

[SimpleTech]

If you can get logged into iCloud and turn off find my phone you should be able to restore it via iTunes. If find my phone is off and you can't get logged into her apple id, just create a new id and restore the iPad.

this is probably the best solution

 

[geranium]

Thanks for the suggestions. Yes, leading an elderly Apple device owner into 2FA with only one device seems a recipe for disaster - doh! I can't actually log into iCloud because of the 2FA, so I can't tell if Find My iPhone is turned on (I'm guessing that it is). So I'll try a call to Apple support to see if they can help get us into the account.

Cheers

 

[cyabro]

When they setup the Apple ID they hopefully put in a correct landline or mobile number.
Reset the iPad and when it asks for the 2FA code you get an option that you didn't get the code, or get it another way, and then you will get the option to receive a call, which will read out the code to you.

 

[geranium]

All's well.

Yes, they did have the phone number set up correctly, so the phone code step you (@cyabro) mentioned was fine. The process prompts for the old iPad passcode, but allows you to delete all icloud data if you don't have the code. Fortunately data was no issue in this case. Now I can set things up with a little less security and a lot more ease of use.

 

[cyabro]

All's well.

Yes, they did have the phone number set up correctly, so the phone code step you (@cyabro) mentioned was fine. The process prompts for the old iPad passcode, but allows you to delete all icloud data if you don't have the code. Fortunately data was no issue in this case. Now I can set things up with a little less security and a lot more ease of use.

Cool.
FYI not having the previous passcode doesn't delete all iCloud data, it just doesn't restore passwords that were saved in the keychain on the old iOS device.

 

[geranium]

Ah okay, good to know. This is the message, and I wasn't sure how much was included in "other data"

 

[cyabro]

Ah okay, good to know. This is the message, and I wasn't sure how much was included in "other data"
View attachment 9078

That looks a bit different to the last one I saw.
But pretty sure you would still be able to restore a backup from iCloud, since you've passed the 2FA code request.