Level 1 (4 points)

Apple Password Reset on IPhone 12

My wife has an iPhone 12 and has forgot her Apple Account password. I have tried several options and can't seem to get anywhere. We are now going through the process of Apple Account Recovery for about the 3rd time. I follow all the prompts and the reply's are always in the same order and same ending. It starts by using the Apple Support App on my phone (iPhone 13), pressing Reset Password, pressing Help Someone Else, entering her email addy, then continue and enter her phone #. It then states, we are reviewing and in 24 hours we will respond. Then after the 24 hours I go through the same process and it says, (your request is in process, in 2 days we will send you instructions on how to recover your account.) I can repeat this process later before the 2 days is up, and the message will say 1 day, then 12 hours and so fourth down to 1 hour. When the time is up we never get a call, message, or any prompts, nothing? I have done this whole process 3 times and get nowhere can anyone help me?

I have also contacted their support through telephone # and talked to a LIVE agent, with them saying we can't help you with a password reset, you have to follow the prompts on the Support App!

Sadly this has been going on for a couple of weeks now, any help would be appreciated, Thanks, nextyear58

Posted on Sep 20, 2026 8:44 AM

4 replies

lobsterghost1

Level 10 (233,174 points)

Sep 20, 2026 8:50 AM in response to nextyear58

From reading other users who have been in the same position, it rarely takes only 2 days to get the email confirmation. And you are starting the process over and over, it seems. From your last time starting the process, just wait, DON'T restart the process. It could take several days. Otherwise, this is a user to user only forum, NOT Apple Support. As only other users, there is nothing anyone here can do to help with this process. Also keep in mind days in a situation such as this are Business days, not calendar days. If you start something on a Saturday, the first business day would be Monday.

This is a classic example of WHY it's VERY important to write important passwords down somewhere for future recall in situations like this. I keep a locked metal notebook in a safe location and keep all of my Passwords noted and updated when I change a password to avoid the hassle of what you're going through.

lobsterghost1

Level 10 (233,174 points)

Sep 20, 2026 10:17 AM in response to nextyear58

nextyear58 wrote:

I only start the process over when the previous one has expired and failed to yield any results, as in a day later. I also know this is a user to user forum, I was asking for any help from anyone that has had this issue. The phone call to Apple Support verified that time lines run through the weekend and Business Days are not in the equation. I also know how important that password protection and keeping them safe is. I use Password Bank Vault and store all of mine. I believe that the password was typed incorrectly several times and then locked.

Thanks for your help, nextyear58

I'm suggesting NOT to start over at all. I've never seen a password reset happen in two days. Otherwise, there's nothing anyone here can do as this happens in a secret corporate location, locked and protected and even Apple Support personnel as you've learned can't do anything to speed anything up.

I know this is frustrating........

nextyear58 Author

Level 1 (4 points)

Sep 20, 2026 9:46 AM in response to lobsterghost1

I only start the process over when the previous one has expired and failed to yield any results, as in a day later. I also know this is a user to user forum, I was asking for any help from anyone that has had this issue. The phone call to Apple Support verified that time lines run through the weekend and Business Days are not in the equation. I also know how important that password protection and keeping them safe is. I use Password Bank Vault and store all of mine. I believe that the password was typed incorrectly several times and then locked.

Thanks for your help, nextyear58

nextyear58 Author

Level 1 (4 points)

Sep 21, 2026 2:19 PM in response to lobsterghost1

Yes, the part about Apple super secret password renewal committee, that is what the support agent over the phone said. It would be nice if I could speak to them directly. Now her phone has a message in settings that says, please log into your Apple account, some apps can't function correctly without you being logged in?

Originally posted at discussions.apple.com/thread/256361275