Need help to reset account

If you can't unlock your Apple ID

If you use security questions with your Apple ID, or if you don't have access to a trusted device or phone number, go to iforgot.apple.com. Then you can unlock your account with your existing password or reset your password.

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What if I can't access a trusted device or did not receive a verification code?

If you're signing in and don’t have a trusted device handy that can display verification codes, you can have a code sent to your trusted phone number via text message or an automated phone call instead. Click Didn't Get a Code on the sign-in screen and choose to send a code to your trusted phone number. You can also get a code directly from Settings on a trusted device. Learn how to get a verification code.

If you use iOS 11.3 or later on your iPhone, you might not need to enter a verification code. In some cases, your trusted phone number can be automatically verified in the background on your iPhone. It’s one less thing to do, and your account is still protected with two-factor authentication.

If you lost / can't reach the trusted device or phone number associated with your Apple ID

As long as you still have your Recovery Key and remember your Apple ID password, you can sign in and add a new trusted device or phone number to your account. You can also remove any devices you may have lost, sold, or given away.

1. Go to your Apple ID account page and enter your Apple ID and password.
2. On the Verify Your Identity screen, select "Can’t access your trusted devices?"
3. In the pop-up window, enter your Recovery Key.
4. Go to the Security section and click Edit.

Remove the device you no longer wish to use to verify your identity. If you have additional devices with Find My iPhone enabled, you can verify them as trusted devices. You can also add additional trusted phone numbers.

If you lost your Recovery Key

As long as you remember your Apple ID password and still have access to one of your trusted devices, you can sign in and create a new Recovery Key.

1. Go to your Apple ID account page.
2. Sign in with your password and trusted device.
3. In the Security section, click Edit > Replace Lost Key.

Keep your new Recovery Key in a safe place. Your old Recovery Key won't work anymore and you can't use it to reset your password or access your account.

If I can't sign in, how do I regain access to my account?

If you can’t sign in, access a trusted device, reset your password, or receive verification codes, you can request account recovery to regain access to your account. Account recovery is an automatic process designed to get you back into your account as quickly as possible while denying access to anyone who might be pretending to be you. It might take a few days—or longer—depending on what specific account information you can provide to verify your identity. If you can't sign in with two-step verification using your Apple ID ...

Do I still need to remember any security questions?

No. With two-factor authentication, you don't need to remember any security questions. We verify your identity exclusively using your password and verification codes sent to your trusted devices and phone numbers. When you enroll in two-factor authentication, we keep your old security questions on file for two weeks in case you need to return your account to its previous security settings. After that, they're deleted.

Can Apple Support help me regain access to my account?

Apple Support can answer your questions about the account recovery process, but can't verify your identity or expedite the process in any way.

Receive a text message or phone call

If you don’t have a trusted device to hand, you can get a verification code sent to your trusted phone number as a text message or phone call.

1. Select “Didn’t get a code?” or “Can’t get to your devices?” on the verification code screen.
2. Choose to get the code sent to your trusted phone number.
3. You’ll receive a text message or phone call from Apple with your verification code. If you use the Unknown Senders filtering in the Messages app, check there for your verification code.
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6. Enter the code on your other device to complete the sign-in process.

If you screen Unknown Senders, you can still receive time-sensitive messages like verification codes from Apple in your Messages inbox. Go to Settings and tap Apps. Tap Messages, then scroll to the Unknown Senders section and tap Allow Notifications. Then, turn on notifications for Time Sensitive messages.

If you don’t have access to your trusted devices or trusted phone numbers

If you temporarily don’t have access to your trusted devices or trusted phone number, the fastest way to get access to your account is to wait until you have access in the next few days. Then sign in with two-factor authentication. After you do that, you can also add additional trusted phone numbers to your account for the future.

If you permanently don’t have access to either your trusted devices or your trusted phone number, you can still attempt to recover access to your account.

1. Try to sign in to your Apple Account.
2. Select “Didn’t get a code?” or “Can’t get to your devices?” on the verification code screen.
3. Choose “Can’t use [phone number]”.
4. If you don’t have access to any trusted phone number on file with your Apple Account, you can initiate the process to recover access to your account. Follow the onscreen steps.

Account recovery may take a few days or longer, depending on the specific account information you can provide to verify your identity. Contacting Apple can’t help speed up the process.