How JustAnswer Works:
  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.
Ask Richard Your Own Question
Richard
Richard, Mac Genius
Category: Mac
Satisfied Customers: 36526
Experience:  Apple Computers Specialist
32989067
Type Your Mac Question Here...
Richard is online now

My Apple password ***** ***** by my iphone but not my ipad.

Resolved Question:

My Apple password ***** ***** by my iphone but not my ipad. Any reason why?
Many thanks
Submitted: 2 years ago.
Category: Mac
Expert:  Richard replied 2 years ago.
Thank you for your question, my name is ***** ***** I look forward to assisting you.
Please note, click on Reply to Expert to reply to me, a rating is only needed when we are finished.
On the iPad can you hold the power and home button for about 10 seconds until you see the Apple Logo, then release let buttons and let it restart.
Then see if it now recognises your password.
Let me know the results please
Customer: replied 2 years ago.

Which is the home button?

I had already switched off ipad totally {prior to contacting you} and when it boots up it is back to the signin to icloud message and doesnt accept the password

Expert:  Richard replied 2 years ago.
That is the main button on the front of it Angela, at the bottom of the screen.
This is a different procedure then switching it off.
Let me know the results please
Customer: replied 2 years ago.

Tried that, and it comes back with Sign in to iCloud password ***** before

Expert:  Richard replied 2 years ago.
ok, it may not be getting the correct password ***** it cant connect to the internet.
Try the old password ***** used before on the iPad. Does it accept any of these Angela?
Customer: replied 2 years ago.

Have already tried the different passwords to no avail.

Expert:  Richard replied 2 years ago.
Thanks
You will have to reset the iPad then, there is no other way to remove this.
To do the reset
Connect the iPad to the computer and open itunes
Hold the power and home button down until you see
"iTunes has detected an iPad in recovery mode..."
Click Restore iPad, let this complete and it should now work as you can then set it up again like it was new.
I can also do these steps for you, and have made a request via Additional Services. This is optional, and if you choose to do this, I can, with your permission, remote into your computer while you watch and do all these steps (and deal with any problems that arise during them) for you. Or if you do not choose to take this service, we can continue here. This is no problem at all. Just let me know please.
Let me know the results please
Thank you
Customer: replied 2 years ago.

I'll try and restore and see if that helps.

Please advise the price for this info.

Expert:  Richard replied 2 years ago.
It is nothing more then you already have paid (I do not see that amount)
The additional service is just if you want me to do this for you.
Let me know the results please
Customer: replied 2 years ago.

I have not been told what I have paid. The system asked for a deposit but didnt state what that is.

Expert:  Richard replied 2 years ago.
It displays this when you make it.
But you have to email customer service on
***@******.***
They can then answer this for you as I am only an engineer so do not see this.
Let me know if you have any difficulties please
Customer: replied 2 years ago.

Hi Richard

I just want to confirm that so far I am not having any joy with the ipad.

It has been restored but cannot get anywhere with setting up as still the password *****

I will have to get in touch with Apple themselves and they also charge a fee.

So I am not a happy chappy at present and the deposit I made was £28.00.

Sincerely

Angela

Expert:  Richard replied 2 years ago.
ok Angela, but Apple are only going to do the same things that we are doing
Customer: replied 2 years ago.
I have changed the password ***** it's not accepting plus now my iPhone is not accepting the password. Am now pulling my hair out
Expert:  Richard replied 2 years ago.
Is this for AOL Angela?
Richard and 3 other Mac Specialists are ready to help you
Expert:  Richard replied 2 years ago.
Is the account for AOL Angela?
Customer: replied 2 years ago.

Whats AOL?

I have changed password ***** icloud and it wont accept any passwords I put in on both iphone now and ipad. I cannot set up ipad having restored it as its asking for first password = there must be a way this can be overridden

Expert:  Richard replied 2 years ago.
Just that AOL have an outage so this may be related.
Get it changed on the server, its not going to cost you, call them on 0844(###) ###-####
They need to change the account on the actual server.
I will be waiting here
Let me know the results please
Customer: replied 2 years ago.

Who are AOL?

Expert:  Richard replied 2 years ago.
Its an email service, so if your Apple ID was an email account with them it may have been an issue
its aol.com
Customer: replied 2 years ago.

I have reset password ***** is now accepted by iphone but what should i do with ipad as they require original password. Can one override that somehow?

Expert:  Richard replied 2 years ago.
first, try the new password on the iPad now, is it accepted?
Customer: replied 2 years ago.

Have tried the new password ***** it wants the original in order to unlock the ipad

Expert:  Richard replied 2 years ago.
ok, when you did the reset before, did it complete the entire process?
And you did it via your computer correct?
Customer: replied 2 years ago.

Yes when I reset the ipad it completed everything and then asked me to set up as a new ipad. It wont accept the password ***** it asks for the original password. It says I should ask previous owner for this . (expect this is security). It has told be to go to : support.apple.com/kb/TS4515 which I am doing and its trying to locate my iphone.

Expert:  Richard replied 2 years ago.
ok, then it has been reported as stolen
You need to call 0844(###) ###-####
They need to change the account on the actual server so it can be correctly reset.
I will be waiting here
Let me know the results please
Customer: replied 2 years ago.

Thank you - the gent from Apple has resolved the problem.

All up and running.

Many thanks

Angela

Expert:  Richard replied 2 years ago.
Your welcome Angela
Was it reported stolen? If I may ask
Customer: replied 2 years ago.

No was not reported as stolen. Just had to confirm some security questions and that was all


 


Many thanks