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Richard, Electronics Engineer
Category: Mobile Phones
Satisfied Customers: 44732
Experience:  Avid repairer and trouble shooter of Cell Phones
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Last week my iphone4 told to connect to itunes a get download

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Last week my iphone4 told to connect to itunes a get download updates. This I did. It then told me that the phone was being returned to factory settings and would allow me no access. As my ID should be my e-mail address and I have asked for and got a replacement password XXXXX have all the purchase paperwork. - where do I go from here. How do I activate the damn thing - on the point of screaming


Ian Downing
Thank you for your question, my name is XXXXX XXXXX 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.

What exactly is showing on your iPhone now Ian?
Customer: replied 3 years ago.

Hello screen. then request for ID and password

Thank you

What happens when you now enter the ID and Password XXXXX?

Customer: replied 3 years ago.

It says incorrect ID and/or password. I am right right in thinking my ID should be my e-mail address

you are right.

But we make sure you have the right details.

On your computer, click on my link below please and tell me if you can sign in there.

Customer: replied 3 years ago.

Tells me to set up icloud on a device

ok, now try to sign into the iPhone.

Does it still say invalid password XXXXX username?

Customer: replied 3 years ago.



You will have to reset the iPhone.

To do the reset

Connect the phone to the computer and open itunes

Hold the power and home button down until you see

"iTunes has detected an iPhone in recovery mode..."

Click Restore Phone, let this complete and tell me if it now works correctly.

Let me know the results please

Thank you
Customer: replied 3 years ago.

Becoming a bit thick. Which power and home button

On the iPhone the power button is what turns the screen off and on (top right) and the home button is the button on the front with the square on it (the only button).

Let me know if you have any difficulties please
Customer: replied 3 years ago.

Underway. But this is where the problem started

yes, but I want you to do the restore in the manner I instructed as this is a different method.

Let me know the results please

Customer: replied 3 years ago.

This apparently went well and I was told I had been returned to factory settings. But now I cannot log into itunes and I am told my ID cannot be used to reset the iphone



ok, it looks like the account has been blocked.

If you make a new one here

you will need to use a different email address.

If you create another account, can you use this one on the phone?
Customer: replied 3 years ago.

I am relaxed although all my peronal, business and banking goes through the current e-mail address. I guess with the reset I have lost mt telecom Dir and my e-banking app.


Where do I get a second email address from - my ISP

You can get one from Google for free here Ian

But dont worry, we can still add the email account to the phone for emailing, it is just for registering the phone.

the apps you can download again.

Let me know the results please
Customer: replied 3 years ago.

Ta muchly


I'll have a go.



Thanks Ian.

Let me know the results please

Customer: replied 3 years ago.

I am at a loss. Have created new email account and verified it. But neither the iphone nor itunes will let me in.

whats the message you get when you try to sign in at

Customer: replied 3 years ago.

As previously new email produces same result as previous "this ID (email) cannot be used to unlock this phone.


I asked you to go to

and tell me if you can sign in there with this new account please.

Customer: replied 3 years ago.


and? You could sign in?
Customer: replied 3 years ago.

Where are we


I have new ID and password XXXXX phone refuses me access. itunes will not let me into iphone suite either


I thought I had icloud access but now I get a in DLL error



Still I am not clear sorry.

go to

and tell me if you can sign in there with this new account please.

Thats all we do at this moment.

Customer: replied 3 years ago.

Yes got a little way but blocked that said my ID must be used to set up on an iOS before I can use icloud

ok thanks

Now in iTunes, are you signed in with the old account?
Customer: replied 3 years ago.

Got as far as login then an icloud connection error



Do you have another computer to do this on?
Customer: replied 3 years ago.

No But I guess since I am on a 2 year contract going back to the shhop and telling them to give me a phone that works.



ok, but the problem is not the phone, but your account Ian. But that can also be corrected directly on the server at an Apple Store.

Or if you can get hold of another computer you can do it on this.

I marked this question to never close, so you can just return here at any time if you have problems still.

If you have continued problems, or would like any additional information or assistance, please do not hesitate to let me know.

And if you can take a second to rate my service, that would be greatly appreciated.

Thank you
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