my mother's ipad trouble

sneekymum

Mother (very aged but savy at 80+) has locked herself out of her ipad. (OK not that savy).

She does not know her Apple ID/username or password. She cannot remember the answers to the security questions.

She went to the Apple shop. They arranged for Support to phone her at my house. I was guided to the webpage (on my laptop) where they wanted my mother to input her usename and password. Which is what she doesn't have. "Ok then, she can answer the security questions". Except she can't.

Apple even sent me an email asking me to rate their Support service. That's a zero out of ten.

We just rang one of those unlock-your-phone shops. The expert suggested popping it in the bin and buying an android.

Any other suggestions before we try that?

R34GTT

Does she know her email address and/or the one used to create her Apple ID?

wiogs

sneekymum wrote: »

Mother (very aged but savy at 80+) has locked herself out of her ipad. (OK not that savy).

She does not know her Apple ID/username or password. She cannot remember the answers to the security questions.

She went to the Apple shop. They arranged for Support to phone her at my house. I was guided to the webpage (on my laptop) where they wanted my mother to input her usename and password. Which is what she doesn't have. "Ok then, she can answer the security questions". Except she can't.

Apple even sent me an email asking me to rate their Support service. That's a zero out of ten.

We just rang one of those unlock-your-phone shops. The expert suggested popping it in the bin and buying an android.

Any other suggestions before we try that?

Helpful - not and best avoided then.

Can she do a reset and start all over again?

gjchester

sneekymum wrote: »

She went to the Apple shop. They arranged for Support to phone her at my house. I was guided to the webpage (on my laptop) where they wanted my mother to input her usename and password. Which is what she doesn't have. "Ok then, she can answer the security questions". Except she can't.

Apple even sent me an email asking me to rate their Support service. That's a zero out of ten.

With respect if she cannot remember the security details then how would Apple know its really her, it could be anyone tryign to get into the device.

You need to enter the Apple ID/Password to buy any app, would asking her about that help?

Failing that a reset is probably the best way, however if it needs a full factory reset you need the iCloud details to log back on to it, again its a security measure, if anyone can get around them without knowing valid security details then its not a effective security measure...

bubblehelp

The solution is simple though you will loose the data and apps.

If you knew the password / user name you could get the apps back from the apple store. However for now you need to use the ipad.

In order to get it going again so you can use it, you will need to use the recovery mode.

This will delete everything.

Turn your iPad off.

Hold down the Home button and plug it into your computer. Keep holding the Home button until you see a screen telling you to connect to iTunes.

iTunes should show you a popup saying that there is an iPhone or iPad that is in Recovery Mode and needs to be restored before you can use it.

Click OK.

Click on Restore iPad


Also I have done this with a new itunes account new user/password just to get the ipad reset.

good luck

sneekymum

The man at the phone shop said he could reset it but it still wouldn't work.

It sort of looks like it's working. It switches on and you can get onto the internet. But as soon as you navigate off your home page it shuts the internet down and you're back on the desk top.

She does have an email address - but doesn't know the password as the emails came straight to the desktop. (If that's the correct term?).

Yes. She could be a random person who stole an ipad. But the people in the Apple shop do remember selling it to her.

The man in the phone shop is someone we've taken laptops and phones to to be mended over the last few years. I'm inclined to trust him. But it's unreal that nothing can be done.

I'd never buy an Apple product.

Mother has never bought any apps. She takes photos and sends them by email. She watches Youtube videos and reads the BBC news. That's all really.

sneekymum

R34GTT wrote: »

Does she know her email address and/or the one used to create her Apple ID?

Yes, but not the password for it.

wiogs

sneekymum wrote: »

The man at the phone shop said he could reset it but it still wouldn't work. I would doubt him

It sort of looks like it's working. It switches on and you can get onto the internet. But as soon as you navigate off your home page it shuts the internet down and you're back on the desk top. Is it really connected or is this just a cached page perhaps?

She does have an email address - but doesn't know the password as the emails came straight to the desktop. (If that's the correct term?).
You can log on to another device and ask Apple to reset the password and send it to the email

Yes. She could be a random person who stole an ipad. But the people in the Apple shop do remember selling it to her.

The man in the phone shop is someone we've taken laptops and phones to to be mended over the last few years. I'm inclined to trust him. I wouldn't in this case But it's unreal that nothing can be done.

I'd never buy an Apple product. Nothing wrong with Apple products generally, usually great support too.

Mother has never bought any apps. She takes photos and sends them by email. She watches Youtube videos and reads the BBC news. That's all really.

Get her password reset for starters

wiogs

sneekymum wrote: »

Yes, but not the password for it.

She knows her email but not the passwords for that email?

Which kind of !!!!!!s up my earlier post suggestion

sneekymum

bubblehelp wrote: »

The solution is simple though you will loose the data and apps.

If you knew the password / user name you could get the apps back from the apple store. However for now you need to use the ipad.

In order to get it going again so you can use it, you will need to use the recovery mode.

This will delete everything.

Turn your iPad off.

Hold down the Home button and plug it into your computer. Keep holding the Home button until you see a screen telling you to connect to iTunes.

iTunes should show you a popup saying that there is an iPhone or iPad that is in Recovery Mode and needs to be restored before you can use it.

Click OK.

Click on Restore iPad


Also I have done this with a new itunes account new user/password just to get the ipad reset.

good luck

Will have to get her to bring it round and we'll try that. Actually it sounds familiar. We might have tried that. I think the wall we hit was that she doesn't have an itunes account. We've been working on this since before Christmas.

sneekymum

It is looking a little bleak. I thought she was doing really well getting stuck into technology. But this is a major setback. We always assume that there's some remedy when we forget passwords.