Availability of two-factor authentication for Apple ID
Products AffectedProduct Security, Apple IDWho can turn on two-factor authentication?Account security is a priority at Apple. Our goal is to make the enhanced security of two-factor authentication so integrated and easy to use that we can offer it to virtually everyone that uses our products. To ensure the best experience possible, we're rolling out two-factor authentication gradually.
Two-factor authentication is now available to iCloud users with at least one device that's using iOS 9 or OS X El Capitan or later. Here are the minimum recommended system requirements for all devices that you use with your Apple ID:
Please note that while the vast majority of iCloud users can now turn on two-factor authentication, certain account types may still be ineligible at Apple’s discretion.
Turn on two-factor authentication for your Apple IDThere are two ways to turn on two-factor authentication.
Set up from a new deviceIf you're setting up a new device and two-factor authentication, and you meet all the recommended system requirements, you might see these screens after you sign in during setup assistant.
To proceed, tap Continue and enter a phone number that can be used to receive verification codes when signing in on a new device. After you verify this phone number, two-factor authentication will turn on automatically.
Set up from a device you're already usingIf you're not setting up a new device, make sure that you’re using iOS 9 or later or OS X El Capitan or later on your iOS device or Mac and follow these steps to turn on two-factor authentication.
On your iPhone, iPad, or iPod touch:
Where is two-factor authentication for Apple ID available?You can set up two-factor authentication in these countries or regions. When additional countries or regions are added, a link to turn on two-factor authentication will appear automatically on compatible devices.
- Author: Administrator
- Last Modified: 2017-01-21
- Article: HT205075
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Products AffectedProduct Security, Apple IDWho can turn on two-factor authentication?Account security is a priority at Apple. Our goal is to make the enhanced security of two-factor authentication so integrated and easy to use that we can offer it to virtually everyone that uses our products. To ensure the best experience possible, we're rolling out two-factor authentication gradually.
Two-factor authentication is now available to iCloud users with at least one device that's using iOS 9 or OS X El Capitan or later. Here are the minimum recommended system requirements for all devices that you use with your Apple ID:
- iPhone, iPad, or iPod touch with iOS 9
- Mac with OS X El Capitan and iTunes 12.3
- Apple Watch with watchOS 2
- Apple TV (4th generation) with tvOS
- Windows PC with iCloud for Windows 5 and iTunes 12.3.3
Please note that while the vast majority of iCloud users can now turn on two-factor authentication, certain account types may still be ineligible at Apple’s discretion.
Turn on two-factor authentication for your Apple IDThere are two ways to turn on two-factor authentication.
Set up from a new deviceIf you're setting up a new device and two-factor authentication, and you meet all the recommended system requirements, you might see these screens after you sign in during setup assistant.
To proceed, tap Continue and enter a phone number that can be used to receive verification codes when signing in on a new device. After you verify this phone number, two-factor authentication will turn on automatically.
Set up from a device you're already usingIf you're not setting up a new device, make sure that you’re using iOS 9 or later or OS X El Capitan or later on your iOS device or Mac and follow these steps to turn on two-factor authentication.
On your iPhone, iPad, or iPod touch:
- Go to Settings > iCloud > tap your Apple ID.
- Tap Security.
- At the bottom of your screen, look for a button that says Turn on Two-Factor Authentication.
- Go to Apple () menu > System Preferences > iCloud > Account Details.
- Click Security.
- At the bottom of your screen, look for a button that says Turn on Two-Factor Authentication.
Where is two-factor authentication for Apple ID available?You can set up two-factor authentication in these countries or regions. When additional countries or regions are added, a link to turn on two-factor authentication will appear automatically on compatible devices.
Common questions for two-factor authentication for Apple ID (sgt)
Apple Internal Use Only - Confidential Information - Do Not Disclose ExternallySummaryStarting with the release of OS X El Capitan, Apple will offer an improved security method for customers called two-factor authentication. There are a few common questions and issues you might see.
Products AffectedApple ID
When you use two-factor authentication and enter your Apple ID and password for the first time on a new device, we’ll ask you to verify your identity with a six-digit verification code. This code is displayed automatically on your other devices, or sent to a phone number you trust. Just enter the code to sign in and access your account on the new device.
Two-factor authentication is built right in to iOS 9 and OS X El Capitan. It will gradually be made available to users who meet the system requirements on all the devices they use with their Apple ID.
These are the common questions and issues you might see.
Account RecoveryCustomers can go to appleid.apple.com and follow the “Forgot Apple ID or password” prompt. This will take them to Account Recovery where they can follow the steps in HT204921.
Apple Support can answer a customer's questions about the account recovery process, but can't verify their identity or expedite the process in any way.
Multiple iTunes Store sign in menusIf a customer backs up their device with iTunes in iOS 9 and then enrolls in two-factor authentication, they might see a message to sign in to the iTunes Store multiple times during their device restore. Advise the customer to update their device to iOS 9.0.1
Disabled iCloud KeychainIf the customer hasn't updated their Mac to OS X El Capitan and signs out of Facetime or Messages, their iCloud Keychain will be disabled on all iCloud devices. Advise the customer to turn iCloud Keychain on again. Tap Settings > iCloud and turn Keychain on.
Decorated passwordsIf a customer has two-factor authentication, they might be asked to add a six-digit verification code to the end of their Apple ID password when signing in to certain Apple features. They can get a verification code from a trusted device running iOS 9 or OS X El Capitan, or have it sent to a trusted phone number. After they get the verification code, they'll type their Apple ID password followed by the six-digit verification code directly into the password field.
They might see a message to sign in with a decorated password when they use these features:
If this happens, have the customer follow these steps:
- Author: Lauren Ulrick
- Last Modified: 2017-02-28
- Article: HT205286
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- Security: Internal
- Rating: (18 responses)
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Apple Internal Use Only - Confidential Information - Do Not Disclose ExternallySummaryStarting with the release of OS X El Capitan, Apple will offer an improved security method for customers called two-factor authentication. There are a few common questions and issues you might see.
Products AffectedApple ID
When you use two-factor authentication and enter your Apple ID and password for the first time on a new device, we’ll ask you to verify your identity with a six-digit verification code. This code is displayed automatically on your other devices, or sent to a phone number you trust. Just enter the code to sign in and access your account on the new device.
Two-factor authentication is built right in to iOS 9 and OS X El Capitan. It will gradually be made available to users who meet the system requirements on all the devices they use with their Apple ID.
These are the common questions and issues you might see.
Account RecoveryCustomers can go to appleid.apple.com and follow the “Forgot Apple ID or password” prompt. This will take them to Account Recovery where they can follow the steps in HT204921.
Apple Support can answer a customer's questions about the account recovery process, but can't verify their identity or expedite the process in any way.
Multiple iTunes Store sign in menusIf a customer backs up their device with iTunes in iOS 9 and then enrolls in two-factor authentication, they might see a message to sign in to the iTunes Store multiple times during their device restore. Advise the customer to update their device to iOS 9.0.1
Disabled iCloud KeychainIf the customer hasn't updated their Mac to OS X El Capitan and signs out of Facetime or Messages, their iCloud Keychain will be disabled on all iCloud devices. Advise the customer to turn iCloud Keychain on again. Tap Settings > iCloud and turn Keychain on.
Decorated passwordsIf a customer has two-factor authentication, they might be asked to add a six-digit verification code to the end of their Apple ID password when signing in to certain Apple features. They can get a verification code from a trusted device running iOS 9 or OS X El Capitan, or have it sent to a trusted phone number. After they get the verification code, they'll type their Apple ID password followed by the six-digit verification code directly into the password field.
They might see a message to sign in with a decorated password when they use these features:
- iTunes 12.3 or earlier on their Mac. Downloading OS X El Capitain won't resolve the issue.
- iTunes Version 12.3.3 or earlier on their Windows PC.
- Apple TV with Apple TV 7.2 or earlier.
- Home Sharing. The customer won't see a message that they need to sign in with a decorated password when they try to turn on Home Sharing. They'll see a message that their Apple ID password is incorrect.
- Old OS versions.
If this happens, have the customer follow these steps:
- On the Apple TV, enter their Apple ID password, but don’t submit it.
- Get a code from Settings on their trusted device.
- In the entry field, enter the code immediately after their password.
- Submit the decorated password.
- Make a note of all information regarding the issue. (The operating system, symptoms, etc.)
- Use the Yes and No helpful buttons below. After you click Yes or No, you'll see a comments box.
- Enter your notes in the box you see and submit.
) If the customer purchased their device from the Apple Online Store or Apple Retail Store, they must be able to provide their payment method (cash, credit card, etc.), store location, or receipt/web order number. If the customer can provide one or more of these pieces of information and an approximate date of purchase, continue to section 6B.
purchased from apple store only need date (approximate is ok) name on purchase serial and email and apple store location
purchased from apple store only need date (approximate is ok) name on purchase serial and email and apple store location
This information has been provided by Site Support Engineering
Two Factor Authentication robo call
Question: When the account comes out of recovery, will the ROBO call leave a message if the person does not pickup?.. Is there any way to change the recovery from ROBO call to text message if the customer cannot get into the account.Customer is using her trusted number to get the call(cannot reset by phone because iCloud is logged out of the device, customer has no other devices)
Answer: Calls from account recovery, and with two-factor authentication verification codes, work as they were designed to work. If the customer is not available for a phone call, the automated system will try calling them again later. The system does not leave voice mails. Remember that Apple takes privacy and security seriously; a voice mail might not be either private or secure.
Customers have the option to enter and verify a phone number at which they can be reached, and they select which option (SMS or phone call) Apple should use to contact them. Once that selection is made, it cannot be changed unless the customer cancels account recovery and starts over, requesting recovery again. Customers will need to make sure they provide the best phone number and choose the method accordingly, based on how they can be reached when their Apple ID is ready.
Validity period for Two Factor Authentication text/robo call when account is ready for recovery?
Question: Is there a validity period for the text/phone call customer receives when account recovery is done. Customer according to HT 204921" When your account is ready for recovery, you’ll get a text or call with instructions for regaining access to your account." Do we know how long after the customer receives this text/phone call can he use and try in regaining access to the account?
Answer: We don't have information regarding the exact amount of time after an Account Recovery is complete where the customer can reset their password. It shouldn't be limited to a number of attempts however.
We want to advise the customer to follow the steps to complete their Account Recovery as soon as they can once the instructions are sent. If they go to apple.com/recover or iForgot and they are walked through setting up another Account Recovery, they have waited to long and will need to go through another Account Recovery.
Two Factor Authentication "Reset From Another Device” Option
Question: If a customer goes to iForgot.apple.com to reset an Apple ID password with Two Factor Authentication security type, they will get an option to choose "Reset From Another Device" and would get a message from the website "A message with instructions has been sent to your iPhone". But nothing would appear on their phone or trusted device(s). Why is the device not receiving the pop up message or why is it an option if it doesn't work?
Answer: The customer may have had invalid login sessions in their trusted devices. A good way to tell whether or not a customer has a valid login session is to go to Settings > iCloud and tap on their name. If they get asked for their Apple ID password, then their login session is invalid and the customer wouldn’t get a notification on that device.
Two Factor Authentication: Changing Apple ID password using a trusted device still asking for the current password?Question: If a customer tries to change an Apple ID password using a trusted device, why is still asking for the current password before they can successfully change the Apple ID password?Answer: If a customer disables a passcode on their device or didn't have one setup to begin with, that device is still a trusted device. It is just not eligible to be used to reset the Apple ID's password. The definition of a trusted device is that it can receive verification codes by push notification.
SSE has been passing along feedback about the situation that you have described. The feedback is being taken under advisement, but we are not at liberty to disclose if any changes will be made to the feature.
In some situations a customer is going to have to wait to reset their Apple ID password. That is just how it is. It is not a bad thing that some customers have to wait as that wait is in place for their protection.
Two Factor Authentication robo call
Question: When the account comes out of recovery, will the ROBO call leave a message if the person does not pickup?.. Is there any way to change the recovery from ROBO call to text message if the customer cannot get into the account.Customer is using her trusted number to get the call(cannot reset by phone because iCloud is logged out of the device, customer has no other devices)
Answer: Calls from account recovery, and with two-factor authentication verification codes, work as they were designed to work. If the customer is not available for a phone call, the automated system will try calling them again later. The system does not leave voice mails. Remember that Apple takes privacy and security seriously; a voice mail might not be either private or secure.
Customers have the option to enter and verify a phone number at which they can be reached, and they select which option (SMS or phone call) Apple should use to contact them. Once that selection is made, it cannot be changed unless the customer cancels account recovery and starts over, requesting recovery again. Customers will need to make sure they provide the best phone number and choose the method accordingly, based on how they can be reached when their Apple ID is ready.
Validity period for Two Factor Authentication text/robo call when account is ready for recovery?
Question: Is there a validity period for the text/phone call customer receives when account recovery is done. Customer according to HT 204921" When your account is ready for recovery, you’ll get a text or call with instructions for regaining access to your account." Do we know how long after the customer receives this text/phone call can he use and try in regaining access to the account?
Answer: We don't have information regarding the exact amount of time after an Account Recovery is complete where the customer can reset their password. It shouldn't be limited to a number of attempts however.
We want to advise the customer to follow the steps to complete their Account Recovery as soon as they can once the instructions are sent. If they go to apple.com/recover or iForgot and they are walked through setting up another Account Recovery, they have waited to long and will need to go through another Account Recovery.
Two Factor Authentication "Reset From Another Device” Option
Question: If a customer goes to iForgot.apple.com to reset an Apple ID password with Two Factor Authentication security type, they will get an option to choose "Reset From Another Device" and would get a message from the website "A message with instructions has been sent to your iPhone". But nothing would appear on their phone or trusted device(s). Why is the device not receiving the pop up message or why is it an option if it doesn't work?
Answer: The customer may have had invalid login sessions in their trusted devices. A good way to tell whether or not a customer has a valid login session is to go to Settings > iCloud and tap on their name. If they get asked for their Apple ID password, then their login session is invalid and the customer wouldn’t get a notification on that device.
Two Factor Authentication: Changing Apple ID password using a trusted device still asking for the current password?Question: If a customer tries to change an Apple ID password using a trusted device, why is still asking for the current password before they can successfully change the Apple ID password?Answer: If a customer disables a passcode on their device or didn't have one setup to begin with, that device is still a trusted device. It is just not eligible to be used to reset the Apple ID's password. The definition of a trusted device is that it can receive verification codes by push notification.
SSE has been passing along feedback about the situation that you have described. The feedback is being taken under advisement, but we are not at liberty to disclose if any changes will be made to the feature.
In some situations a customer is going to have to wait to reset their Apple ID password. That is just how it is. It is not a bad thing that some customers have to wait as that wait is in place for their protection.
Activation Lock and Two-Factor Authentication
Version 3
Created by Derek Weise on Dec 22, 2016 2:58 PM. Last modified by Ishah Juntunen on Feb 8, 2017 3:15 PM.
How does activation lock work when your Apple ID has two-factor authentication enabled?
A device is considered to be "Activation Locked" if the customer enabled Find My in Settings > iCloud on the device. If the device is restored using Recovery Mode, the customer will have to enter the Apple ID name and password to activate the device. The customer would only need to know the password for the Apple ID in order to activate the device.
Later in the iOS Setup Assistant, the customer would be asked to sign in with the Apple ID again in order to setup iCloud, iTunes & App Stores, etc. This sign in is the one that would require the customer to provide a verification code that is sent to the trusted devices.
Please see Verification Code Overview to learn how a customer can sign in with the Apple ID in this part of the iOS Setup Assistant if a trusted device is not available.
What if the only trusted device is not functional?
See How can you turn off Find My on a device that is damaged when the Apple ID has two-factor authentication enabled?.
What if the customer forgot their Apple ID password?
See Account Recovery Overview.
Resource:
https://gather.corp.apple.com/docs/DOC-70476
Version 3
Created by Derek Weise on Dec 22, 2016 2:58 PM. Last modified by Ishah Juntunen on Feb 8, 2017 3:15 PM.
How does activation lock work when your Apple ID has two-factor authentication enabled?
A device is considered to be "Activation Locked" if the customer enabled Find My in Settings > iCloud on the device. If the device is restored using Recovery Mode, the customer will have to enter the Apple ID name and password to activate the device. The customer would only need to know the password for the Apple ID in order to activate the device.
Later in the iOS Setup Assistant, the customer would be asked to sign in with the Apple ID again in order to setup iCloud, iTunes & App Stores, etc. This sign in is the one that would require the customer to provide a verification code that is sent to the trusted devices.
Please see Verification Code Overview to learn how a customer can sign in with the Apple ID in this part of the iOS Setup Assistant if a trusted device is not available.
What if the only trusted device is not functional?
See How can you turn off Find My on a device that is damaged when the Apple ID has two-factor authentication enabled?.
What if the customer forgot their Apple ID password?
See Account Recovery Overview.
Resource:
https://gather.corp.apple.com/docs/DOC-70476
Trusted Phone Number Overview
Version 5
Created by Derek Weise on Dec 22, 2016 2:41 PM. Last modified by Ishah Juntunen on Feb 8, 2017 3:06 PM.
When two-factor authentication is setup, a customer must provide a trusted phone number. A trusted phone number is a phone number that can be used to receive verification codes either by SMS or automated phone call. While only one trusted phone number is required, customers are encouraged to add any other phone number that they have as a trusted phone number.
A trusted phone number can be a landline or a cellular phone.
How can a trusted phone number be added or removed?
Trusted phone numbers can be managed in three different ways. Each method requires that the customer enter a verification code that is sent to the phone number that is entered. The trusted phone number will only be saved to the Apple ID after the code is entered.
iOS
To add a trusted phone number...
Note: When the customer enters the verification code, the phone number will be verified. If the customer leaves this screen or taps Cancel, then the phone number will be listed in the Trusted Phone Number section in an Unverified state. The phone number will only become "trusted" once it has been verified.
To remove a trusted phone number...
Note: The "Remove Phone Number" option will only be available if the customer has two or more verified trusted phone numbers on file.
macOS
To add a trusted phone number...
Note: When the customer enters the verification code, the phone number will be verified. If the customer leaves this screen or taps Cancel, then the phone number will be listed in the Trusted Phone Number section in an Unverified state. The phone number will only become "trusted" once it has been verified.
To remove a trusted phone number...
Note: The - option below the Trusted Phone Number box will only be active if the customer has two or more verified trusted phone numbers on file.
appleid.apple.com
To add a trusted phone number...
Note: When the customer clicks Verify, the phone number will be saved as a trusted phone number. If Cancel is clicked, then the phone number is not going to be saved.
To remove a trusted phone number...
Note: The X will only be visible if the customer has two or more verified trusted phone numbers on file.
What if the trusted phone number is not recognized by the customer?
In order for a customer to submit an account recovery request, they have to confirm the trusted phone number. Only the last two digits of the trusted phone number will be provided as a hint. If the customer does not recognize the last two digits of the trusted phone number, the customer may be able to see the full trusted phone number by navigating to the following locations on their trusted devices:
iOS: Settings > iCloud > [account] > Password & Security
macOS: System Preferences > iCloud > Account Details > Security
There are a few reasons that a customer may have an unfamiliar trusted phone number on their Apple ID.
Resource:
https://gather.corp.apple.com/docs/DOC-70475
Version 5
Created by Derek Weise on Dec 22, 2016 2:41 PM. Last modified by Ishah Juntunen on Feb 8, 2017 3:06 PM.
When two-factor authentication is setup, a customer must provide a trusted phone number. A trusted phone number is a phone number that can be used to receive verification codes either by SMS or automated phone call. While only one trusted phone number is required, customers are encouraged to add any other phone number that they have as a trusted phone number.
A trusted phone number can be a landline or a cellular phone.
How can a trusted phone number be added or removed?
Trusted phone numbers can be managed in three different ways. Each method requires that the customer enter a verification code that is sent to the phone number that is entered. The trusted phone number will only be saved to the Apple ID after the code is entered.
iOS
To add a trusted phone number...
- Navigate to Settings > iCloud > [account] > Password & Security.
- Tap Add a Trusted Phone Number.
- Choose the country code for the phone number.
- Enter the phone number.
- Choose if you want to receive the verification code by text message or by phone call and tap Send.
- Enter the verification code.
Note: When the customer enters the verification code, the phone number will be verified. If the customer leaves this screen or taps Cancel, then the phone number will be listed in the Trusted Phone Number section in an Unverified state. The phone number will only become "trusted" once it has been verified.
To remove a trusted phone number...
- Navigate to Settings > iCloud > [account] > Password & Security.
- Tap on the trusted phone number you want to remove.
- Tap Remove Phone Number.
- Tap Remove in the prompt to confirm the removal of the trusted phone number.
Note: The "Remove Phone Number" option will only be available if the customer has two or more verified trusted phone numbers on file.
macOS
To add a trusted phone number...
- Navigate to System Preferences > iCloud > Account Details > Security. (You may be asked to enter your Apple ID's password.)
- Click the + at the bottom of the Trusted Phone Numbers box.
- Choose the country code for the phone number.
- Enter the phone number.
- Choose if you want to receive the verification code by text message or by phone call and click Continue.
- Enter the verification code and click Continue.
Note: When the customer enters the verification code, the phone number will be verified. If the customer leaves this screen or taps Cancel, then the phone number will be listed in the Trusted Phone Number section in an Unverified state. The phone number will only become "trusted" once it has been verified.
To remove a trusted phone number...
- Navigate to System Preferences > iCloud > Account Details > Security. (You may be asked to enter your Apple ID's password.)
- Click on the trusted phone number you want to remove.
- Click the - at the bottom of the Trusted Phone Numbers box.
- Click Remove in the prompt to confirm the removal of the trusted phone number.
Note: The - option below the Trusted Phone Number box will only be active if the customer has two or more verified trusted phone numbers on file.
appleid.apple.com
To add a trusted phone number...
- Go your appleid.apple.com.
- Enter your Apple ID and password, then hit Return on your keyboard.
- Click Edit in the Security section.
- Click Add a Trusted Phone Number.
- Choose the country code for the phone number.
- Enter the phone number.
- Choose if you want to receive the verification code by text message or by phone call and click Continue.
- Enter the verification code and click Verify.
Note: When the customer clicks Verify, the phone number will be saved as a trusted phone number. If Cancel is clicked, then the phone number is not going to be saved.
To remove a trusted phone number...
- Go your appleid.apple.com.
- Enter your Apple ID and password, then hit Return on your keyboard.
- Click Edit in the Security section.
- Click the X to the right of the trusted phone number you would like to remove.
- Click Remove in the prompt to confirm the removal of the trusted phone number.
Note: The X will only be visible if the customer has two or more verified trusted phone numbers on file.
What if the trusted phone number is not recognized by the customer?
In order for a customer to submit an account recovery request, they have to confirm the trusted phone number. Only the last two digits of the trusted phone number will be provided as a hint. If the customer does not recognize the last two digits of the trusted phone number, the customer may be able to see the full trusted phone number by navigating to the following locations on their trusted devices:
iOS: Settings > iCloud > [account] > Password & Security
macOS: System Preferences > iCloud > Account Details > Security
There are a few reasons that a customer may have an unfamiliar trusted phone number on their Apple ID.
- The customer shares the Apple ID or a trusted device with another person.
- If the customer shares the Apple ID with other people, it is possible that one of those people enabled two-factor authentication without informing the accountholder. In this case, the trusted phone number likely belongs to this other person. The customer should compare the last two digits of the trusted phone number with the last two digits of the phone numbers of friends, family, or co-workers they share the Apple ID or devices with. The customer can also check with the people they share the Apple ID with to see if they know the trusted phone number. The trusted phone number could also be a work/office phone number or a phone number that the customer used with iMessages/FaceTime.
- The customer ported their phone number to a new carrier when setting up an iPhone or when getting a new iPhone.
- When you port your phone number between carriers, you are assigned a temporary phone number by the new carrier. If the customer setup their iPhone or got a new iPhone at this time and setup two-factor authentication while setting up the device, the temporary number could get verified as the trusted phone number. The temporary phone number should be in the paperwork that the carrier provided when the number was ported.
Resource:
https://gather.corp.apple.com/docs/DOC-70475
Turn off Find My on a damaged device with Two-Factor Authentication enabled
Version 4
Created by Derek Weise on Dec 1, 2016 9:49 AM. Last modified by Ishah Juntunen on Feb 8, 2017 3:14 PM.
Scenario
If a customer's Apple ID has two-factor authentication enabled, they are asked for a verification code that is sent to the trusted device when signing in to icloud.com or any other Apple service. If the device is currently non-functional, the customer is not able to turn off Find My on the device in order to get it repaired. When the customer signs in to icloud.com, they are asked for a verification code to sign in, but they cannot receive it because the non-functional device is their only trusted device and also receives the SMS / phone calls that go to the trusted phone number.
Issue
How can the customer remove the device from Find My to get it repaired, if the customer cannot provide the needed verification code when signing into icloud.com?
Solution
As long as the customer knows the password for their Apple ID, they can simply remove the device from Find My, by powering off the affected device so that it appears offline, then going to icloud.com, signing in with the Apple ID, then when asked for a verification code, click the icon for Find My iPhone. This will allow the customer to proceed with removing the device as outlined in iCloud: Remove your device from Find My iPhone without needing to enter a verification code that is sent to the trusted device or trusted phone number.
Alternatively, if the customer is able to receive phone calls on the device, they can receive the needed verification code by phone call. All the customer would need to do is click the "Didn't get a verification code?" link, then choose "Text Me". The customer can then click "Didn't get the verification code?" again, then choose "Call Me". That will force the verification code to be sent to the trusted phone number by automated voice call.
Version 4
Created by Derek Weise on Dec 1, 2016 9:49 AM. Last modified by Ishah Juntunen on Feb 8, 2017 3:14 PM.
Scenario
If a customer's Apple ID has two-factor authentication enabled, they are asked for a verification code that is sent to the trusted device when signing in to icloud.com or any other Apple service. If the device is currently non-functional, the customer is not able to turn off Find My on the device in order to get it repaired. When the customer signs in to icloud.com, they are asked for a verification code to sign in, but they cannot receive it because the non-functional device is their only trusted device and also receives the SMS / phone calls that go to the trusted phone number.
Issue
How can the customer remove the device from Find My to get it repaired, if the customer cannot provide the needed verification code when signing into icloud.com?
Solution
As long as the customer knows the password for their Apple ID, they can simply remove the device from Find My, by powering off the affected device so that it appears offline, then going to icloud.com, signing in with the Apple ID, then when asked for a verification code, click the icon for Find My iPhone. This will allow the customer to proceed with removing the device as outlined in iCloud: Remove your device from Find My iPhone without needing to enter a verification code that is sent to the trusted device or trusted phone number.
Alternatively, if the customer is able to receive phone calls on the device, they can receive the needed verification code by phone call. All the customer would need to do is click the "Didn't get a verification code?" link, then choose "Text Me". The customer can then click "Didn't get the verification code?" again, then choose "Call Me". That will force the verification code to be sent to the trusted phone number by automated voice call.
study photo stream what is is and effect o turning off photo library
check two factor entering passcode of other device instead of verification code
need too study how to change applied temporarily to a non existing applied
in 2fa If applied is disabled for security then it will ask for applied password again. So in cases where cx forgot password only option is account recovery
even if pressing allow on two factor popup hacker cannot access
APPLE ID NOTES
in situation where cx does not know apple id
use serial number to see name of device
you can also manually search the rescue email of another known apple id of the cx in the event that the rescue email is associated with multiple apple id's
find my phone shows the name of device iphone but this is only after getting a likely suspect for the apple id name
malamang nga dis associate apple id from phone dahil kung baguhin apple id
yung mga cases na company supplied phone baka personal apple id yung naka sign in at magkar
Hi ,
Thanks for sending the proof of purchase for this product:
Product: RFB IPHONE 6 PLUS GOLD 16GB-PPN
Serial number: censored
After reviewing the provided documentation, we unlocked the product.
If you need help, use Contact Apple Support to start your support request online and get connected to an expert:
Contact Apple Support
http://www.apple.com/support/contact
For more information on Find My iPhone Activation Lock in iOS 7, see this article:
iCloud: Find My iPhone Activation Lock in iOS 7
http://support.apple.com/kb/HT5818
For more information on how to perform a recovery-mode restore, see this article:
iOS: Unable to update or restore
https://support.apple.com/HT201263
Warning: When you restore the device and remove the current Apple ID, all data associated with that Apple ID will be deleted from the device and will not be restored when you set up a different Apple ID. This includes, but is not limited to, iTunes and App Store purchases, content stored in iCloud, and any iMessage conversations.
Please contact us by phone if you have any other issues or questions. To find the right phone number, see this article:
http://support.apple.com/kb/HE57
Thanks for contacting AppleCare.