Forgot Apple ID Password

Customers reguarly forget their Apple ID passwords. This is a problem becaue “Find My” MUST be turned off in order for us to create the Apple repair.

Getting started

1. Inform the customer that we will not be able to move forward in the check in process until Find My is turned off. “Find My” MUST be turned off in order for us to create the Apple repair.
2. There are three ways to fix this issue:
   1. They can reset their password through the device they are currently using by selecting “Forgot Password”
   2. They can attempt to reset it over the phone by calling apple at 1-800-MY-APPLE
   3. We can set them up with a Quick Help, sit down with them, and _attempt_ to reset the password for them.
3. Once the customer has retrieved or reset their password, resume the procedure from where you left off.

Reset through a trusted device

A trusted device is any device that is fully signed into an Apple ID. This means that if a customer is locked out of one of their devices, they can reset their Apple ID password by going to another Apple product the customer owns.

1. Open Settings
2. Click on their name at the top
3. Click on Password & Security
4. Click Change Password

Apple Phone Support

The Apple Support number (1-800-275-2273) is a free phone line that customers can call to get help resetting their passwords. If the password is not easy to reset (like useing the Reset Through A Trusted Device Section) position this option to customers.

Quick Helps

We can sit down with customers to try and go through the full process of resetting their password. This needs to be done in a quick help. If they agree you can go through this website.

An additional tip is, if you can not get into the Password & Security section in settings because it asks for a password, just input a wrong password 3 times and it will promt you with a "Reset Password" option. You can follow the questions it asks to try and reset the password that way.