My son’s phone is broken and he cannot turn it on. He received his new phone, but is not able to back it up because it’s sending the authentication code to his broken phone and doesn’t let him add a different number. Please help!
If you can’t sign in, reset your password, or receive verification codes, you can request account recovery to regain access to your account. Account recovery is an automatic process designed to get you back in to your account as quickly as possible while denying access to anyone who might be pretending to be you. It might take a few days or longer, depending on what specific account information you can provide to verify your identity.
Question two: Is this different than Apple’s current two-step verification feature?
Yes. Two-factor authentication is built directly into iOS, macOS, tvOS, watchOS, and Apple’s web sites. It uses different methods to trust devices and deliver verification codes, and offers a more streamlined user experience. You need two-factor authentication to use certain features that require improved security. The older two-step verification feature continues to work separately for users who are already enrolled.
Question three: Can I turn off two-factor authentication after I’ve turned it on?
If you already use two-factor authentication, you can no longer turn it off. Certain features in the latest versions of iOS and macOS require this extra level of security, which is designed to protect your information. If you recently updated your account, you can unenroll for two weeks. Just open your enrollment confirmation email and click the link to return to your previous security settings.
Question four: Do I still need to remember any security questions?
No. With two-factor authentication, you don’t need to remember any security questions. We verify your identity exclusively using your password and verification codes sent to your trusted devices and phone numbers. When you enroll in two-factor authentication, we keep your old security questions on file for two weeks in case you need to return your account to its previous security settings. After that, they’re deleted.
Question five: Can Apple Support help me regain access to my account?
Apple Support can answer your questions about the account recovery process, but can’t verify your identity or expedite the process in any way.