User profile for user: nh_ftzz
nh_ftzz Author
User level: Level 1
4 points

"Do Not Know Your Passcode?" error - Can't reset apple account password, tried everything

I am currently locked out of my apple account. This is also preventing me from wiping my phone for trade-in, as I can't turn off FindMy. The only reason I can access my apple account here is because I'm able to sign in on PC using passkey. It is an iPhone 15 and iOS 26.


Stages of error:

  • Attempt to sign into apple acount. Don't know passWORD. PassCODE for the device is known.
  • Tap "forgotten password"
  • Code is sent to trusted phone number. I enter this.
  • "Enter passcode for your other iPhone" message appears. I do not own another iPhone. There is no other iPhone on my account. My previous iPhone (now sold and removed from account) used the same passcode as my current phone.
  • I enter my current (and only) passcode. This is correct. I am able to use it to unlock my phone.
  • "Do Not Know Your Passcode?" message appears, as if passcode was incorrect, prompting me to begin reset process. I have completed this process multiple times, providing bank info, personal info, card info. I never receieve a follow up email after any period of time. I cannot reset my password.
  • Sometimes the settings application closes at this point, with a pop-up saying "Unknown Error."
  • My phone is useless. I cannot access information, download apps, update apps (meaning I can't use most apps) access or change subscriptions ect. I cannot reset it to sell and get a new phone. I am locked out of all apple features but not allowed to reset the phone.


Is there any fix for this, or can apple intervene in some way?

iPhone 15

Posted on Nov 3, 2025 7:13 AM

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User profile for user: Limnos
Limnos
User level: Level 10
427,055 points

Posted on Nov 3, 2025 7:50 AM

The people on this site are users like yourself. This is not official Apple support.


If you don't receive your verification or reset email, read this Apple Support article: If you didn’t receive your verification or reset email - Apple Support

Also check your junk mail.


If you find you can’t sign in, reset your password, or receive verification codes, you can request account recovery (read this support article: How to use account recovery when you can’t reset your Apple Account password - Apple Support ) to regain access to your account. Account recovery might take a few days or longer, depending on the specific account information you can provide to verify your identity. This is a multi-step process. More detail in —> Activation Lockout Issues - Apple Community and My Apple ID is locked, how do I fix it? - Apple Community


Apple can completely reset a device if a person can provide sufficient evidence of valid ownership. Read the requirements and steps for an Activation Lock support request at: https://al-support.apple.com/#/additional-support Apple says you need to have "proof of purchase documentation” and “proof of ownership documentation”, but does not detail what currently constitutes proof other than it “must include the product serial number, IMEI or MEID.” User reports on this community indicate that typically Apple will ONLY accept an original receipt issued by Apple or an Apple Authorized Reseller. Presumably this is the only kind Apple can authenticate against fraud since Apple is not involved in third party sales. Apple recommends that you "Keep your receipt after you buy an Apple device" --> Keep your receipt after you buy an Apple device - Apple Support


If Apple resets the device this will give you access to the device but won't restore access to the account used to lock it. There is nothing that can be done to expedite an Activation Lock request.


To speak with Apple about this, refer to this page for Apple Support for different countries ➔

Choose your country or region - Official Apple Support

Select your country (if you do not see your country, also look for "other" in regions; e.g., "Other Africa"), then "Choose a product". Click the "show" item under each category for more selections. If you don't see one that handles your issue then keep experimenting with selections until you reach one that gets you a chat session or a telephone call and get the representative to redirect you.


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2 replies
Question marked as Top-ranking reply
User profile for user: Limnos
Limnos
User level: Level 10
427,055 points

Nov 3, 2025 7:50 AM in response to nh_ftzz

The people on this site are users like yourself. This is not official Apple support.


If you don't receive your verification or reset email, read this Apple Support article: If you didn’t receive your verification or reset email - Apple Support

Also check your junk mail.


If you find you can’t sign in, reset your password, or receive verification codes, you can request account recovery (read this support article: How to use account recovery when you can’t reset your Apple Account password - Apple Support ) to regain access to your account. Account recovery might take a few days or longer, depending on the specific account information you can provide to verify your identity. This is a multi-step process. More detail in —> Activation Lockout Issues - Apple Community and My Apple ID is locked, how do I fix it? - Apple Community


Apple can completely reset a device if a person can provide sufficient evidence of valid ownership. Read the requirements and steps for an Activation Lock support request at: https://al-support.apple.com/#/additional-support Apple says you need to have "proof of purchase documentation” and “proof of ownership documentation”, but does not detail what currently constitutes proof other than it “must include the product serial number, IMEI or MEID.” User reports on this community indicate that typically Apple will ONLY accept an original receipt issued by Apple or an Apple Authorized Reseller. Presumably this is the only kind Apple can authenticate against fraud since Apple is not involved in third party sales. Apple recommends that you "Keep your receipt after you buy an Apple device" --> Keep your receipt after you buy an Apple device - Apple Support


If Apple resets the device this will give you access to the device but won't restore access to the account used to lock it. There is nothing that can be done to expedite an Activation Lock request.


To speak with Apple about this, refer to this page for Apple Support for different countries ➔

Choose your country or region - Official Apple Support

Select your country (if you do not see your country, also look for "other" in regions; e.g., "Other Africa"), then "Choose a product". Click the "show" item under each category for more selections. If you don't see one that handles your issue then keep experimenting with selections until you reach one that gets you a chat session or a telephone call and get the representative to redirect you.


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User profile for user: nh_ftzz
nh_ftzz Author
User level: Level 1
4 points

Dec 14, 2025 9:29 AM in response to Limnos

Thanks for trying to help me. I understand the people here are users - I tried Apple support many times first but they were unable to assist so I tried here as a last resort. I have tried password recovery but I never get any followup emails - I am able to provide all requested info and it says to expect an email within 24 hours but this never arrives. I think there must be a problem within the software or recovery process itself. It is unfortunate as I now have an iPhone and a recently rediscovered iPad which are useless, which in this economy is not great, but I don't think there is anyone left to ask for help. Thanks for trying to assist

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"Do Not Know Your Passcode?" error - Can't reset apple account password, tried everything

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