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Tell HN: Lost access to my Apple account even though I have the password

by edp on 7/27/22, 5:48 PM with 29 comments

Hi HN,

I'm trying to access my Apple account for the first time in years. I have the email and password in my password manager, but apparently Apple recently got 2 factor authentication mandatory. Problem is, right now, the second factor is security questions to which I don't have the answers (I probably entered random gibberish years ago).

I tried to reset them, but Apple asks me for at least one answer to a security question. I got on a chat with the support, and they can't do anything, except telling me to create another account.

I therefore lost access to everything I "bought" on iTunes and the App Store even if I have the correct login and password for my account.

How is this acceptable ? Of course, the support told me that my data is secure ... so secure I cannot access it !

  • by Tagbert on 7/27/22, 7:27 PM

    Do you have access to an Apple Store? If so, try to setup a Genius Bar reservation and talk to someone there. if you can't setup a reservation due to needing an Apple ID, just go into the store and see if someone can help you.

    It may be difficult since this is a classic way to take over an account through phishing and they have been trying to block that kind of thing.

    I hate those security questions because, if you answer with real data, it can be guessed by others. If you answer with gibberish, then you need to document your answers and store them like passwords.

  • by mixmastamyk on 7/27/22, 10:23 PM

    Similar happened to me the other day with Google. Tried to log in for the first time in a few years. Browser has correct login name and password. Upon login, they demand a phone number to text a code to. Aren't getting it.

    That was rather disturbing, and then to pour some salt on the wound, they sent an email to my inbox with the text, "someone has tried to login with your password!" Thanks. :-/

  • by rantallion on 7/27/22, 10:17 PM

    > How is this acceptable ? Of course, the support told me that my data is secure ... so secure I cannot access it !

    Well, this is kind of the point. You may or may not remember that mere weeks before Apple rather forcefully encouraged people to set up 2FA, numerous female celebrities had their accounts breached and rather personal images leaked to the world.

    When you were prompted to set up 2FA, you were given warnings (on multiple screens, no less) that no-one can help you recover the account if you lose the details. I believe there was also a single chance to save recovery codes, though I'm not sure if the process has changed in the time that has since passed.

    This one's on you. Apple support aren't going to get you back in to an account for which you cannot provide the security answers. Those were your proof that you are indeed you.

  • by matvp on 7/27/22, 7:25 PM

    Give their chat another try. I went through the same a while back and they reset my password.

  • by exolymph on 7/27/22, 7:28 PM

    > Problem is, right now, the second factor is security questions to which I don't have the answers (I probably entered random gibberish years ago).

    Cold comfort now, but... don't do that.

    Try to keep escalating the issue. Maybe go in person to an Apple store?

  • by olliej on 7/28/22, 1:39 AM

    How else do you think 2FA is meant to work? If you could simply bypass it that defeats the point of 2FA. The question should really be why you would put random gibberish in for your 2FA answers: at the very least they should be systematic responses.