Unable to reset secondary Apple ID password

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Level 1

4 points

Unable to reset secondary Apple ID password

Need help reseting a secondary apple account password.

Help, I'm in password reset ****.

We purchased my wife a new iPhone and were in the process of setting up the new phone. She has one apple account for all iCloud and general apple things, and a second apple account account for applications. This was setup years ago. In trying to get her apps to install on the new phone, it asked her to sign into the secondary apple id. We don't have the password.

We went through the reset process, got a code sent to phone, got code sent to email address. Then got an email that said more instructions would be sent in 24 hours. At 24 hours, we got a date and time for when the password would be reset and to expect a call, text, or email with instructions. The time was for 4 days later at 1am in the morning. That time came and went, no call, email, or text. Still unable to reset the password.

I've gone through the iforgot.apple.com site, I get a passcode on my phone, and passcode in email, then to reset the password it asks me to first login with the account that I need to reset. I can click forgot password and it starts the whole process over. We've tried using someone else's device. I'm not sure what to do, I've been through this twice. The apple store won't take password reset issues, calling support wants to go through the iforgot process again and again. Is there anything else that can be done?

Posted on Dec 9, 2025 9:12 AM

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Answer 1

Top-ranking reply

shoeluvr13

Level 6

18,529 points

Dec 10, 2025 1:41 PM in response to Swift1V

If account recovery has started, but it’s canceling mid process make sure during the wait period make sure you are carefully following “After you start account recovery“ at How to use account recovery when you can’t reset your Apple Account password - Apple Support

“If you started your account recovery in Settings, System Settings, or the Apple Support app, you can continue to use that specific device during the account recovery period.
Regardless of how you started the account recovery request, you should turn off all other devices that are currently signed in with your Apple Account until account recovery is complete. If your Apple Account is in use during your request, your account recovery will be cancelled automatically.
If you started your account recovery request with iforgot.apple.com through your device’s browser, you should avoid using that device during this period. If possible, turn that device off. Using that device might cancel account recovery. "

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Answer 2

shoeluvr13

Level 6

18,529 points

Dec 9, 2025 1:05 PM in response to Swift1V

You’ll need to do account recovery again, only option for password reset. Unless she deletes all apps downloaded and starts using just her iCloud as her only Apple account and downloads the apps again.

”If you don’t receive the text or call, once the period specified in the original email is over, you can still go directly to apple.com/recover. Follow the instructions to regain access to your Apple Account.”

How to use account recovery when you can’t reset your Apple Account password - Apple Support

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Answer 3

Swift1V Author

Level 1

4 points

Dec 10, 2025 1:26 PM in response to shoeluvr13

That doesn't really help as we've been through that and recover just redirects you back to iforgot. Trying it again but making sure we are signed out of the account to see if that helps, during the time we wait. Possible that it resets if it tries to login maybe?

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