Created: November 18, 2022

I want to get in to the App Store but neither my Apple id nor password will work

Last Edit: November 23, 2022
Jolene Haston
Jolene Haston Tech Expert & Writer
Hello, thank you for using Howly. I’ll be happy to help you out! May I ask your name?
Customer Reply
*****
Jolene Haston
Jolene Haston Tech Expert & Writer
Nice to meet you, *****!
Are you able to log into your Apple ID at all?
Customer Reply
No - the id won’t work to recover the password and vice versa
Jolene Haston
Jolene Haston Tech Expert & Writer
I see, so you've tried recovering the password already. What went wrong there?
Customer Reply
I put in my id to recover the password and it says the id is wrong and when I put in the password to get the id it says the password is wrong
Jolene Haston
Jolene Haston Tech Expert & Writer
Can you please tell me the name of your Apple ID, the email address specifically?
Customer Reply
*****@hotmail.ca
Jolene Haston
Jolene Haston Tech Expert & Writer
Thank you.
Customer Reply
Sure!
Jolene Haston
Jolene Haston Tech Expert & Writer
Do you have access to a phone number that ends in 98, sir?
Customer Reply
Yes
Jolene Haston
Jolene Haston Tech Expert & Writer
Very well, that means we can recover the password using Apple's official iforgot service.
Customer Reply
Ok
Jolene Haston
Jolene Haston Tech Expert & Writer
1. Go to this link ---> iforgot.apple.com
2. Enter your Apple ID.
3. Select the option to reset your password, then choose Continue.
4. Enter your phone number and choose to send the code.
5. Follow the onscreen steps to reset your password.
Customer Reply
Can you stay on here while I try? When I tried that before, my screen wouldn’t unlock to let me do that.
Jolene Haston
Jolene Haston Tech Expert & Writer
Of course, no problem. Please note that we might be disconnected if you switch tabs, but you can come back in the chat once you're done or need any assistance, we'll be reconnected right away.
Customer Reply
Ok! Trying now
Jolene Haston
Jolene Haston Tech Expert & Writer
Ok :)
Customer Reply
It worked! Thank you so much!
Jolene Haston
Jolene Haston Tech Expert & Writer
I’m glad I was able to get that sorted out for you. Is there anything else I can assist you with today?
Customer Reply
I’m in and got the app I needed - I really appreciate your help.