Updated: April 03, 2023
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by Jolene Haston
Tech Expert & Writer
497 resolved issues
Verified Expert in:
Smartphones, Apps, 4G/5G issues, Mac issues

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

Hello, thank you for using Howly. I’ll be happy to help you out! May I ask your name?

Customer Replay


Nice to meet you, *****!
Are you able to log into your Apple ID at all?


Customer Replay

No - the id won’t work to recover the password and vice versa

I see, so you've tried recovering the password already. What went wrong there?

Customer Replay

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

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Can you please tell me the name of your Apple ID, the email address specifically?

Customer Replay


Thank you.

Customer Replay


Do you have access to a phone number that ends in *****, sir?

Customer Replay


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Very well, that means we can recover the password using Apple's official iforgot service.

Customer Replay


  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 Replay

Can you stay on here while I try? When I tried that before, my screen wouldn’t unlock to let me do that.

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 Replay

Ok! Trying now

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Customer Replay

It worked! Thank you so much!

I’m glad I was able to get that sorted out for you. Is there anything else I can assist you with today?

Customer Replay

I’m in and got the app I needed - I really appreciate your help.

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