troubleshooting Question

Iphone 6, stolen password: is the situation recoverable?

Avatar of Daniele Brunengo
Daniele BrunengoFlag for Italy asked on
iPhoneApple HardwareApple OS
14 Comments3 Solutions418 ViewsLast Modified:
Hi guys. So, let me describe the situation here because it's quite hairy.

A customer had her Macbook and iphone configured by her boyfriend, and he knew ALL her passwords.

Now they split up, he has reached a nonsensical level of grudge and has taken both her Macbook and her phone as "hostages". I mean remotely, since he's in Thailand and she's in Italy.

So, he changed the passwords and she lost any chance of accessing her iCloud documents and such, but that's the least of her problems.

I linked her Macbook (both Store and iCloud) to a new Apple id and she wanted me to do that on her new iPhone 6 (iOS 8) too.

Trouble is, she used iTunes (the most diabolical piece of sotware know to man) to recover a backup of the old iPhone (the one "controlled" by her ex) so now the phone is once again linked to the unreachable iCloud account. The option to Find your iPhone (the one which helps against theft) is on, so I don't think there's a way to hard reset this phone without knowing the new iCloud password.

So my question is, is there any way to hard reset (factory restore, if you will) this phone or should she just send it to Apple with proof of property? I know there was a way with old iPhones, such as iPhone 4, but I fear there's not anymore?

Daniele Brunengo
IT Consultant, Web Designer

Our community of experts have been thoroughly vetted for their expertise and industry experience.

Join our community to see this answer!
Unlock 3 Answers and 14 Comments.
Start Free Trial
Learn from the best

Network and collaborate with thousands of CTOs, CISOs, and IT Pros rooting for you and your success.

Andrew Hancock - VMware vExpert
See if this solution works for you by signing up for a 7 day free trial.
Unlock 3 Answers and 14 Comments.
Try for 7 days

”The time we save is the biggest benefit of E-E to our team. What could take multiple guys 2 hours or more each to find is accessed in around 15 minutes on Experts Exchange.

-Mike Kapnisakis, Warner Bros