Unable to change iCloud password due to verification via locked iCloud email

When I try to change my spouse's iCloud (and account) password, it says support will contact me via her iCloud email. I can't get into her iCloud account because she forgot her password? How do I get past this "do loop"? I can't find any way around it (send it to another email of hers) and I'm about ready to pull the pin and set a Genius Bar appointment. HELP!



[Re-Titled by Moderator]

Original Title: How do I change my icloud password when Apple support wants to send contact me via icloud email.

iPhone 15

Posted on Oct 2, 2025 9:12 PM

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Question marked as Top-ranking reply

Posted on Oct 3, 2025 8:51 AM

Never use your iCloud email account as your Apple Account for precisely the reason you are discovering. Get a third party address.


you can request account recovery (get Apple’s own instructions in this article: How to use account recovery when you can’t reset your Apple Account password - Apple Support ) to regain access to your account. Account recovery might take a few days or longer, depending on the specific account information you can provide to verify your identity. One tip to using account recovery it to look for options in small blue letters beneath the normal log-in items if you cannot complete the requested information.


Here are links to posts by Community contributors which provide additional detail about the account recovery process and what to do if you do not receive a text or call: Activation Lockout Issues - Apple Community and How can I reset my Apple Account password? - Apple Community . This thread outlines the multi-step process and final recovery —> My Apple ID is locked, how do I fix it? - Apple Community , and this one about things you should and should not do while waiting —> How can I recover my Apple ID after multi… - Apple Community


You can try account recovery but Apple will probably just send you email that you cannot read. If you want to, you can ask Apple what to do in this situation. This support article has various country telephone numbers for contacting Apple for support and service ➔ Contact Apple Support - Apple Support For some countries look under “Other” listing at the end of the list. Not every country has telephone support, and phone numbers may only work when calling from the same country.



1 reply
Question marked as Top-ranking reply

Oct 3, 2025 8:51 AM in response to djs_dad

Never use your iCloud email account as your Apple Account for precisely the reason you are discovering. Get a third party address.


you can request account recovery (get Apple’s own instructions in this article: How to use account recovery when you can’t reset your Apple Account password - Apple Support ) to regain access to your account. Account recovery might take a few days or longer, depending on the specific account information you can provide to verify your identity. One tip to using account recovery it to look for options in small blue letters beneath the normal log-in items if you cannot complete the requested information.


Here are links to posts by Community contributors which provide additional detail about the account recovery process and what to do if you do not receive a text or call: Activation Lockout Issues - Apple Community and How can I reset my Apple Account password? - Apple Community . This thread outlines the multi-step process and final recovery —> My Apple ID is locked, how do I fix it? - Apple Community , and this one about things you should and should not do while waiting —> How can I recover my Apple ID after multi… - Apple Community


You can try account recovery but Apple will probably just send you email that you cannot read. If you want to, you can ask Apple what to do in this situation. This support article has various country telephone numbers for contacting Apple for support and service ➔ Contact Apple Support - Apple Support For some countries look under “Other” listing at the end of the list. Not every country has telephone support, and phone numbers may only work when calling from the same country.



Unable to change iCloud password due to verification via locked iCloud email

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