You tried your password, then tried it again, and now your phone or your photos are behind a locked door. Or you changed phones and the code never arrived. Either way, you can't get into the account that holds everything.
Here's what to do first, and what to set up so it doesn't happen twice.
If you're locked out right now
Use the official recovery page, and only that. For Apple, that's iforgot.apple.com. For Google, it's g.co/recover. Type the address in yourself instead of clicking a link in an email or a text.
Try from somewhere familiar. Recovery works best from a phone or computer you've signed in on before, on your home wifi. Both companies treat an unfamiliar device in an unfamiliar place as a possible thief.
Expect to wait. Apple may put recovery on a waiting period of several days to protect the account. It's frustrating, and it's the system doing its job. Follow the instructions on the page instead of starting over.
Watch out for fake support
Locked-out people are a favorite target for scams. Never call a "support" number you found in a search result or a pop-up. Neither Apple nor Google will call you out of the blue and ask for a sign-in code. If someone does, hang up.
Set up these safety nets once you're back in
| Safety net | Apple (iCloud) | |
|---|---|---|
| A way back in | Account Recovery Contact or a Recovery Key | A recovery phone and recovery email |
| A backup for sign-in codes | Trusted phone numbers and devices | Backup codes, saved somewhere safe |
| Someone who can get in if something happens to you | Legacy Contact | Inactive Account Manager |
Check these once a year, and again whenever you change your phone number or email. Most lockouts happen because the recovery phone number is one you no longer have.
What nobody can do
A legitimate helper, me included, can't get you into an account that you can't prove is yours. If the recovery process says no, that usually means the account's protections are working. What I can do is walk you through the steps, check what's set up, and make sure it doesn't happen again.
When it's worth getting help
If you're stuck partway through recovery, juggling more than one account, or you'd like your photos, files, and accounts sorted out so one lost password can't take everything with it, that's part of what I do as an IT consultant for individuals and small businesses. Related reading: what to do about antivirus and how to consolidate years of photos.
Get in touch for a free consultation and tell me where you're stuck. I'll tell you honestly what's possible.