Locked out of your iPhone? What to try (iOS)
If you’ve forgotten the passcode or see “iPhone is Disabled”, follow these steps. Try Update first — it can sometimes save your data. If that fails, Restore erases the device.
Before you start — checklist
- Do you have a backup? (iCloud or local on your Mac/PC) — if yes, you can restore after erase.
- Do you know the Apple ID email used on the device? If not, start account recovery now: iforgot.apple.com.
- Find device serial/IMEI or proof of purchase (receipt) — needed if Apple must remove Activation Lock.
Step-by-step (perform in this order)
Recovery Mode → Update
(best chance to keep data)
(best chance to keep data)
- Put the iPhone into Recovery Mode (follow the model-specific button sequence).
- Connect to your Mac (Finder) or PC (iTunes).
- When Finder/iTunes offers Update or Restore, choose Update. The system tries to reinstall iOS without erasing user data.
- If Update completes and the phone boots, you’re done. If Update times out or fails, proceed to Step 2.
If Update fails → Restore
(this erases the device)
(this erases the device)
- Choose Restore in Finder/iTunes. This erases data and installs fresh iOS.
- After restore, during setup select “Restore from iCloud Backup” or restore from your local backup on the computer (you’ll need any backup password if used).
- If Activation Lock appears after restore, sign in with the original Apple ID on the device to activate it — Apple may only remove Activation Lock if you provide proof of purchase.
DFU mode
— last resort
— last resort
DFU reinstalls firmware at a deeper level. Use only if Recovery fails and you accept near-certain data loss. DFU is a low-level restore and normally wipes user data.
If you don’t remember Apple ID / password
- Go to iforgot.apple.com and enter the Apple ID (email or phone) to start recovery. Account Recovery can take time and requires verification.
- If you have a trusted device or recovery contact, use it to speed up reset. Consider setting a recovery contact ahead of time.
- If you can’t prove ownership and Activation Lock remains, Apple support may decline to remove the lock — the device can become unusable.
What Apple Support can and can’t do
- Can: walk you through Recovery/Update/Restore; help start Apple ID recovery; review proof of purchase for Activation Lock removal.
- Can’t: remotely remove the device passcode; bypass Activation Lock without ownership proof; recover data from a locked iPhone. Be clear with customers.
What to tell customers
“We’ll try Recovery Mode and choose Update first — that sometimes preserves your data. If that fails we must Restore (erase) and then recover from your backup if you have one. If you don’t remember your Apple ID/password we’ll help start account recovery at iforgot.apple.com. Activation Lock may still require proof of purchase.”
Official links & resources
Need help? Bring the device, proof of purchase (if available), and any backup device/PC. We’ll run Recovery → Update first.