Level 1 (10 points)

Apple ID password reset requests are unexpectedly cancelled

Apple ID Password Reset Issues

I'm trying to help a colleague with resetting their Apple ID. We have work phones on site; the accounts are set up and use work email addresses, and then users manage the account/password.

My colleague's phone was dropped and ran over, so it's destroyed. When setting up a new phone, they can't remember their password. We go through the steps to have it reset. It tells us to wait 24 hours for a decision. The next day we get an email saying it'll be reset in a week; this is fine. 1 minute later, the request gets cancelled; it looks like an auto-sent email. My colleague hasn't used his account elsewhere, and the old destroyed phone is off and unpowered.

Why is the request being auto-cancelled?

We are currently stuck and unable to reset the password. I've been at this for about 2 months now and am not sure what to do?

Posted on Nov 6, 2026 1:41 AM

4 replies

Limnos

Level 10 (462,771 points)

Nov 6, 2026 3:15 AM in response to DanGreaken

You mention a waiting time which makes me to understand you may be using Account Recovery. In that case did you use other equipment running something earlier than iOS 17, iPadOS 17, or macOS 27, and signed into your account while the request was being processed? This could result in the request being cancelled automatically.

Read the articles: How to use account recovery when you can’t reset your Apple Account password = https://support.apple.com/102656#:~:text=If%20you%20can%27t%20reset%20your%20password%2C%20request%20account%20recovery and this one about what to expect during Account Recovery —> https://support.apple.com/118574

Limnos

Level 10 (462,771 points)

Nov 6, 2026 3:39 AM in response to DanGreaken

I suggest you ask Apple. They have recently changed aspects of Account Recovery (which I still don't know if that is in fact what you are doing now) and that was the only reason I could find for a change being canceled. Normally changing a password shouldn't take much time at all.

This support page has information about contacting Apple support and service ➔ https://support.apple.com/106932 If live support options (chat and/or telephone) are available they will show near the bottom left.

- Telephone numbers may only work when calling from the same country.

- Chat options (telephone numbers appear as active links, not plain text) may depend upon cellular connectivity. If a number shows as an active link, click on it to see additional options.

- If chat is not available on the top level support page, try selecting your hardware and narrow down your issue to see if a support article offers a support link offering chat. For example, the contact support link on this page https://support.apple.com/119902#zerobalance offers a chat link about emptying account balance even on a computer where the top level page does not offer any chat.

With an iPhone, iPad, or Vision, you may be able to chat using the Apple Support App if it is available in your country —> https://apps.apple.com/app/apple-support/id1130498044

DanGreaken Author

Level 1 (10 points)

Nov 6, 2026 7:13 AM in response to Limnos

So after a chat with Apple Support........theres only 2 reasons why.

1 - He's signed in on another Device

2- His email account has been hacked, and someone is cancelling the request

Neither is very likely... I'm not very happy with the insinuation that the Apple system is perfect and that our corporate email system has been hacked and they are cancelling a reset request on 1 users email account.

So I'll follow procedure, reset their email password, wait a week or so, and try again.

DanGreaken Author

Level 1 (10 points)

Nov 6, 2026 3:22 AM in response to Limnos

Hello,

No other devices have been used; the user doesn't currently have another phone to use this with. They are not logged on anywhere else.

Originally posted at discussions.apple.com/thread/256389649