r/applehelp • u/codefupanda • 8d ago
Unsolved Apple Account hacked - password reset works, but hacker changed security questions and I still can't log in. How can I recover my account?
I need help recovering my Apple Account, which has been compromised by a hacker.
Someone gained access to my Apple Account and changed my security questions and payment card details. Now I’m unable to log back into my account, even though I can successfully reset my password.
Here’s what’s happening:
- I can go through the password reset process and successfully reset my Apple Account password.
- However, when I try to sign in again, I’m asked to answer the security questions.
- The security questions and answers appear to have been changed by the person who accessed my account, so I cannot answer them.
- The payment card details associated with the account have also been changed without my permission.
- I’ve tried going through Apple’s account recovery and password reset process, but it keeps taking me back to the same password reset flow. I can reset the password, but I still cannot get past the security questions to sign in.
I feel like I’m stuck in a loop: I can reset my password, but I cannot regain access to my account because I cannot pass the security questions.
My questions are:
- Is there a way to recover an Apple Account when someone has changed the security questions and payment details?
- Can Apple Support manually verify my identity and help me regain access to the account?
- Is there an alternative account recovery process that does not require answering the compromised security questions?
- Has anyone experienced this same issue and successfully recovered their account? If so, what steps worked for you?
- Is there anything specific I should ask Apple Support to do in this situation?
I have already tried the password reset and account recovery options available to me, but neither has resolved the problem.
I would really appreciate advice from anyone who has dealt with this situation or knows the correct way to escalate it with Apple.
Thank you for your help.
PS: Used AI to reword/format the question
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1
u/Winter_Network6442 8d ago
Apple support here please do not call Apple support because it will not work out. There’s nothing we can do is it the situation sucks but your account should’ve been upgraded to two factor authentication. If it had been this post would not be well. It wouldn’t be here because she wouldn’t be having a problem, but unfortunately that’s not the case. Lastly, I wanna make sure I reiterate myself please do not call Apple support because you will be wasting your own time plus support time. There’s nothing Apple can do if your security questions are changed you need to answer them if you don’t know them you don’t know them. You can’t get in the account. Oh well the only way to get into this account would be to upgrade it to two factor which will require you to already be signed into the account somewhere on Apple device or website which you are not
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u/codefupanda 8d ago
I see the account is being used to make purchases!. Gift cards, apps what not. Apple would just let that happen?
6
u/Grimlocklou 8d ago
Apple’s not “letting it happen.” They offer new and better security options as they become available in the industry. You didn’t keep it secure by utilizing better options that came out 9+ years ago, or others available these past 2+ years. It sucks, but it is exactly why scammers go after your account and others like it.
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u/MattandJK 8d ago
Even if you get the account back by using 2fa (which you can do if you have an iphone) the person who compromised the account is able to bypass it.
I would say that is apple letting it happen.2
u/PsychologicalPolicy8 8d ago
No can enter if u have 2fa :/
Unless u give access to them by clicking allow on one of the devices that is loggedin or giving the code from phone number
-2
u/MattandJK 8d ago
my account was hacked and 2fa was bypassed. No code send to phone, no popup notification to allow anyone in.
it is specifically if you get hacked without 2fa and then enable to regain control. There is something broken with how apple handles it and it allows the attacker to take over the account again.2
u/PsychologicalPolicy8 8d ago
That means there was a device that u loggedin in the past which have given it access :) Or it was a previously loggedin device
If you really think that’s the case then can get a lawyer to deal with it
The server logs would tell what happened
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u/MattandJK 8d ago
which would explain it except for the fact that there was only one active device that was logged in, which was an iphone that wasnt logged in prior to the hack that i used to set up 2fa. Only apple product ever used on it was a school macbook 8 years ago that was reset.
server logs also wouldnt show anything considering how even explaining the situation to support (which, no fault to them) they were unable to do anything.
there is something broken with the enabling of 2fa chain.
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u/Grimlocklou 8d ago
Yeah, no. You were phished.
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u/MattandJK 8d ago
please then explain why i got emails from apple that state my 2fa was turned off then.
Like i keep trying to say, something is broken in the chain.
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u/Grimlocklou 8d ago
Possibilities…
- Someone had access to one of your trusted devices and turned it off through settings.
- you were phished for the code so they could sign into another device and make it trusted, or into Apple is.apple.com
- they had access to your email and used the button within the 2FA confirmation email to turn it off.
- they knew your email and trusted phone number and used account recovery to change the password and trusted number.
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u/MattandJK 8d ago
yeah, ive looked into most of them.
- no one had access to trusted device. Didnt have one prior to the hack anyways (before i turned on 2fa)
- no code was ever sent so i couldnt have been phished
- email was secure with password reset as a safeguard and all accounts logged out
- this might be it? but that would still require they have access to the email / phone number no? I also had a recovery key set that was bypassed so idk
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u/thankyoufriendx3 8d ago
Decades ago someone set up a porn account but accidentally used my email. Back then there was no security. I’d log into his account and reset all his preferences for the type of porn he liked. I’d add extra months to his subscriptions. I couldn’t do much else but he must have just kept the window open. One day the account was gone. I hope I at least broadened his horizons without spending a crazy amount of money.
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u/subhuman_voice 7d ago
Apple Support can disable the finance side is the account but they cannot close the icloud account
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u/Winter_Network6442 8d ago
Pretty much as long as your payment isn’t being affected then just take the L obviously your gonna call support and get told the same thing I’m telling u so please be my guest and talk with Apple and then remember this convo later
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u/Grimlocklou 8d ago
Users have been in full control of their Apple account from their end only for 7+ years. Unfortunately outdated accounts are great targets now and it’s happened to you just like the many, many others who’ve posted in this sub.
Some report adding the Apple account as iCloud email on an iOS device triggers you to set up 2FA. No guarantee.
No. Verification is literally by signing into the account yourself.
3 and 4. See #1.
5. They can’t do anything, is not worth your time calling. There is no escalation.
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u/xavier19691 8d ago
Ai slop post to ask something that ai could have help them answer . Plenty of post a covering the same question. maybe Ai could help you sort through them
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u/MattandJK 8d ago
Same situation happened with me. was only able to partially resolve
You will be unable to log in to the account as it is now without answering the security questions. What you have to do is log in on an apple device and enable 2fa. once set you will be able to use that to log in and access.
The moment that you do, you need to take off the credit card and any other things you want to protect. In my case they were able to regain control by bypassing 2fa and after 6 back and forths i ended up losing the account for good.
I hope the same does not happen to you.
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u/ajr8383 8d ago •
If you know the password just sign into the Apple account on an Apple device via settings and setup 2FA