Posts Tagged ‘Two-Step Activation’

[This is an Apple iPhone Tech Support post.  Totally skip it unless two-step activation has locked you out of your iPhone… and if it has, this may be one of the most valuable posts you ever read!]

I’m writing this after about 10 hours of the most horrible customer services experiences I’ve ever had.  EVER.

I’m telling my story in hopes that Apple fix this… and to save others from the horror I went through.

Background:

I lost the ability to make or receive calls.  WIFI still worked so I was able to get text and email, which actually masked the problem for the first day or so.

Verizon said it had to do with upgrading to 10.3.3, that it could be mucking with the digital antennae or something, and that the solutions was to backup, wipe the phone, reinstall, then restore the backup.

So, I called Apple Support.  They concurred with Verizon and started walking me through the process.

What Apple Support did NOT do, however, was ask me if I was using two-step authentication AND whether I had a second trusted device.

Turns out when I turned on two-step authentication, I thought it was only naturally to designate my iPhone as my trusted device.  Sounds reasonable, right?

WRONG!

This turns out to be DEATH.  And incredibly irresponsible of the Apple Support folks that helped me!

Because when I wiped my phone and reinstalled from scratch, it meant I had to reactivate my iPhone with Verizon… but Verizon requires that I enter in my Apple ID and password and, as the second step of the two-step authentication, the six-digit code that Apple would send to my — you guessed it — inactive device!

I went down Apple’s recovery path… and the automated Apple process told me it would take a few days to add a second trusted device… “for my protection.”  When a few days came, it said it would take a few more.  Then a few more.  Then it said a WEEK!

Before I continue, I want to say that these time estimates were a BIG FAT LIE.  It just kept pushing the date out on me.

And, I want to say it doesn’t matter that Apple was doing all of this “for my protection”… I use my phone for work… and it can’t be non-functional for even a few days!

I literally almost gave up and just bought a new phone… because, after TEN (10) hours of Apple Support help, I wasn’t any closer to a solution.  And — please listen to this, Apple — I was damn close to considering an android, too.

I have no idea why I called Apple Support one more time.  Maybe because I was bleary eyed and wasn’t really thinking.  Maybe because I just wanted to yell at someone.  Maybe because I own Apple stock and just couldn’t believe I was really hung out to dry here.  But I did call one more time, and spoke to Ginger L… and — TO MY INCREDIBLE SURPRISE — she actually had heard of a clever work around for this situation.

And, what do you know, IT WORKED!

Bless Ginger L., she should be CEO of Apple!

Apple, PLEASE FIX THIS.  No customer should ever, ever, ever endure what I had to go through.  PLEASE!
The Ginger L. Solution:  How to activate an inactive device when Apple two-step authentication insists on sending the activation code to the inactive device

*  Plug your iPhone into a computer that has iTunes on it.

*  Log into iTunes and back up iPhone to the cloud or your computer.

*  Restore iPhone to a new phone… initialize phone just like it’s a new one (i.e., chose language, what time zone, WIFI, etc.)… BUT — AND THIS IS KEY — do NOT enter your Apple ID, keep choosing options that bypass Apple ID.

*  Activate your account (in my case, I had to call Verizon).

*  Test that your phone can send & receive calls and text messages.

*  From a computer, log into AppleID.Apple.com.

*  Enter Apple ID and password.

*  Apple will try to send you your second-step authorization code to Message but that won’t work yet.  Click the “I didn’t receive my code” link and choose the “Send text message” option.

*  IMPORTANT NOTE:  Respond to any other text messages you see… because once you restore your backup, you will lose those newly downloaded text messages.

*  Enter code and from your computer and follow the links/instructions to turn OFF two-step notification.

*  Plug your iPhone into your computer and from iTunes restore your backup.

*  Activate your iPhone again (again, for me  with a call to Verizon)… which may require you to enter your Apple ID and password… but WON’T require Apple sending you an second-step auth code to an inactive phone!

There, I just saved you 10 hours of customer support misery!

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