Stroke Patient Can't Remember Password

[PurplePolly]

Hi, I'm hoping someone can help me to help my friend. Gemma had a stroke 3 weeks ago and is in hospital slowly improving.  She can't really communicate other than basic yes and no's, she gets confused and frustrated with her speech.  Her phone is locked and she can't remember the code to open it.  Is there a way that she can get special assistance somehow from EE to open her phone under these circumstances.  Obviously the hospital staff can confirm she is a patient of theirs if that is necessary.  I'd be so grateful if someone could help, she's in there with no visitors allowed due to covid.  To have communication via her phone would be a massive boost to her.  Is there a way do you think? tia - Polly

[Chris_B]

@PurplePolly  Unfortunately there is no way around a passcode on a phone.   What device is it ?  As there are different ways to factory restore a device and email address and passwords will need to be known to do this. 

[Christopher_G]

Hi @PurplePolly

Welcome to the community. I'm so sorry to hear that Gemma has suffered a stroke, I'm glad to hear she's improving. It's really great that you're trying to help her sort her phone out.

As @Chris_B said, there isn't a way to gain access to the phone, if the original user can't remember the password. If you're able to restore the phone back to factory settings, she'll be able to use her phone number, plan allowances etc, but, the data on the phone may not be retrievable if Gemma hasn't backed up the information before, or isn't able to pass security on backup software.

What kind of phone is it? We'll do our best to help you.

Chris

[PurplePolly]

Hi, thank you for replying.  She has an iPhone 11.  I know her email address but not the password unfortunately.

[PurplePolly]

Hi, thank you so much for even trying, I wasn't holding out much hope to be honest but I thought I'd just give this EE community a try.  It's an iPhone 11.  The phone is with her in the hospital but she can only receive incoming calls, she can't access anything without her password.  She's only 41 bless her.  Thanks again for trying to help.

[Chris_B]

@PurplePolly   If you can get the password for the iTunes account and the email address that is used then it’s very simple to restore the device to factory settings.   You will need the device to do this and a PC with iTunes installed on it.