Apple Flooded with iCloud Password Reset Requests Amid Tightened Account Security Controls

icloud icon textIn a high-profile case last month, a hacker was able to gain access to Wired reporter Mat Honan's iCloud, Gmail, Twitter, and Amazon accounts, taking control of much of Honan's digital life and remote wiping his iPhone, iPad, and MacBook Air. Honan later detailed how the hack was accomplished through social engineering by entering the system through weaknesses in Amazon's account security and then using credit card information stored there to gain access to Honan's iCloud account.

Following the incident, Apple temporarily halted over-the-phone iCloud password resets, which had required only the user's billing address and the last four digits of the credit card on file with the account. Apple has since rolled out new authentication for password resets, including a requirement that users provide two correct responses to a small group of challenges that includes user-set security questions, more detailed credit card information, and device confirmations via either serial number or pushed Find My iPhone verification codes.

We've heard from several Apple support employees who have noted that their abilities to help customers have been severely restricted as part of the effort to tighten up security, with staff only able to send password resets to email addresses on file with the account. Employees are no longer permitted to send password resets to arbitrary email addresses and can no longer set temporary passwords on accounts to enter troubleshooting mode during support calls.

icloud backup and restore
One employee we spoke with has detailed a tremendous influx in support calls with the release of iPhone 5, as customers looking to restore iCloud backups of their old phones onto their new phones are in some cases having difficulty remembering their passwords. Support calls are said to be up on the order of tenfold over the past week or so surrounding the iOS 6 and iPhone 5 launches.

I know what you are thinking. The rightful person that owns the Apple ID should have no problem doing enough of that to be able to verify their ID and be able to then reset their password or security questions or unlock their account. And you would be wrong in thinking that.

This employee has emphasized that if users can not confirm their identities within the new framework of authentication challenges, there is nothing Apple support staff can do to help them and they will be frozen out of their iCloud accounts. For this reason, the employee notes that users are strongly encouraged to know the exact answers to their security questions, make sure a proper credit card is associated with the account, and set up Find My iPhone/iPad/iPod, maximizing their chances of being able to regain access to their accounts should their passwords be lost.

Finally, this employee has cautioned users about both changing their password and resetting their security questions at the same time, particularly if they do not have a credit card on file with the account. In that instance, if the user is unable to get into their account with the reset password, the deleted security questions and the lack of a credit card will essentially make it impossible for Apple support to verify their identity and regain access to the account.

Popular Stories

iPhone SE 4 Thumb 1

iPhone SE 4 With Apple's Own 5G Modem 'Confirmed' to Launch in March

Tuesday November 19, 2024 12:12 pm PST by
Barclays analyst Tom O'Malley and his colleagues recently traveled to Asia to meet with various electronics manufacturers and suppliers. In a research note this week, outlining key takeaways from the trip, the analysts said they have "confirmed" that a fourth-generation iPhone SE with an Apple-designed 5G modem is slated to launch towards the end of the first quarter next year. In line with previo...
at t turbo indicator iphone 16 pro max v0 8hrh7w5f3w1e1

AT&T Turbo Indicator Showing Up in iPhone Status Bar for Subscribers

Wednesday November 20, 2024 3:42 am PST by
AT&T has begun displaying "Turbo" in the iPhone carrier label for customers subscribed to its premium network prioritization service, according to reports on Reddit. The new indicator seems to have started appearing after users updated to iOS 18.1.1, but that could be just coincidence. Image credit: Reddit user No_Highlight7476 The Turbo feature provides enhanced network performance through ...
anker new xmas 1

Anker Kicks Off Massive Black Friday Sale With Up to 50% Off Sitewide, Free Gifts With Purchase, Mystery Boxes, and More

Thursday November 21, 2024 7:53 am PST by
Anker today kicked off its big Black Friday sale, which is set to run through December 9. This sale includes notable discounts on portable chargers, USB-C hubs, cables, and more. Note: MacRumors is an affiliate partner with Anker. When you click a link and make a purchase, we may receive a small payment, which helps us keep the site running. There are a few bonus offers during this event as ...
General Black Friday Deals 24 Green Tinsel

Apple Black Friday Deals Available Now: AirPods, iPads, and More

Friday November 22, 2024 5:28 am PST by
We're officially just one week away from Black Friday, which will take place on Friday, November 29 in 2024. As always, this week is the best time of the year to shop for great deals, including popular Apple products like AirPods, iPad, Apple Watch, and more. Note: MacRumors is an affiliate partner with some of these vendors. When you click a link and make a purchase, we may receive a small...
Apple 2024 Black Friday Shopping Event feature

Apple Announces 2024 Black Friday Event, Offering Up to $200 Gift Card

Thursday November 21, 2024 5:10 am PST by
Apple's annual four-day Black Friday through Cyber Monday shopping event is returning on Friday, November 29 through Monday, December 2 in many countries, including the U.S., Canada, Australia, France, Germany, Italy, Spain, the U.K., and others. During the event, customers can get an Apple gift card with the purchase of an eligible product. In the U.S., for instance, Apple is including gift ...
apple card feature2

Apple Card 3% Daily Cash Back Now Available From Two More Apple Partners

Tuesday November 19, 2024 10:36 am PST by
Apple has partnered with select merchants to offer Apple Card users three percent Daily Cash back on their purchases, and two new companies were added to the partner list today. When purchasing goods and services from Booking.com and ChargePoint, Apple Card users will now get more cash back. Booking.com is a site for reserving flights, cars, cruises, and hotels, while ChargePoint sells...
15 inch m3 macbook air

Amazon Takes Up to $300 Off M3 MacBook Air With New All-Time Low Prices

Wednesday November 20, 2024 7:05 am PST by
Amazon today has knocked the price off of multiple M3 MacBook Air models, with as much as $300 off select computers. Prices start at $849.00 for the 13-inch M3 MacBook Air (16GB RAM/256GB), and also include multiple 15-inch models as well. Note: MacRumors is an affiliate partner with Amazon. When you click a link and make a purchase, we may receive a small payment, which helps us keep the site ...
Generic iOS 18 Feature Real Mock

Apple Releases iOS 18.1.1 and iPadOS 18.1.1 With Security Fixes

Tuesday November 19, 2024 10:10 am PST by
Apple today released iOS 18.1.1 and iPadOS 18.1.1, minor updates to the iOS 18 and iPadOS 18 operating systems that debuted earlier in September. iOS 18.1.1 and iPadOS 18.1.1 come three weeks after the launch of iOS 18.1. The new software can be downloaded on eligible iPhones and iPads over-the-air by going to Settings > General > Software Update. Apple has also released iOS 17.7.2 for...

Top Rated Comments

DrFu79 Avatar
159 months ago
I have NO sympathy for people who lose their passwords, their security questions and their credit card id at the same time.
Sorry.
If you lose your passport, your birth certificate and your house keys at the same time, you are also in trouble - rightfully so. Identity theft is serious. :rolleyes:
Score: 11 Votes (Like | Disagree)
thefourthpope Avatar
159 months ago
1password keeps me sane
Score: 8 Votes (Like | Disagree)
smileyborg Avatar
159 months ago
I think we've moved into an era where the traditional username and password combination for authentication is insufficient, both from a security and feasibility standpoint.
Score: 6 Votes (Like | Disagree)
kas23 Avatar
159 months ago
I would hate to be an Apple employee working the phones right now. I just can't imagine how many stupid people must be calling. I know Mac users have been shown to have higher IQs, but I'm sure it's the opposite with iPhone users.
Score: 6 Votes (Like | Disagree)
ChazUK Avatar
159 months ago
Last pass has me sorted. I'm slowly learning many of the generated passwords by using them regularly too.

Such a shame to see people stuck like this but due to the constant media scrutiny towards Apple, they're damned if they do and damned if they don't.
Score: 5 Votes (Like | Disagree)
pubwvj Avatar
159 months ago
One more reason not to use iCloud.
Store Locally.
Score: 4 Votes (Like | Disagree)