How unlock iCloud account when email account is locked?

[Jedi5]

So my parents iCloud has been locked for security reason.
Don't know how that happened or what happened but they are locked out.
I tried to unlock the account for them but didn't know how.

I went to iforgot and entered their iCloud account.
My option to unlock their iCloud account was by having an email sent to their email account.
Only their email account is locked so I can't access the email with the instructions.

How do I unlock their iCloud account if the only option to unlock is by email but the email
account is also locked?

Thanks

 

[Apple_Robert]

If the email they use to reset their AppleID is the same iCloud email account, I believe it will stay locked unless they (or you) set up (ahead of time) a backup email recovery account, that was another iCloud or other third party email account. Having that email would allow the account password to be reset.

If they didn't set up security questions, don't have access to email recovery, and don't have a trusted device that is already logged into their account, I believe they will stay locked out.

If your Apple Account is locked, not active, or disabled - Apple Support

Learn what to do if you can't sign in to your Apple Account or Apple services because your account is locked, not active, or disabled.

support.apple.com

 

[Jedi5]

If the email they use to reset their AppleID is the same iCloud email account, I believe it will stay locked unless they (or you) set up (ahead of time) a backup email recovery account, that was another iCloud or other third party email account. Having that email would allow the account password to be reset.

If they didn't set up security questions, don't have access to email recovery, and don't have a trusted device that is already logged into their account, I believe they will stay locked out.

If your Apple Account is locked, not active, or disabled - Apple Support

Learn what to do if you can't sign in to your Apple Account or Apple services because your account is locked, not active, or disabled.

support.apple.com

thanks.
no security questions were set up, no email recovery either.
i tried to do a chat with apple but it took a while to be transferred so i quit it.

the iCloud account - can i just create a new one for them?
they don't have iPhones, this iCloud account is only for their iMac.

or should i try to reset their password?

thanks again

 

[Apple_Robert]

thanks.
no security questions were set up, no email recovery either.
i tried to do a chat with apple but it took a while to be transferred so i quit it.

the iCloud account - can i just create a new one for them?
they don't have iPhones, this iCloud account is only for their iMac.

or should i try to reset their password?

thanks again

You can set up a new account for them. You will have to make sure that they inform people of their new email and make sure the old email address gets changed where applicable.

Any apps, movies, or t.v. shows purchased with the locked out account will be lost to them.