iOS5 AppleID and customer service

[TBi]

<venting>
I had to change my AppleID from just an old style user name to an email address if i wanted to use iOS5. I didn't want to do this but was forced too.

A few days later my account is locked for "security reasons" and apple want me to reset/change my password. Unfortunately if you change your password you cannot reuse an old one (please don't lecture me on how this is not secure). Also my old password (which has characters, symbols and numbers) doesn't include a capital letter which doesn't pass the new 'password rules'.

I've sent them 3 emails now asking them politely to unlock my account without having to change my password. Each time they've 'politely' sent me a link on how to reset my password. It's bloody annoying!

I have stayed with Apple for years because i found the customer service to be great, but now i'm getting more and more annoyed. I was annoyed that i was forced to change my AppleID and i'm even more annoyed than i'm now forced to change my password because someone made a mistake logging in to my account or some stupid hacker tried and failed to access my account.

Is there anyway to get Apple to listen to a long term customer?
</venting>

 

[tgruben]

I've had the exact problem. Have you had any luck finding support?

 

[wrinkster22]

what the matter with just resetting your password?

 

[canadianpj]

While I can understand your frustration, Apple is following best practices here and chances are you are going to have to reset your password. I have always been in favor of forcing people to do so every now and again regardless.

The only way out of this is to just reset your password. It should not be that big of a deal and no, I wont go into the security reasons behind it. Just change it to a slight, minor variation of the original.

 

[Ashwood11]

I still use a 6 digit password when they now require 8 digits. I just figure if someone tries to crack my password they will try 8 digits.

 

[AK10R]

Old post but if anyone else is looking for help I've had luck calling Apple help
1 800 275-2273.
I do have Apple Care on my Mac and phones but I'd bet they would be able help.

Good luck

 

[JediMeister]

Old post but if anyone else is looking for help I've had luck calling Apple help
1 800 275-2273.
I do have Apple Care on my Mac and phones but I'd bet they would be able help.

Good luck

AppleCare does not have write access to the AppleID database, they cannot reset your password for you, or change your AppleID. For many AppleID related services the only support path is online via email or web form request at http:://expresslane.apple.com

 

[SplicedBanjo]

I've had some cases where I had terrible experiences with Apple support... but in this case, I simply cannot understand why you are upset.

The password rules are for your security. If they let you keep the same password (which doesn't even meet their current security regulations) forever, that would make your account much easier to hack into, which would be a huge hassle for both you and Apple.

I understand that it is inconvenient to learn a new password, but there are zillions of password managers available for iOS (I use eWallet), and you could always set the master password for your password program to whatever your old AppleID password was, if you insist.

Changing and updating passwords is a required part of many authentication systems. (There are even some workplaces where changing your password is part of office policy, and failure to do so could lead to disciplinary action.) In my opinion, your best move by far is to simply reset your password as Apple has recommended.

 

[Lukeyy19]

Set it up with a new password, then change it to your old one if it's that important to you.

 

[PNutts]

Set it up with a new password, then change it to your old one if it's that important to you.

As the OP stated, the old password doesn't meet the new complexity requirements.

 

[TBi]

I've had the exact problem. Have you had any luck finding support?

Nope. I was forced to change it and now i'm forcing myself not to buy any more apple stuff.

what the matter with just resetting your password?

I'll change it if i want to, not because i'm told to. I use Apple and they get the privilege of getting my money for their service. They should offer me to service i want to pay for else i won't pay for it.

I was also forced to change my AppleId to an e-mail. I see no technical reason why this needed to be changed (since I can log on with a @me.com account even though my ID is a @gmail.com address).

While I can understand your frustration, Apple is following best practices here and chances are you are going to have to reset your password. I have always been in favor of forcing people to do so every now and again regardless.

The only way out of this is to just reset your password. It should not be that big of a deal and no, I wont go into the security reasons behind it. Just change it to a slight, minor variation of the original.

I understand all the security reasons behind it. I just don't like being forced to do it. Mainly because i was just forced to change my AppleID for no good reason. I pay them money for a service and i don't like this service. I changed my password, i just won't give them any more of my money now.

I cannot understand why they couldn't just unlock my account.

Also they would not tell me WHY they couldn't do it. If they gave me a good valid technical reason why they could not just unlock my account (funnily enough it hasn't been 'hacked' since) then i would have changed.

----------

As the OP stated, the old password doesn't meet the new complexity requirements.

Except for no capital letter my old password is actually beyond the complexity requirements. It used characters and numbers. Also you cannot use a password you've previously used.

My password now is actually far simpler and much easier to hack.

 

[srf4real]

I feel you OP. I've had my Apple ID hacked twice in the last two months since being forced to change my password.

From the simple password that I had used for seven years with dot mac and dot me and iTunes with no problems. But no, they want at least one capital letter. So I change it, and twerps from China are buying freaking app store games with my iTunes credits. So I've been through the row with Apple support, required to change my password at least half a dozen times in the last couple of months to access my account after doing nothing. And they are simply neither helpful nor apologetic. It has, for the first time, left a very bad taste in my mouth regarding some 'rotten' Apple service and policy implementation as of late. It's hard to imagine switching to Windows over this nonsense, but never the less I am very dismayed with the whole Apple ID experience and will be extremely open minded to different music and file management alternatives to their iCloud and Apple authentication protocols from here on out.

It is the first time in my life that I've been pissed at Apple. It's gotten to the point where I dread the next email from them telling me that my account has been frozen due to unauthorized activity and please report to http://www.iforgot.com. I haven't forgotten, why should I endure this?

 

[TBi]

It's hard to imagine switching to Windows over this nonsense, but never the less I am very dismayed with the whole Apple ID experience and will be extremely open minded to different music and file management alternatives to their iCloud and Apple authentication protocols from here on out.

I got a WP7 because some company had got the price wrong. I got it for half price. It's actually a very good OS for a phone. When you use it for a while you get so used to it that iOS seems clunky.

The problem is that the iPhone (for me) has much nicer hardware than WP7 at the moment. WP7 has a much nicer OS so i'm going to stick with my phone for another while. Can't afford to change either really I've spent the money i had saved for the 4S on christmas presents!

 

[qtx43]

...My password now is actually far simpler and much easier to hack.

I doubt that. If your password contains upper and lower case letters, punctuation and numbers, then hackers cannot use tables and must use a brute force search for your password. In that case the complexity depends only on the length of the password. E.g. A password of C@t1111111111 is just as complex as 7&#}s(F%4^%@8

Since you already have to reset your password for some reason, it wasn't secure before. Take the opportunitY to use a real password.

I agree that requiring an email as user id is annoying, but it's Apple's way to remind you that that is an email attached to this account. Get over it.

 

[TBi]

I doubt that. If your password contains upper and lower case letters, punctuation and numbers, then hackers cannot use tables and must use a brute force search for your password. In that case the complexity depends only on the length of the password. E.g. A password of C@t1111111111 is just as complex as 7&#}s(F%4^%@8

Since you already have to reset your password for some reason, it wasn't secure before. Take the opportunitY to use a real password.

I agree that requiring an email as user id is annoying, but it's Apple's way to remind you that that is an email attached to this account. Get over it.

I had to reset it because my account was locked because someone 'tried' to hack it (apparently and they didn't succeed so my password wasn't compromised).

The newer password has a lower level of entropy than the old one (it is easier to brute force). It only uses letters and numbers instead of letters, numbers and symbols.

I know i have an email address linked to my account. I don't need to be reminded of it. Did i somehow become thick in the last 8 years i've been an Apple user? Now my lovely short username is twice as long and takes longer (and more of my time) to enter. I don't want to do this and i shouldn't be forced to. There is no good technical reason for this move, if there was i wouldn't mind.

I have gotten over it. Someone else resurrected my thread. I've also gotten over given apple my hard earned cash since they've gotten over treating a customer with respect.

 

[qtx43]

I guess my "get over it" sounds rude, sorry. What i'm trying to say is that in the big scheme of things this is relatively minor. And sooner or later MS will do something to annoy you too. God knows both Apple and MS and especially google annoy me.

Anyway, I think wp7 looks great, and I hope you're happy with that. But if changing your password is the hill you want to die on, I'm not optimistic for your sake.

 

[TBi]

But if changing your password is the hill you want to die on, I'm not optimistic for your sake.

My main worry is that someone could potentially keep 'blocking' your account and force you to continually change your password. All they have to do is 'fail' to log in to your account X times.

I could make a different password but who knows when I'll have to change it again!

There are better ways to handle someone trying to hack your password, especially over the Internet. Like after 5 failed attempts they could lock down access to log in from that location for 5 minutes. That would stop any brute force in its tracks and still allow you full access.

It's a stupid policy. If you don't think so PM me your apple ID and we'll see how annoyed you get with Apple

 

[PNutts]

My password now is actually far simpler and much easier to hack.

The newer password has a lower level of entropy than the old one (it is easier to brute force). It only uses letters and numbers instead of letters, numbers and symbols.

You need to stop saying your new password is less secure and it's somehow Apple's fault (IMHO). Take your old password and add an uppercase letter to it. Or take your current password and add a symbol. Or create a whole new one with letters, numbers, and symbols that is at least 8 characters long. Just because a symbol isn't required doesn't mean you can't use one.

Here's the requirements: http://support.apple.com/kb/TS1728

Edit: Sorry to the forum for the tone of my response.

 

[Ashwood11]

<venting>

why vent? Why not just comply with their request? It's the only way to resolve the issue.

 

[srf4real]

why vent? Why not just comply with their request? It's the only way to resolve the issue.

Because I pay their salaries, not the other way around.

 

[Ashwood11]

Because I pay their salaries, not the other way around.

You don't pay their salaries, Apple does. You purchase their products. If you don't belireve they are the best products on the market to meet your needs then you have every right to purchase another brand.

 

[h4ck]

email steve@apple.com.

 

[srf4real]

You don't pay their salaries, Apple does. You purchase their products. If you don't belireve they are the best products on the market to meet your needs then you have every right to purchase another brand.

Genius.

 

[qtx43]

...It's a stupid policy....

It's a simple policy. You make things complicated, and people will figure out ways to jump through all the hoops. Simple is best if it works. Something like your suggestion would work most of the time, but I could break through it if I was motivated enough. And then they'd have to add more hoops, and then somebody would figure out how to jump through those too.

If somebody has decided to keep trying to break into your apple id, then you should probably change that too, not just the password. You can go to appleid.apple.com (I think that's the url), and change your login name (it doesn't change the actual account).

I know, you hate Apple now. This too shall pass.

 

[TBi]

You need to stop saying your new password is less secure and it's somehow Apple's fault (IMHO). Take your old password and add an uppercase letter to it. Or take your current password and add a symbol. Or create a whole new one with letters, numbers, and symbols that is at least 8 characters long. Just because a symbol isn't required doesn't mean you can't use one.

Here's the requirements: http://support.apple.com/kb/TS1728

Edit: Sorry to the forum for the tone of my response.

Its less secure because i made it easy. I am not blaming Apple for that and never have in my post. I was only pointing out how ironic it is that i had to change my "secure" password and now it is less secure.

It's a simple policy. You make things complicated, and people will figure out ways to jump through all the hoops. Simple is best if it works. Something like your suggestion would work most of the time, but I could break through it if I was motivated enough. And then they'd have to add more hoops, and then somebody would figure out how to jump through those too.

If somebody has decided to keep trying to break into your apple id, then you should probably change that too, not just the password. You can go to appleid.apple.com (I think that's the url), and change your login name (it doesn't change the actual account).

I know, you hate Apple now. This too shall pass.

My account locked due to my iPad having the wrong password and accessing my account to many times. So in fact my account was never hacked.

My option (in my humble opinion) is easier than forcing the user to change their password. My way means the user is not inconvenienced, only the hacker. If it happens a few times the user could be notified and offered to change appleID (rather than password) to make it more secure. Changing a password only makes it more secure in a brute force attack if the password had already been guessed and failed.