iCloud Reset iCloud Security Questions

[A4orce84]

Hello Everyone,

I am trying to help out my father with his iCloud account on his iPhone. He recently upgraded from an iPhone 6 to an iPhone 12, and is having some issues. He basically reset his iCloud password successfully, but when he tries to do anything after logging in, it asks for him to validate some security questions.

The Problem:
The problem is he unfortunately does not remember the answers to his security questions. When I try to click on the 'reset security questions' option, it asks to send a validation code to his devices. The REAL problem is it lists his old phones (his old iPhone 6 and his even older iPhone 4 before that) and it does NOT list his new iPhone 12 he purchased.

Is there an easy way to reset his security questions via the icloud website or somehow using his new iPhone 12? Again, to be clear he can reset his password and log into his iCloud account with no issues. The problem is when he wants to do anything inside the account, he gets asked the security questions he does not remember the answers to.

Any help anyone could provide would be greatly appreciated. Thanks!

 

[Puonti]

I'm guessing the iPhone 12 is simply not yet considered a "trusted device" because your father is unable to answer the security questions. Apple needs to know that the correct person is configuring the device before trusting it to receive validation codes for their account.

The usual / safe procedure to move from one device to another is:

1) Retain the old device
2) Set up the new device (including making it a trusted device)
3) Make sure everything works on the new device
4) If needed, wipe the old device (otherwise keep it in a drawer)

Where is the iPhone 6?

 

[A4orce84]

I'll ask, but I am pretty sure he 'traded' it in at the AT&T store when he upgraded to his new phone. If that is accurate, is there any other options at this point?

 

[Puonti]

Since the iPhone 6 is still listed as a Trusted Device its Activation Lock was not disabled, and I'm fairly sure AT&T would have required him to disable that if they expected to make any kind of use of the iPhone 6 (an actual trade-in). If they simply took it in to have it recycled then they might not have cared.

If he has the iPhone 6 (or is able to get it back), I believe it only needs to be powered up and connected to Wi-Fi to receive validation codes (and unlocked to display them, of course). No need to get cellular service for it.