I need to unlock my iPhone X and create a new password for the iPhone.

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Hi Paulette,

May I know what is the exact screen that you see on the phone? Are you on the activation lock screen?

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NOTES:

-called cx and verified that the problem is the apple id password

-we tried to reset the password but the 2 steps verification is turned on on her account

-cx tried resetting the password earlier on her own and it got locked out

-told cx that I will submit a report to apple security department and wait for their call.

Hi Paulette,

I am making a follow up on this. I tried to call you on your phone but no one is answering the phone.

Is your appleid password already fixed and working? 

Hi Paulette,

I am making a follow up on this. I tried to call you on your phone but no one is answering the phone.

Is your appleid password already fixed and working?