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‘We do not have sufficient information to reset your security questions’ – How To Reset Apple Account

Posted by Jamie on February 12, 2019

Are you seeing the message ‘We do not have sufficient information to reset your security questions’ when trying to reset your account? Trying to log in but have forgotten the answers to those questions? You would be amazed at how many times people do this. If you’re seeing this message, this tutorial should help.

When you first create your Apple account to get your Apple ID, you are asked to provide security questions and answers to help verify you. Then, if you forget your password or are locked out of your account you can gain access to it by answering those questions. That’s great in theory. You come up with a couple questions from the list provided and type in the answer to each.

I first set up my Apple account over 15 years ago and while I am confident I could remember answers to most questions, there is no guarantee. It seems I’m not alone. All is not lost though. If you’re seeing ‘We do not have sufficient information to reset your security questions’, there are things you can do.

Resetting Apple security questions

If you cannot log into your Apple account, you would typically go to iforgot.apple.com. You would add your Apple ID, choose to reset your password or reset your security questions. To change the password you need to know the answers to your security questions. To reset your security questions, you need to know your password.

If you do know your password, you can log in and select three security questions and provide the answers. If you don’t know your password or security answers things get a little tricky.

  1. Log into the website using your password.
  2. Select Security and then Change Questions.
  3. Select Reset your security questions in the popup box.
  4. Select your rescue email inbox for a link.
  5. Follow the link and select Reset Now on the new page.
  6. Sign in with your Apple ID.
  7. Select your new security questions and provide the answers.
  8. Select Update to save.

If you cannot log in to reset your questions, the first thing to do is have a long hard think about what the likely answers to the various questions might be. Read the questions and see if anything triggers a memory. You can try multiple times on the website so it may be worth trying that here.

Unless it’s an emergency, leave it for a while. Quite often, memories can appear all on their own when you take your mind away from them and do something else. Often this will be when you’re doing something completely different or when you first wake up in the morning. Write the answer down and try it when you next have the opportunity.

We do not have sufficient information to reset your security questions

There are a couple of things you can do if you don’t remember your password or answers to your security questions. The first is to try to log in using your backup email and the second is to contact Apple Support.

  1. Visit this page and select your Apple ID.
  2. Enter your backup email address and have a verification email sent there to reset your password.
  3. Follow the link in the email to reset.

This is a useful method if you still have access to the emergency email address. If you haven’t updated it in a while and no longer have the login for it, things won’t go well.

Contacting Apple Support

Apple Support are exceptionally helpful people but they can only do so much for you. If you lose your password, they will need the answers to your security questions for you to gain access to your account. If you cannot remember those answers, they can do nothing for you.

Apple uses a blind system to help maintain security. The support operator will only see the questions and have empty boxes to input the answer. They do not see the answer and do not have access to those answers. Nobody does as they are encrypted by the system. You give them your security answer, they type it into the box and the system will tell them whether it is correct or not.

You can guess, but unless you get it exactly right the operator cannot help you. Even if you can provide other forms of identification, the operator will not be able to help you.

The security system built around Apple is designed to protect you and your personal details. That’s great but if you forget your login, you’re out of luck. If you really cannot remember your password or security answers and cannot work with Apple Support to gain access, you’re going to have to set up a new account. You will lose all purchases from your old one and access to all your premium apps though.

Have you come up against ‘We do not have sufficient information to reset your security questions’ problems? How did you overcome them? Tell us about it below!

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