iOS Device Security Tips From Boundless

Apple has some of the most secure devices in the world as a result of enhanced protections and protocols. For example, with Apple products, sometimes your pin or Apple ID password cannot be easily reset if you forget it.  

Due to Apple's unique security measures, special care needs to be taken when setting up an account. We recommend the following tips to any of our VA customers who issue Apple equipment to veterans.    
 

Write Down Apple ID Information    

Forgetting either Apple ID information or one’s PIN can result in a device needing to be reset and erased. This is not always a fast process. To avoid losing access to one’s phone, the best practice is to ensure your credentials are kept in a safe place.

If you choose to write this information down on paper, be sure it is written clearly and in a safe, dry place. Should you keep this information stored on a computer, we recommend protecting the file via encryption or passcode.

Whichever method you choose, this document should be made at the time the Apple ID is created and promptly updated as needed.    

Here is some specific information to record:

• The Apple ID email address (Usually the veteran's existing email address, which will also serve as their Apple ID email address)  

• The newly created password to login to the Apple ID

• The newly created Apple ID login PIN

• The phone number connected to the Apple ID (This should be your mobile phone number and not a separate landline.)  

• The name of the person whose number it is connected to, if not the veteran    
 

When The PIN Is Forgotten    

The PIN can be reset by erasing the device with iTunes either at Boundless or on the veteran's computer. Boundless is glad to assist with this process on any in-warranty iOS device. If the veteran has a Boundless computer with an active support plan, we can remotely log into this and assist with this process without the iOS device needing to be sent back to us. More info on that process can be found here.    

Note: While fingerprint log-ins and Face ID are convenient, they do not replace the need to know one's PIN (as Face ID or a fingerprint cannot be used without also having a PIN set). The PIN is specifically needed any time the phone updates or restarts. It is common for it to be forgotten in these cases, specifically because it is not used much.    
 

When The Apple ID Is Forgotten    

If an AppleID password is forgotten but the ID is known, the first step is to attempt a password reset with Apple. If neither the ID nor the password is known, then Boundless can assist.

The veteran should not take the device to Apple themselves if this is the issue, as they will not be able to assist.    

Here is the process:    

1. The device will need to be returned to Boundless. We can offer 2-day shipping to reduce the length of time the veteran is without their device.

2. The device will first be erased with iTunes when it arrives at Boundless. There is unfortunately no way to avoid this step.    

3. Boundless will petition Apple to remove the account from the device. The veteran should not attempt this process on their own, as it requires documentation that Apple will only accept from Boundless.    

Due to Apple's policies. this process can take quite a while. For this reason, we highly recommend care is taken to avoid it.    
 

An Additional Note On iOS Repairs  

iOS devices cannot be repaired by Apple or Boundless when "Find My iPhone" or "Find My iPad" are enabled. Information on how to turn off Find My can be found here.    

Before being sent back for repair, users should turn this feature off by inputting their Apple ID information. We always do our best to coach them on this process before initiating a repair as well. If a device is sent in without Find My being turned off, and the user doesn't remember their Apple ID information, we will need to go through the petition through Apple as described above.

This process will add significant time to the entire repair, so we highly recommend care is taken to avoid this scenario.    

Thank you for reading! If you have any questions, please feel free to contact our team today. We can be reached at 866-606-8551