Apple agghhhhhhh

[bubblicious47]

Son's phone broke - screen stopped responding. Can't be fixed. Bought a new one, trying to set it up. His Apple ID is an apple email that he can only access via his phone 😱 and it thinks he's changed his password (he hasn't). The only way to reset the password is via an email to the phone he can't access 🤯.
Given that we are nowhere near an Apple Store for help, does anyone have any ideas on what to do? Please!

You can access your iCloud Mail from a web browser on a phone, tablet or computer. Go to icloud.com/mail and sign in with your Apple ID.

He can't because his password doesn't work

I've accessed apple support and it's ludicrously complicated

It is very complicated but can be done. I had to do exactly this a few weeks ago. Took 2 hours! But did it 💪

Can't you just reset his password ?
My mum had this when her phone was stolen. She had set her recover phone number as her own number which she couldn't access 🤦🏻‍♀️ so she had to wait 14 days or something before they would let her.

I can't reset his password because it has to be sent to his email, which he can't access because it's the same password 🤯

Yes I'm afraid to say same scenario with my mum and she had to reset the whole thing and she had to wait 14 days or similar. Can't remember exactly.

You need to do this -

support.apple.com/en-gb/HT204921

Call them, they literally walk you through everything. If it needs remote resetting they can do this also.

It's an 0800 number I'll see if I can find it for you

08000480408 try that OP

Thanks everyone that's helpful. I've been on their chat and it would help if they spoke English (ie not just regurgitating the website info) as it's very complicated and unclear. I will call them instead as it's making my head hurt.

So he doesn't know his email address password, or the Apple ID password?

Does he know the answers to the security questions, to reset the Apple ID password?