Are you receiving the following message when you attempt to reset your Apple ID security questions:
We don’t have sufficient information to reset your security questions.
If you are having this problem too, this article explains how you can troubleshoot. This problem can be very frustrating as you may be prevented from buying apps etc until you can answer your security questions correctly. If you cannot remember, you can reset (see below).
The first thing I should mention is that you need to verify your identity successfully before you can reset your security questions.
Apple takes security very seriously, as any reputable company should. Apple uses security questions as an authenticator to provide an extra security layer, so that your information is secure.
See also: Can I Unlock My Device From a Previous Owner’s Apple ID?
How to reset your security questions
- Visit i forgot web site (link) (you want to change your Apple ID email?)
- Enter your Apple ID
- Click Continue
- You will be asked some questions to verify your identity. Apple wants to make sure that it is really you.
- Answer the questions
- Then select “I need to reset my security questions”
- If you cannot verify your account, you may not be able to reset your Apple ID security questions and you may get the “Cannot reset security questions. We don’t have sufficient information to reset your security questions” message. If this is the case here is what you should do:
We don’t have sufficient information to reset your security questions
What you need is to ask Apple’s Account Security team to reset your security questions for you. Here is how:
- Visit Apple ID support page (link) (note that Apple also offers live chat support)
- Select “Forgot Security Questions“
- Then you will be presented with various help options. Note that these help options may vary depends on your region.
Note that if you do not remember your answers, and if Apple team may authenticate your identity (they will ask you several questions), they may not be able to help you. Because they also may not access your account. They may offer you a new Apple ID but note that you will lose all your past purchases.
If you do not want to deal with this problem again, you may want to set up two-step verification or two-factor authentication.
Another note is that you can change your security questions any time, if you think that your security questions are difficult to remember. If you want to do this, here is how:
Change your security questions
- Visit Apple ID account page (link)
- Go to the Security section
- Click Edit
- Click Change questions
Apple should give the customer to opt for se basic and less secure security authentication which does not require more than using a registered “reset password” email provided by the customer at the time of setup. Specifically, not to require answers to security questions if the customer “opts out”. Let the consumer choose security levels!
Just bought my first Iphone 12. I had an apple account from 15 years ago. So I used that because I bought movies and music on that account. Everything went great and now it keeps asking for stupid security questions from 15 years ago! Contacted Apple but they could not do anything.
No more Apple for me ever!!!
The story started with my iPhone going into system upgrading on itself last night. After I entered my APPLE ID & PASSWORD, it was requiring me to respond to 2 security questions. I entered my answers but it kept on telling me INCORRECT ANSWERS. Basically, my phone was locked. I had to get a new phone to take calls because I am on-call today for hospital ER calls. For the whole day, my office staff was trying to get help from the local apple stores and the 1-800-help desk. Nobody could help me to access the phone nor to retrieve my contacts. One help desk staff remoted into my wife’s phone and attempted to RESET THE SECURITY QUESTIONs. She failed as well. The RESET SECURITY QUESTIONS function does not work at all. Instead of enabling the user to RESET questions, it REPEATS the same 3 questions and telling me “YOUR ANSWER does not match our record”. The it will say: We don’t have sufficient information to reset your security questions” message.
After work, I got hold of 3 hotline supporters. I was requesting the support to OVERWRITE or RESET the questions. I need to retrieve my contacts and notes in the phone. I was told NO ONE COULD DO THAT for security purposes. I even asking the supporter-Kerlon to escalate my request and resolve the issue, but he firmly told me NO ONE COULD HELP!
I just can not believe that NO ONE COULD RESET those question. If the users ourselves can only reset the questions, then APPLE really needs to ENABLE THE FUNCTION.
I am hoping Tim Cook would be able to read this message. We have been feeling proud as an APPLE user for decades. Today, I almost wanted to get a different brand.
Hello. This might probably help you out. I can’t confirm, but you can try it out.
https://apple.stackexchange.com/a/347563
I can’t reset my security questions. Please advise.
Cheers,
Joe
I had to change my whole apple ID because apple wasn’t accepting my old gmail and password. I tried to reset my password but never received an email. Now I’m trying to make sure my security questions would work, I had a feeling because of what had happened last time that t for some reason they wouldn’t work, and for some reason when I answer the questions they wouldn’t work even though I’m putting in the correct responses, so I’m trying to reset everything so that the same thing won’t happen again as in last time, but it is telling me not a sufficient amount of information. I feel like there is something wrong with apple or my mac book.
Wow, this has to be the worst customer experience I’ve had in some time. I’m trying to buy a laptop for my daughter, and had this issue when checking out. Called support and they told me to wait 24 hours and try again. The problem is the sale is over today so 24 hours won’t help me. Tried to contact support through the web, but they need a serial number(which I don’t have a device). OMG!!! It’s very frustrating trying to give a company money for a product and they can’t help me.
Am putting in the right answers to my security questions, but now the system says they are wrong and if I try to reset, it says they have insufficient information to reset.
Every time I try to reset the security questions, the following message appears:
“Security questions cannot be reset
We do not have sufficient information to reset your security questions.”
At Apple, you’re just going around in circles.
Back to Microsoft…
I contacted via the telephone the support from Apple. They told me to wait 24 hours and try again to reset the questions. I did that and it worked!
Omg, what did you say to them? For me, they said to contact them again in 8 hours so that we can try the passwords together. So essentially I’m going have to figure out what they are.
Have same problem I just wanna watch Tom hanks
I am not able to reset my question ..if shows we do not have any information to reset your security question.
I couldn’t believe these comments until this happened to me!
I have apple id, password, and access to email address belonging to id.
I can reset the password and log in with the new password but do nothing until I answer the security questions, and the exact same answers that were accepted 2 years ago are now allegedly wrong!
OK so my account is locked – this is a flag in the database someplace and any competent tech company with processes that work can reset it. But not apple! Recommended solution? Create a new ID and buy all your apps again!
Thanks for nothing guys, I’m done with apple products.
i have the exact same issue and it doesn’t make sense at all that they have this rule with the security questions set up, at least just give us the RESET OPTION to our email or else whats the point.
Same here, 3 years later and those answers are wrong, don’t know why