Short answer
Apple locks an Apple Account automatically when it sees something that could put it at risk, and you can’t use Apple services until you get back in. Start with a password reset on a trusted device or at iforgot.apple.com. If you can’t reset it, start account recovery: Apple sends a confirmation within 72 hours with the date you can expect access, the wait can be several days or longer, and Apple Support can’t shorten it. Keep other signed-in devices off meanwhile. If you see “This Apple Account is locked and can’t be used” or your unlock request was denied, Apple says the decision is final.
What the message means
- Locked, not active or disabled for security reasons: Apple has locked the account to protect it. You can’t sign in to Apple services until you regain access.
- “Locked and can’t be used”, or an email saying your unlock request was denied: a different, final decision (see below).
- If you think someone else got in, treat it as a compromised account as well.
Step 1: reset your password
- On an iPhone, iPad or Mac that is already signed in, change the password in your account settings.
- Otherwise go to iforgot.apple.com and follow the steps with your email address or phone number.
- Use a new, strong password you don’t use anywhere else.
Step 2: account recovery when you can’t reset
- Start it on an Apple device or at iforgot.apple.com.
- Within 72 hours you get a confirmation (email, or iMessage for phone-only accounts) with the date and time you can expect access.
- It can take several days or longer. Apple Support can’t shorten it, and a new request won’t speed it up.
- Turn off other devices signed in to the account: using one cancels the request. If you started on a device running iOS 17, iPadOS 17 or later, you can keep using that device.
- Check the status at iforgot.apple.com with the same email and phone number you used to start.
If Apple says the lock is final
When the message says the account is locked and can’t be used, or your unlock request was denied, Apple says Apple Support can’t reactivate it. You can create a new Apple Account. If a device is still tied to the old account by Activation Lock, Apple asks for proof of purchase for a removal request.
Prevent it next time
- Add a recovery contact (up to five): they can give you a code, but get no access to your account.
- Or create a recovery key (28 characters). Apple can’t give you a lost key, so keep it somewhere you can reach without your Apple Account.
- If someone may be in your account, change the password, then review your devices and contact details at account.apple.com.
- See also passkeys explained and the 15-minute security checklist.
Frequently asked questions
How long does Apple account recovery take?
Apple says several days or longer. You get a confirmation with the expected date within 72 hours of starting.
Can Apple Support speed up account recovery?
No. Apple says Support can’t shorten the waiting period, and sending another request won’t speed it up.
Why was my account recovery cancelled?
Usually because a device signed in to the account was used during the wait. Keep other devices off until recovery finishes.
What if my Apple Account is “locked and can’t be used”?
Apple says that decision is final and Support can’t reactivate the account. You can create a new Apple Account.
Sources: Apple Support — Apple Account locked, not active or disabled, Apple Support — what to expect during account recovery, Apple Support — if your unlock request was denied, Apple Support — if your Apple Account was compromised, Apple Support — set up a recovery key, Apple Support — set up a recovery contact