Account Troubleshooting

This article discusses common troubleshooting steps for various issues that you might encounter when creating or using your iCloud account.

Initial troubleshooting steps

  1. Check System Status to make sure there are no outages or scheduled maintenances currently affecting your iCloud account. System Status is displayed at the iCloud Support web site.
  2. Update your computer or device to the latest software version; see iCloud system requirements for more information. Even if your computer or device is updated, it’s a good idea to be sure the most recent software updates are also installed.
  3. Ensure that you are actively logged in to iCloud with your Apple ID on your iOS device, Mac, or PC:
    • iOS 5 or later:
      1. Tap Settings > iCloud.
      2. Review the iCloud settings to ensure the account is set up properly.
    • OS X Lion 10.7.5 or later:
      1. Go to the Apple () menu, choose System Preferences, and click iCloud.
      2. Verify that you are logged in. If necessary, click the Account Details button for more information.
    • Windows 8:
      1. Move the pointer to the upper-right corner of the screen to show the Charms bar, click the Search charm, then click iCloud Control Panel on the left.
      2. Verify that you are logged in with the correct Apple ID.
    • In Windows 7 or Windows Vista:
      1. Choose Start Menu > All Programs > iCloud > iCloud.
      2. Verify that you are logged in with the correct Apple ID.

Additional troubleshooting steps

If the troubleshooting section above does not resolve your issue, try the steps below for what best describes your experience.

I don’t see an option to create an iCloud account when using my iOS device.

Verify that you are currently running iOS 5 or later on your device. If not, install it on your device and try creating an iCloud account again.

I receive an “authentication failed” message when I try to sign in with my Apple ID during iCloud account setup on my iPhone, iPad, or iPod touch.

Go to My Apple ID (appleid.apple.com), click “Manage your Apple ID,” and try to sign in with your Apple ID. If you are unable to log in, follow the steps provided there to reset your Apple ID account password.

I get an “Unsupported Apple ID” error when I try to sign in to iCloud from my iPhone, iPad or iPod touch.

Depending on how you created your Apple ID, you may not be able to create an iCloud account with your current Apple ID. If your Apple ID works in the iTunes Store, App Store, Game Center, FaceTime, or with other Apple Services, your Apple ID should work for iCloud. Also, if you created your Apple ID while you applied for a job at jobs.apple.com, your Apple ID should work for iCloud. If you cannot use your Apple ID with any Apple Services, it might not be compatible with iCloud. Contact iCloud Support for assistance.

I cannot sign in to the iCloud Preferences pane on my Mac due to an authentication request.

You will need to verify that your User Account has administrator privileges. If you are signed in to your computer as a “Standard” user without administrator privileges, you may receive an authentication window via iCloud System Preferences stating “System Preferences is trying to modify the Directory Services configuration.” Type an administrator’s name and password to allow System Preferences to modify the configuration.

folder system preferences pane

To log in as an administrator (OS X Lion 10.7.5 or later):

  1. From the Apple () menu, select Log Out of user.
  2. Click the Log out button.
  3. From the login screen, select an admin user to log in.

I cannot sign in to the iCloud Preferences pane on my Mac due to an alert stating that my email address has not been verified.

If you cannot sign in due to an alert stating “Account not verified – Check your email for instructions for verifying your account”:

  1. Close and reopen the iCloud Preferences pane before logging in again.
  2. If that does not resolve the issue, check your email folder and Junk folder for a verification email sent from Apple.
  3. If there is no verification email in your email folder or Junk folder, click the Resend Verification Email button on the iCloud Preferences pane.

I receive a “failed user name or password” alert when attempting to sign in at iCloud.com or using the iCloud preference pane or control panel on a Mac or PC:

  • Ensure you are entering your entire Apple ID when you sign in (for example, if your Apple ID is “username@me.com,” make sure you are not trying to sign in with just “username”).
  • Verify that the Caps Lock key is not enabled (all passwords are case sensitive).
  • Ensure you are using the correct iCloud associated Apple ID and not a different Apple ID used for other services. For more information about having more than one Apple ID, see this article.
  • If needed, reset your Apple ID password at iforgot.apple.com.

Note: If you use the same Apple ID for iCloud as you do for other Apple Services, (for example, Apple Online Store, iTunes Store, or Mac App Store), changing your iCloud account password also changes your password for the other Apple services. Make sure you sign in to those services using your new password. Also, be sure to update your Apple ID password on all of your devices and computers that may use your Apple ID (such as, any email applications that you use to receive iCloud email).

I receive a “you have exceeded your provided storage amount” message.

Follow the steps in this article for help with troubleshooting iCloud Storage issues.

After I sign in with my Apple ID, I’m prompted to enter additional information.

iCloud accounts may require some additional information that is not currently associated with your Apple ID. When prompted, enter the required information to continue.

When I attempt to create an iCloud account, I’m notified that iCloud is not available in my country.

iCloud accounts are not available in all countries. If you are located in a country where iCloud is available and you feel that you have received this message in error, contact iCloud Support.

Additional Information

Here are some additional articles that may help you troubleshoot account-related issues:

If you are unable to resolve an account issue, contact iCloud Support.