During the pre-survey phone call, if the customer realizes that they don’t remember their Apple ID or their password, you should suggest that they use some other device for the survey, if possible.
If changing device is not possible, try to help them to change their password. This process might take a while.
- First of all, they should go to their iPhone Settings and choose the iTunes and App Store section. Then, they will be looking at their Apple ID email. If they click on that, they’ll get a menu below. They should choose iForgot. That will lead them to the Apple’s website where they’ll have to follow the instructions to reset their password.
- Another option is to send them the either one of the following links: