iPhone 6 Problem

[Cleoriff]

A bit strange me starting a thread about an Apple product but I am posting on behalf of a friend in Spain

She has just emailed me. Her daughter has bought an iPhone 6 today and was on YouTube..clicked on something which has apparently downloaded a pornographic channel to the phone.

The problem is all that is showing now is a page with all the daughters details stating 'Interpol; are now monitoring her and a message appears asking her to allow them to go into her contacts'

She now can't get into anything at all, Has she downloaded a virus?

What on earth can she do?

[perksie]

It sounds like that's the case, can she try restoring it with iTunes?

[Cleoriff]

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@perksie wrote:

It sounds like that's the case, can she try restoring it with iTunes?

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Problem is @perksie she probably could.... but would need to be told how to do it...as I have no idea. Bearing in mind she can't get past this awful message. For me to tell her, I am afraid I would need step by step instructions to relay back...

[jonsie]

Oh dear, the only thing to try is a restore in iTunes. I presume she has tried switching it off and on?

[Cleoriff]

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@jonsie wrote:

Oh dear, the only thing to try is a restore in iTunes. I presume she has tried switching it off and on?

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Yes @jonsie but the message is still there when she turns it on again...

Its the 'Restore through iTunes' process I have no idea about.  Remember I have to relay this info to my friend who is .....

1) A Samsung user

2) More technophobic than me...

(It's her daughter that owns the iPhone)

[jonsie]

Best bet is to send her this Apple link complete with pictures.

https://support.apple.com/en-gb/HT201252

[MI5 · Accepted solution]

Sounds like an icloud hack.
The message will be a find my phone message that the hackers have sent to her phone from her icloud account.
They will probably have changed her Apple id password too.
This will make restoring phone impossible workout assistance from Apple to reset her own account back to her which is wherei suggest she starts by contacting Apple support.

[perksie]

Allowing the account hasn't been hacked (fingers crossed), the instructions are:

Restore your device

1. Connect your device to your computer using the cable that came with it.
2. Select your iPhone, iPad, or iPod when it appears in iTunes.
3. In the Summary panel, click Restore.
4. Click Restore again to confirm that you want to restore your device to factory settings and delete all data and content.

[Cleoriff]

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@MI5 wrote:
Sounds like an icloud hack.

This will make restoring phone impossible workout assistance from Apple to reset her own account back to her which is wherei suggest she starts by contacting Apple support.

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In Spain? I know they are worldwide.....but...

[Cleoriff]

In all honesty then a restore via iTunes wont work if she has been hacked?