Overview
If a user forgets the passcode on a company-owned iPhone or iPad, you can remove it from the Swif web app without erasing the device. The device unlocks, the user's apps and data stay in place, and the user can set a new passcode.
Before you begin
Clear Passcode works on:
Company-owned iPhones and iPads enrolled in Swif
Clear Passcode doesn't work on:
Device type | What happens |
Shared iPad | The action is disabled and shows: "Clear Passcode is not supported on Shared iPad." |
BYOD (User Enrollment) | The action isn't available. |
macOS | The action isn't available. Use Lock Reset for Macs instead. |
Older enrollments without an unlock token | You'll see an error after you send the command. See Troubleshooting. |
⚠️ Important: After you clear the passcode, the device has no passcode until the user sets a new one. Only use this action after you've confirmed who you're helping and that they have the device.
Clear the passcode
In the Swif web app, open the Devices page and select the iPhone or iPad.
On the left side of the device page, click Manage.
In the Device section, click Clear Passcode.
Read the warning in the dialog that opens. It tells you the device will have no passcode until the user sets a new one.
Click to confirm, or click Cancel to close the dialog without sending anything.
If the command works, you'll see a success message. The device unlocks without asking for a passcode.
Ask the user to set a new passcode right away. They can do this in Settings → Face ID & Passcode (or Touch ID & Passcode).
If the device is offline
You can still send Clear Passcode to a device that's offline, for example one in Airplane Mode. The command shows as Queued or Pending until the device reconnects and checks in with Swif. Then the passcode is cleared and the status changes to Completed.
Track the command
Commands tab: Open the device's Commands tab to see the Clear Passcode command, its status (Queued → Completed), and when it ran.
Audit Trail: Your organization's Audit Trail records which admin ran the action, the device it targeted, the action, and the time.
Troubleshooting
"Clear Passcode" is grayed out
The device is a Shared iPad, and Clear Passcode isn't supported on it.
I can't find "Clear Passcode"
The device is probably enrolled through User Enrollment (BYOD) or is a Mac. For Macs, use Lock Reset.
I get an error saying the device has no unlock token
Some older enrollments don't have the unlock token that Clear Passcode needs. Re-enroll the device in Swif, and Clear Passcode will work after that. This is rare, because current company-owned Swif enrollments allow passcode removal from the start.
The command has been "Pending" for a long time
The device hasn't checked in yet. Make sure it's turned on and connected to Wi-Fi or cellular data.