What should users do if they forget their iPhone passcode?

When users forget their iPhone passcode, using recovery mode to restore the device is the most effective solution. Recovery mode allows the iPhone to be reset and restored to factory settings, which enables the user to gain access to their device again. This process is done by connecting the iPhone to a computer and using iTunes (or Finder on macOS Catalina and later) to initiate a restore. During this process, all data will be erased, including the forgotten passcode, allowing the user to set up the device as new or restore from a backup.

While contacting Apple Support can provide assistance, they may ultimately guide the user toward using recovery mode for a forgotten passcode situation. Upgrading the iPhone software does not aid in recovering access to the device when the passcode is forgotten, since the operating system does not allow access without the passcode. Similarly, attempting a factory reset without going through proper procedures may not be possible if the device is locked due to the forgotten passcode.