Updating Verizon Tour

[Vickiedg]

When trying to update my daughter's Tour, I get a message that says "Device password required. Device: USB: Blackberry 9630 (31053EEB) Please enter your device password." It allows you 10 tries. Her password to unlock the phone doesn't work. I tried all 9's and 0's. Didn't work. We only have a couple tries left. Any suggestions.