Did she already try the password used on her current phone? It might be the same.
I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.
GILHOL8, it is always concerning when you are unable to unlock a phone that you want to use every now and then. We are here to help get you the answers you need. If you forget the lock code on a device you would have to master reset the phone. To protect the information the user has on the phone, the phone manufacturers made it so you cannot bypass the unlock code. There are alternate ways to master reset the device without having to be in settings. The process all depends on what type of phone it is. What type of phone are we going to need the alternate master reset steps for?
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