Q: my ipod 4th generation serial number shows as not valid.

I purchased an iPod 4th generation for my daughter at Christmas. She changed her password, but forgot it and locked herself out of the device.

I am attempting to sync the device with iTunes in order to unlock the device, however the device is not syncing with iTunes. I'm attempting to access Apple support, but I cannot get past the section asking for a serial number. I've entered it as it shows on the back of the device but am being told the serial number is not valid. Does anyone have advice on how to help? There are certainly a few issues going on here.