disabled phone and no service on iphone how can i fix this

I AM TRYING TO RESTORE MY GRANDDAUGHTERS IPHONE BUT IT WON'T I FOLLOW THE STEPS BUT IT SAYS I CAN'T DO IT BECAUSE I DON'T HAVE THE PASS WORD ONLY IT NEVER ASK FOR IT THE SCREEN SAYS NO SERVICE AND PHONE DISABLED it must also be locked because it doesn't change the screen so you can put in the password i did as it says by turning it off and connecting it to my laptop and tried to reset it but it just says it can't connect to itunes because i don't have the password