Email is wrong on Apple ID

If she forgot the Apple ID (iCloud) password, enter the Apple (iCloud) ID, and click Forgot Password. See if she can get a Rescue or Notification email option if necessary. Link to contact Apple Support at the end of the 2nd article.

Apple ID - Manage  -     

Apple ID – Forgot Password  *

What is the exact error message(s)?

Are you using the steps in the article below? Note the restrictions in the article.

Apple ID Name Change.  * 

 What to do after you change your Apple ID or password - Apple Support  *  I suggest doing this before you change your Apple ID or password.