Unable to reset icloud password
I'm trying to help a friend reset her Apple ID Password since she forgotten it.
Everything went well using the Apple Support Application UNTIL the app asks her iPhone Passcode, we entered the correct passcode EVERYTIME but it always says the "forgotten your passcode" page when we clearly didn't? Just to note that this is a brand new iPhone that she had for only a month, and the passcode we entered is the exact same passcode she used to set this phone up brand new from the box.
What's going on? We can't access her email for this iCloud because she uses an iCloud.com account not from Gmail or any of the sorts.
I am at a lost, someone please help. We've tried literally every possible way but it always shows up the same page.
Thanks in advance!
iPhone 12 Pro