How to recover forgotten Apple Account Password?

My sister phone we forget icloud password but i have a mobile number and can't recover and change password , what i can do ? please help me, look when i start recover password what it's show me ..

this is my sister account mail :

naina.******@icloud.com

this is phone number +995 5****** 03

i can to recive sms but i can't to reset password

and i buy new phone iphone 16 and make share new device and i have now both problem

this is picture /// what icloud support talking us .

[Edited by Moderator]