icloud problem

For the reseting of the password issue, start here here-- https://iforgot.apple.com/

For the reset password never arriving issue, look here -- If you didn't receive your verification or reset email - Apple Support

She will have to contact Support. Go to https://getsupport.apple.com . Click' See all products and services', then 'More', then 'Apple ID', then 'Other Apple ID Topics' then 'Lost or forgotten Apple ID password'. If she has any problems with that try this form: https://www.apple.com/emea/support/itunes/contact.html