Apple ID locked even after pw reset
I'm helping a friend who has forgotten her Apple ID password. We have done 3 password resets, and nothing is working, because even though we can successfully create a new pw, it still claims that the account is locked. We have tried unlocking it by email, but for some reason, it won't send her the unlock emails (but it will send the pw reset emails). We also tried unlocking it via security questions, but she doesn't remember the answer to one of the questions. We even tried doing a hard reset on her iPhone to see if her phone was just not registering that the pw had been reset. At this point, I'm at a loss. I have no idea why the unlock emails aren't coming through, or why her account is still locked even after 3 pw resets. I've supported Mac troubles regularly at an IT help desk, but I've never run into anything like this before. Has anyone ever experienced a problem like this/do you have any ideas about how to fix it? At this point, I'll try anything. We're really trying to avoid going to the Apple Store, because the nearest one is an hour away. Thanks for your help!
