Is she trying to get a verification code? If that isn't the problem, would you be more specific about what she has done so far?
Apple ID - Get a verification code and sign in with two-factor authentication
If necessary, there is a contact link.
Apple ID Support
Apple ID Support (2)
Apple Support by e-mail or chat Select your device, Battery, Power and Charging, then Power adapter not working to get a chat option. If the initial contact can’t help you, ask them to have someone who can help contact you. If you need to talk to them, ask them if they will do a Skype or FaceTime with you.
Apple Support using Twitter
Or fill out and submit this form.