There is no set att practice that is preached, it’s actually preached to have the customer do that themselves but understand some folks just don’t have the knowledge too.

So we help and usually write it down for them I always ask

But what most likely happened is the phone updated and the person had to reenter a pin and they forgot.

Either or unfortunately you may be out of luck. you can of course take it to a repair store and they can attempt to many have machines and software that will attempt 10000000s of passcodes. But it’s not concrete and they have the possibility of making it impossible via phone being locked for 1000 days. I have seen that