I'm sorry about the issue. Can you please confirm your phone model?
Is it asking for the passcode? Or the Apple ID account password? etc.?
Please tell me everything currently showing on the phone's screen.
Please type at the box below, then click on the Send button below to communicate with me, so I can help. Thank you,
Do you also have a windows xp, vista, or 7 or 8 or 10 computer, or a mac computer?