I am Samuel and I will help. Is it your lock screen passcode or password ***** itunes?
So it is the itunes username and password ***** showing and you just forgot the password?
Ok thank you for that information!
Email is the easiest reset option
I am not sure what you mean that is the process. There is not a way for it not to work.
It sounds like the phone number was not updated in the system. Did you try the security questions or email reset?
After you enter your ID be sure to hit continue not the forgot id...
Once you do that the screen asks if you want to reset with email or security ?
If you don't mind trying again please and thank you!?
Did it work for you by chance?