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Hey there, I'm Tim and will do my best to assist....unless there is a recovery email or cell phone # attached to the account, recovering a locked out account is close to impossible with out getting legal with google. Google provides no support for gmail. When the account was made, they asked her to provide some challenge questions , as example "who was your first boyfriend/girlfriend", most people skip this or forget what they put, thats the only other way to recover the account.
The only email accounts that can be recovered are ones provided by ISPs (internet service providers), because they can validate the account owner via billing - gmail, yahoo, etc do not work the same way, and because of security, once they are locked out, they are hard locked unless you have taken the proper precautions (cell #. email alternative)
Let me know if this makes sense.