Hello Cathleen! Thank you for your question. I am a licensed computer professional with over ten years of experience, and I will be assisting you today.
I'm sorry bout the issue. Is it asking for a 4-digit passcode? Or is it asking for the Apple ID account / password? Please press and hold both the Power button and the Home buttons together for at least 10 seconds, until the Apple logo appears, then wait a bit, then check.
If that does not work, please try the following:
- Connect the iPad to your computer with the USB Cable.
- Open iTunes program on your computer (make sure you iTunes program is up to date.)
- On the iPad, press and hold the Home button and the Power button at the same time.
- After about 10 seconds release the Power button, but continue holding the Home button until the iTunes program shows that it has detected an iPad in recovery mode.
- Click OK or Restore.
Does any of those two methods work?
Also, whenever it asks for your Apple ID account / password, you can reset the password XXXXX the website http://iforgot.apple.com/
(If it does not recognize your email address at that website, or it does not work, then you can create an Apple ID account at the website http://appleid.apple.com/)
Please click on the Reply to Expert tab below, and reply back to me, so I can help further if it still does not work. Thank you very much.