I don't know what my passcode is, can you help me?
JA: What OS X (Operating System, e.g. Sierra, El Capitan, Yosemite, etc.) or iOS are you runninng?
Customer: IPad 2
JA: Have you installed any updates recently?
Customer: don't think so, I have had a problem now for over a week, can't remember
JA: What troubleshooting have you tried?
Customer: I've talked to someone at apple and we couldn't get any further than asking for my passcode.
JA: Anything else you want the Mac expert to know before I connect you?
Customer: Only that I was disconnected by phone and never received a call back. I'm 85 years old and trying to avoid having to come into the store. the walk is too lng for me.