Hi Francesca, so we can help with that in one way. When its completely locked out we can do a full factory restore and that fixed the issue. Though it does mean you'll lose everything on the phone that hasnt been backed up recently.
I have used Bad Apple in the past 3 or 4 times. I am using android by Samsung so really don't know Apple, but I had a similar experience with a phone I was selling (Samsung S7) and was locked out on Google and they couldn't help without the original password. But they are Great people there and thrir advice is free, so can't hurt to try. You might try also Apple store in fashion place mall SLC.
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