Phones and passwords

Polly has locked herself out of her phone and forgotten the password to it and her iCloud account. No problem we will reset them using your trusted number. A look of confusion followed by a query asking if she had set one up. The reply was oh yes if corse I have, but how can I answer it if I can’t get into the phone? The phrase had got lost in translation, we forget, because she is so fluent, that English is not her first language. Complete reset needed then.