Hmm, ok just looked at this. Im pretty savvy so I dont need to worry about her back up stuff as I set her phone up to all of that to Dropbox. So I can hard reset no issues. she has her old phone. Not sure if she has a samsung account. I tend to skip that stuff which I know now is silly. will try and remote wipe though with Fine devise on Google with here account. and will try all other stuff once a I get a chance and get back to you thanks everyone. I hope one of theses things work.