I'm happy to help with the device screen lock! After several failed attempts to unlock the device it will ask for the Google/Gmail password to unlock the phone. If she has also forgotten the Gmail password, she can go to gmail.com from a computer and click 'Can't access account' to be given the option to reset the password there. Then she'll be able to enter it on the phone too. Keep me posted.
Follow us on Twitter @VZWSupport
Oh no! I am sorry to hear that your son is locked out of his phone. I know it tough to remember all the passwords nowadays so I understand how he feels. If you are locked out and you can't remember the password, you will have to reset the phone. You can try the password recovery through Google here http://bit.ly/RpWV4W and hopefully you can then use that password to get in. If that doesn't work, please reach out to us again!
Please follow us on Twitter @vzwsupport