If they forgot the Apple ID (iCloud) password, have them enter the Apple (iCloud) ID, and click Forgot Password. See if they can get a Rescue or Notification email option if necessary. Link to contact Apple Support at the end of the 2nd article.
Apple ID - Manage
Apple ID – Forgot Password *
If necessary, if they are the original owner, have them contact Apple. Apple can remove the ID if provided the required paperwork to include the original purchase receipt with the serial number on it.
Request additional support for unlocking your device. -
You used to be able to take the device, the original purchase receipt with the serial number, and a photo ID to the nearest Apple Store (if it has reopened) and have them remove the ID. This may have changed, so call the store before going to make sure they can help.
Genius Bar Reservation and Apple Support Options - Apple. -