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Hi there and welcome to Just Answer, my name is Richard and I look forward to helping you.
I’m sorry to hear you're having trouble. I know that can be frustrating. Hopefully, we can get this resolved quickly.
Can you please tell me the make and model of the phone?
The ONLY way to remove the lock is to reset the device , which results in the data being removed from it. Its the whole point to the Pin, its there to protect the data.
I am sorry but you will need to reset the phone, this will remove the data but you cannot avoid this sorry.
To do this
Go to http://android.com/devicemanager
Sign in with the account you used on the phone
Choose Erase phone
It will reset so you can set it up again
I then advise you install the app Dropbox on your phone as this will then backup your photos, films and files online so you can avoid losing this in the future.
You can also check if your photos where backed up on this link
Just make sure to sign in with the same account you used on the phone
Let me know how you go please