Windows 10 device registered to intune (User forgot his pin) - Not able to login in

Job ID: 35034089

Budget: $30 – $250 USD

We have a user who forgot his windows 10 pin.
The device is in itunes.
We are not sure how to restablish her access.
The Forgot Pin does not show up.
Not sure if we chould Delete de device or Retire from Itune so it works.
Looking for help.