cannot unlock visual land android

[kilimanjaro1]

My wife is locked out of her Visual land android. She did not set any password or security. When she gets the little lock on the screen she cannnot move it to anything to unlock. I tried to reboot by pushing on button and volume to max but that did not help. Can somebody help?

 

[Rukbat]

If you bought it in a store, or it has a carrier's logo on it, bring it to the store.