Password issue to log in using iphone

My wife used to used steemit in her iphone with iOS 10.2.1 and was working fine but got log out for some reason and can not log back in, she used to used it using google chrome because esteem app does not load in her phone but is not allowing her to log in not even using firefox or internet explorer. She saved her master key as a print screen and we have tried to type it in without any success ( password incorrect). She did not change her password and to make sure we got on www.steemdb.com to check account history an advised giving in https://steemit.chat/channel/help and no password change in history account. I have contacted support team and [email protected] with no answer i also have found a few post about iphone steemit account log in issue like this one in this post ttps://steemit.com/steemit/@edje/steemit-login-issue-s-and-solution-iphone-and-macbook-call-for-steemit-support-channels , i took all info possible did not work. I did read other post about 60-90 days unactivity to recover account but i dont know if that it is true or not.. It is a new account but followers are growing fast. i need some helP to recover her account. I have found users that saying hey recovered their account but did not say how i have contacted them but they have not answered me back yet.. i need help to recover this account keep in mind i have not lost my password.

Please comment with a possible solution