IMac won't let my wife sign on

My wife has been having an issue signing onto her computer. She kept trying the password that she has been using for the past few years but it wouldn't take it.  She tried reseting her password but still will not work.  In essence, she is locked out of her own computer.  We didn't pay for the long term support through Apple so they are unable to help us without paying an unknown cost for phone support.  I'm away for work for a while and because of the size/weight of the computer it is tough for her to bring into the store.  Has anyone seen this issue recently? and/or know how to resolve it? Thanks for any help you can provide.

With documentation from the purchase of that iMac, you should be able to tell
the specifications or as-shipped hardware configuration, that can help determine
the vintage or age of the computer; the original carton or a receipt should be of
help to you, since booting the computer past a login screen may not work now.
Or contact an Apple Store with Genius bar and set an appointment for their
specialists to help try & resolve this issue. In absence of an Apple Store, see
about talking with an Apple authorized service provider; as these usually are
independent companies whose trained staff and technicians can troubleshoot
or help resolve issues. Could be the hard drive may have failed? Hard to say.
If you can find that info, as mentioned above through means available, then
that could save a bit of trouble. Some models of Mac shipped with their OS X
backup on an install-restore DVD; so that could be used to reset a password
or access the hard disk drive, and do several things. But it could need service.
Good luck & happy computing!

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