Need Help in releasing a locked Apple ID

Hello - My wife tries to create an iTunes account for herself (she used mine up to now). When she put her email address for the ID, the registration form gives her the following error:
"This email address is already in use or you may already have an Apple ID associated with this email address. Please try again or sign in using your existing Apple ID."
I thought maybe she has an account already and we forgot about it. so we tried to retrieve the password by email, but we didn't receive an email to this address. We tried to retrieve by security questions, but it says the we put the wrong birth date. We know this is her email address, but it seems to be locked somehow. What should we do to release this email address and be able to open her an account?
Thank you

Hello melissaben6250,
Thank you for using Apple Support Communities. 
I understand that you are not seeing your husbands new iPhone 6 in your Find My iPhone app. First, while you may "prefer not use iCloud", you are using it, at least in regards to Find My iPhone for your existing devices.
Now, for your husband's phone and Find My iPhone. It sounds like during the setup of his phone, he logged in to his Apple ID and even possibly created another iCloud account. In order to see his phone on your existing Find My iPhone, it will have to log in to the iCloud account where the other devices are signed in. Take a look at this article on troubleshooting Find My iPhone, especially the first section on the device not appearing.
iCloud: Troubleshooting Find My iPhone, iPad, iPod touch, or Mac - Apple Support
Cheers,
Jeff D. 

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