Safe Mode Boot Up Problem

My niece had someone damage her laptop charge cord, so she changed her password login. Now she can't remember it. I tried walking them through a Safe Mode boot up in all options, but it keeps booting into the Windows 7 start sceen, but in Safe Mode with no admin options, and I am trying to avoid booting with the disk because she needs to recover files. I am thinking she has been locked out. I do have a couple of ways to get in, but it would require me having the pc in hand and she is 100 miles from me. So do you have any ideas that I can walk them through by phone?

Thanks