Girl friend account autobaned day1

I bought my self a pc almost a year ago now. Recently I used my old pc to give my girl friend and daughter their own computer. I had her create a new steam account and create a differetn apex account so we could play together. She played in the firing range a little bit and then at the end of the day logged back on and it was auto banned for breaking tos. She appealed and literally no response or designation how she got banned.

If there is a way to fix this let me know and I will input her account info. If not I could easily just reinstall windows under her name and email would that work? We both literally just want to play the game.