Hey Kimberley, the Privacy Protection Password (also known as the Anti-Theft lock) allows only numbers and not letters. The screen-lock password instead is the one that allows an alphanumeric format. If you can, you would follow me to our Live Chat page and we would try and look at this here. Our Live Chat offers a faster interaction but it is free as well. You will however need to create and account or login as a Guest using Guest as your username and the word Password as your password.