Can't figure out why a Tecno K7 Spark won't connect to its owner's Google account

Hi everyone, I have an inquiry from someone about a "Tecno K7 Spark" phone that somehow (don't know exactly what went wrong) had itself reset so to say; I had a look at it and its back to to initial setup sequence where you provide your Gmail username/password to register its Android via an internet connection.

Trouble is, its not accepting the Gmail username/password of the owner; it keeps giving a weird response (see pics included). Can anyone help me interpret whats going on with it as I'm a Samsung person just trying to help out with a Tecno device (unchartered territory for me)? Thanks.

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