Software wont except initial password verification

Wont except initial password verification since newly bought, twice now I’ve tried eraseing and reformated in ntfs, but still wont accept password. Are there digits that cant be used for the password? can someone help with this issue please. thank you .

Formatting your unit does not remove the unit’s security unless it was done using WD Security or WD SmartWare.

The password is case sensitive. If caps lock was active when the initial password was set then it should be taken into account.