Extruded motor not working?  

Extruded motor not working?

So….  I just finished helping my 12 year old some put together his printer. I went upstairs to help his sister and…..  he decided to print before leveling and testing everything.  The print failed.  It did seem to extrude fine. I guess then tried to back out the filament….  I am guessing it snapped inside somewhere?  However….  The extruded motor is no longer working.  It doesn’t spin at all. You can hear it making a nice even sound….  But it’s not turning over at all.  We believe we have used the included pin to clean the nozzle out.  But…. The motor is just doing nothing.   

anyone have any ideas how to help?  The poor kid has spent the last 6 days after school and all day Saturday putting this thing together. He has now spent two days trying to get it to work.   He worked so hard to earn his own money for it.  Help the newbies!