My friend Paulette cannot access her account. How can I help her?

System

This discussion was created from comments split from: Please help me reset my previous account username and password.

Edward Dee Crews

My friend Paulette cannot access her account because neither her cell phone number or email address are the same since she was last on several years ago.

I'm trying to help her get access to her account. Familysearch has confirmed that she has an account already which we already knew. Getting past that email and cell phone number requirement is the main issue - neither of which is the same since her husband passed away a few years ago. How can I help her? She is almost 80 and not as adept at solving this kind of user problem relating to Familysearch. I use Familyseach every day for several hours evey day but this issue is beyond my ability to help her. Our ward clerks haven't been able to help her either.

I have all of her information necessary; full name, birth, membership #, cell # and email address. We live in Medford, Oregon.

Hoping to get this solved soon so she can begin again.

Rose

Norm Jones

@Edward Dee Crews

Private message sent.