Hi @heidijs1,
Thank you for your post and welcome to the community. Thank you also for the concern that you have for another person's account!
In a situation of unauthorized access, an account would be limited to protect the accountholder from further fraud. The accountholder can follow the steps in the Resolution Center to resolve, or if they cannot log in due to the password having been changed, they can contact Customer Service for assistance. If there is no listed option for calling as a guest, it will be necessary to navigate to where they can send a message as a guest by selecting Password Issues on the Help & Contact page.
I hope this helps!
Olivia
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