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Account issues - can’t logon

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Account issues - can’t logon

I’m asking this question on behalf of my son , his email account was hacked recently , fraudulent payment of $99 , taken , he’s changed his password but hasn’t updated his mobile number , he’s got a new number , when he attempts to logon he validated using email and then he can’t validate with text as he no longer has the mobile number attached to his account , we’ve tried calling support with no luck , using chat I’ve been advised that we can use chat without being logged in , unfortunately can’t find this option , rather frustrating that we can’t logon to his account it’s been like this for days , any help / advice appreciated ....