Account Recovery sends code to different number

I am assisting a member in recovering her account. The initial recovery code was sent to her email. However, after entering this code, the recovery page redirects to another page requesting a second code to be sent to a mobile number. This mobile number differs from the one listed in her church account; specifically, the last four digits do not match. While I'm not the clerk, I hold a calling in the district that gives me visibility into her church account. I'm wondering: Are the details in her account different from what the branch clerk can access, or are they the same? Additionally, why is there a discrepancy between the mobile number in her church account and the number to which the recovery system is attempting to send the code?

We were not able to recover the church account, what can we do next to recover the account?

You'll have to put the member in touch with Global Service Desk. They will only work with the member.

The Account Mobile Phone is separate from the Contact Phone Number and clerks do not have access to see or change it.