Unable to recover account

Hello, im trying to recover an account from other member to help her but when i put membership number to recover i select email, and i put code has sent to email associated and the system asks for another recovery step when the member im helping dont have access to phone number and 2FA (member unistalled the app)
Its possible to sent an email to the church and ask for change phone number recover?

See can call the Global Services Department (GSD) to recover her account. She will need to speak with them since they will not work with anyone except the account holder.