Account locked the verification method doesn't work now

Hi,

I'm writing for someone my girlfriend as her account cannot be retrieved.

She reset her password and cannot sign in since.

She is trying to reset password again but when she tries to verify the 2FA, th eonly option available is by receiving a SMS. But the website keeps telling her that this verification method is not working now, and cannot do anything else.

Can you please help me with that ? I can give you more info if needed.