Email Account help

My mother cannot access her MSN email account and while the reasonable thing to do would to do would be to reset the password, we cannot do so because we recently changed the phone number and the code can only go to the phone number in that account. I cannot the phone number unless we can actually go to the account and going to the alternate email account didn't work either. What can I do? I cannot help with recovering the password unless I get that code and I cannot use the usual methods. I don't want to do any hacking or anything but what shouold I do? Should I call Mircosoft? We got our accounts for free since my old man was a former Microsoft employee

Email Account help