Question about Outlook Express

I am trying to recover my mother-in-law's email account. It asked her to put in the verify code and she doesn't have the number on the account. We called some support number but they said they only have the FAQ for account stuff. I can't get on to change the account info to her new number to get the code. I also have submitted the account recovery stuff 3 times now with no response. She has things she need to get to on her email. It's been almost 5 days now. It's getting annoying.