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My son can't retrieve his account using his email address. He tried entering his cellphone number but the link was sent to the wrong email address, as per agent. How can we retrieve his account?

Hi, how can I retrieve the account for my son's number  using the phone number only? The agent said the phone was registered to an email address I don't recognize. Now, he said I can retrieve it using the phone number but still it will send the link ...