TT E.mail on IPad suddenly stopped working

[Chrisrowe22]

This is about my Dads account, not mine. 
He accesses mail on Apple tablet and phone using the Apple native app. 
This week he suddenly started getting the message “incorrect address or password”

He definitely hadn’t changed the password, he doesn’t know how! I tried to help, but when I looked at the account recovery details neither the phone number or email address are recognisable to him. 
I had a long online chat with support asking to reset the recovery details, which they said they would, but it’s been 30 hours since that and nothings happened. 
He’s 88 years old, and not in the best of health and I don’t know what I can do next to help him. 

[Chrisrowe22]

Thanks for taking the time to reply. All details now complete. I’ll wait patiently!

[Gliwmaeden2]

First complete your own community profile, @Chrisrowe22.

Go via your avatar; settings; drop down menu....complete Personal Information. 

Add your Dad's details and the email address affected in Private Notes, at the end of that section. 

Scroll down to find the button to SAVE CHANGES. 

Staff will respond during the day (Monday to Friday).

Any notification emails are from a No Reply address, so just follow up on this thread.