Blink home security

I bought friends of mine a module and two outdoor cameras as a thank you for letting me stay at their home in Florida in the winter they ended up getting new cell phones and now they are locked out of their account customer service says it’s registered under a different email address how can that be? We have the monitor and the module and the cameras here can somebody please help me as soon as possible so we can get thus up and running for them please? Thank you!!