I need urgent help with an account recovery issue that has become more complicated. My friend is a Family Plan member and has been trying to update her account email since April 13th because her original email is no longer active. (Ticket #3945699 / 3923352)
The support team previously responded and told her she couldn't switch to her desired Gmail address because that Gmail was already linked to an empty Strava account. Following Support's instructions, she deleted/cleared that empty account.
However, since that step, she has been completely locked out. She cannot log in to her main (Family Plan) account because it still requires a 6-digit code sent to the inactive original email.
She is now stuck in a loop:
1. Original email is dead (cannot receive codes).
2. The new Gmail is ready, but the switch wasn't completed before she was locked out.
3. She is a paying subscriber but has had no access for nearly a month.
Can a moderator please escalate this? We need manual intervention to link her subscription account to the new Gmail since the 2FA code is sent to an inaccessible inbox.
