Various email accounts

Years ago I set up various email accounts under the blueyonder.

Now they have gone with O2 things have got over complicated. I have finally managed to register my email. But unfortunately my daughter's account she is locked out probably due to a password thing.

In the old days I could have sorted this out myself but oh no, you have to keep having verified links and other email addresses? 

My issue is I need to resolve my daughter's access urgently. I have phoned virgin and they are getting supposedly back to me? 

Does my daughter need to be present when we try to resolve this matter.

Thanks in advance to the community but not Virgin "if it ain't broke don't fix it" comes to mind.

Alec