Thanks for your post and welcome to the community.
I'm sorry you're having problems getting through to the team.
Your password is the one you would have set up when you started the account, although you may have changed this since. If you're unsure of this and you're the account holder, then the team will be able to ask you alternative questions to clear security.
Thank you Melissa please could you ask me further details I am trying to do this for my dad who is 81 and no longer uses his laptop so we have no idea of his e-mail address or the password I spoke to a colleague of yours in April and she was going to send my dad a copy of his password but that has never arrived