Friend can't access gmail account - phone verification, unknown number

Trying to help an elderly friend who sadly succumbed to a call from "Microsoft" a couple of weeks ago. Have sorted all bar access to her gmail account.

She's used Outlook 2003 for years and it's has got her gmail mail fine. It's now asking for a password and tried the account password to no avail.

Tried logging into the account via Chrome. Enter email address, password, then it asks for verification phone number on the account "ending 00". Such a number is completely unknown so unable to pass that stage.

She and her late husband's gmail account were the recovery address for each other.

But trying her late husband's email account gets to the same stage.

Whilst this is good is some way there seems no way of her getting access to her genuine account.

Any thoughts?

Going over this afternoon and currently looking to create a new email account for her.

I think you'll need to get AppPassword from Google per email account to achieve access now.

Google Help
Google Help

I was able to gain access to a deceased family member's Gmail account by contacting Google this way. I had no idea what their password was and had no access to their phone for recovery of the account. I had to answer several questions such as when the account was created. After they reviewed my request I was given access to the account. Here are some of the emails I received from Google back in 2017.

While there this afternoon I managed to go through a series of "Try another option" links and eventually got one which gave me an option to use a completely different email account. In the meantime I created another gmail account for her to use temporarily.

I entered my own and Google sent it a verification code so I entered that. Google then said they'd do some more checks and email me within 5 days.

An hour ago I got an email from Google with a login link. Used that and was able to open friend's account and see her email. Just rung her she is delighted so will go over again on Monday to set up access for her on her PCs.. I've changed the recovery phone to her mobile and recovery email to mine.

I must have passed whatever criteria Google use to validate me

Will mark thread as solved.