RE: Need help resetting password

I am attempting to reset my husband's email password, as he was a secondary on our account where I was primary.  I am logged into my account where the customer service rep told him I would be able to push a password reset for him, but that is no longer available to me as our account closed 7 years ago.   

I should note that my husband has a secondary email already on his account, so I'm not certain why the reset can't be sent through that email.  Unfortunately, it continues to prompt him for a mobile number that he does not have associated to the account.  Please assist, my husband just upgraded his phone and it was his only means of accessing his email without the password reset.  The email has important legal documents.