New account that can't be updated with address and billing information

I have arranged for a new account for my mother at an assisted living facility.  They changed her room number.  When I went online to update that I found that I cannot.  Also the billing address came up as the facility, and it needs to be my address.  I provided my home address as the billing address because it is being charged to my credit card, but I can't update the billilng address.  I can't do anything without a pin that I cannot find was provided unless it is with the equipment that was delivered to the facility.  The only option I get online is to have a pin mailed to the facility and that won't help me at all.  It's the wrong room number now anyway.  I need to be able to edit the account online, or I need someone on the phone who can correct the records.