unable to activate replacement sim as no email attached to existing account

Hi,

I have a group account and one of the members has lost their phone. I have a replacement phone and ordered a SIM card, this has arrived but we cannot activate it as we can't log into her smarty account. There doesn't appear to be an email address linked to her account. So, the forgot password doesn't do anything, when I log into the dashboard as the group owner I can't add an email address to her and I can't reset the password. Does anyone know who to get around this? I did try to re-activate as a new member but that didn't work