Hello, how can I help you today?
Hi, my name's Joyce Wu, gold member I need to log into my account, but I'm afraid that I've lost the phone that I use for text messages and I need that special code in order to log in
Got it.

I can email you a special code. What is your email address?
oo, umm, I'm afraid that I don't know exactly which one of my email addresses I use on this account I'd log in to check, but...y'know if I give you a PIN number, could you find that out for me?
Sure.
277662
thanks.

I will send the reset code to the email address saved on file.
Okay, that'll be great and that code can be used in place of a text message?
Here is a link that you can check for best practices for security.
Ah, excellent I can see both of those emails now
Yes, you are right.
and...I can log in now!
Is there anything else that I can help you with?
Thanks so much for your help.  I have a spare phone now, so I can fix the rest by myself
Have a nice day!