We are always happy to help a customer directly. Once we are done with your account access reinstatement, I will gladly provide you with steps on how to download your purchased games. Would you be so kind as to provide us with the email address that is linked to your account, so we can process the password reset for you? We do understand that you have a new device now and lost access to your account and all purchased games. Thanks for getting in touch with us and sharing details about your issue. We are happy to assist her with resolving this issue as quickly as possible. We understand that ************************ has contacted the BBB in regard to the issue with her account.