'xbox recognised device' - not working

Hi all, 

I like literally 1000000000s of other people, are having trouble updating their email on a very old EA account. I have access to the account via xbox log in and know it is connected to my Xbox. I have tried t least 10 x to use my xbox as recognised device with an EA agent with absolutely no luck. Theyre just like...ah well, too bad..try again? this is by far the worst experience I have ever had in regard to getting into an account. They simply refuse to try any other way i.e. invoice of games purchased, etc etc....its insane.

has anyone been able to use their xbox series x OR have found a particular game helped with the reset password prompt to come up? im losing my mind. 

cheeers