Turbotax prepaid card help!!!

Hello my boyfriend had his stimulus check direct deposited onto his prepaid card which we no longer have. We were able to get a replacement sent over the phone but we are unable to access his account. Someone else helped him set it up in the first place and we're unaware of the original email linked to the account and no longer have that phone number. I've done all the steps to the account recovery but cannot go through with it because we don't know the old email address linked to the account and we forgot the user ID. If there a way we could possibly resolve this over the phone? Will we need to log in to activate the new card we recieve? If you have any info please help!!! Thank you alot (: