How to restore access to google account?

Question

Google

Hi all!
They fixed the phone, changed the password from the Google account (it is tied to both other mail and the number). I'm trying to restore - the code comes to other mail - they say we can't restore it, they don't give an SMS or a call.
When I try to recover through the captcha, it says that it was entered incorrectly, although everything is exactly right.
Why can this be?
And how else can you restore it?

UPD: friend's phone, acc too, I'm trying to help remotely.