How to contact support using an email address

What robots? Apple understandably tries to guide you to self-help methods but it is always possible to get beyond those.

Apple does not do email unless they initiate it. You can contact them via chat, or by phone. Refer to this page for Apple Support features ➔ Contact - Official Apple Support

Select from the presented options until you find a solution for your issue, or see if there is a chat or phone call contact method offered lower on the page (you sometimes have to narrow down the options multiple times before this is shown). If you do not see your issue, keep experimenting with any series of selections until you reach one that offers a chat session or a telephone call and get the representative to redirect you.

This support article has various country telephone numbers for contacting Apple for support and service ➔ Contact Apple for support and service - Apple Support

What is available if someone is trying to access their account on a different device?

That's a somewhat unclear statement which may be why you are encountering difficulties with Apple's automated systems (and with us too, for that matter). You sign in on the device. If that doesn't answer it then you need to be a lot clearer about what it is you are trying to do and where you are encountering issues.

You are most likely going to need to contact Apple directly using the phone or chat options detailed previously. To reset your security questions, you will need your password. Apple has long ago moved to the more secure method of using Two Factor Authentication in most regions.

Change your Apple Account security questions - Apple Support

Several years ago Apple transitioned to using two factor authentication instead of security questions. You can continue to use security questions if you already use them and they are working for you, but if you have problems then they no longer get direct support. You can try the directions in this support article If you forgot the answers to your Apple ID security questions - Apple Support but the article is labeled "archived" and may contain information that is out of date. If the instructions work then fine; if they do not (e.g., “not enough information”*) then you will have to change to the newer security method if you can. Over the past few years Apple has been persistently encouraging users to switch to the newer two factor authentication security system. For those who have disregarded their encouraging, Apple will likely only help you to now change to two factor authentication, if even that is possible. Follow the instructions in the "Turn on two-factor authentication for your Apple ID" section in this support article --> Two-factor authentication for Apple Account - Apple Support to try to change to two factor authentication.

If you still need help, contact Apple ID support at this link ➞ https://getsupport.apple.com/?caller=cups&PGF=PGF63005

Select "Other Apple ID Topics", then "Security concerns or account compromised." This will give you a chat or telephone call option.

If Apple can not or will not help you transition to two factor authentication then it is quite possible you will have to simply abandon the old account and everything it contained.

Good luck!

*See the third page of this discussion Unable to Reset Apple ID Security Questio… - Apple Community Some people talk about getting out of a “loop” by logging in a different way. I am not really following what they are talking about but maybe you can see if it helps.

Read Two-factor authentication for Apple Account - Apple Support

A phone number helps too but you can make do with a trusted device instead. Just make sure your iPhone is not your only trusted device. If you do, and you lose your iPhone, you will be back here asking about how to do account recovery.

As I said earlier, if security questions are no longer working for you then Apple will only help you set up two factor authentication if even that is possible. If you cannot convince them you are the account owner then you risk losing the account entirely. If you then have to set up a new account the security questions issue will be moot since that option will no longer exist.

Apple has many ways to contact support, unfortunately an e-mail contact isn’t available.

Personally I find calling them or going into a store for help is a sure way to know you are talking with a human.

At the bottom of the support.apple.com page you can find the contact numbers; Apple support app, or to find a location near you.