Access to the app

I've upgraded my phone i. e. I'm not using the same device anymore. I could not remember my password and now, I cannot access my Uber app. In spite of several requests for assistance, I keep on receiving the same email from Uber help which is not resolving my issue! Then they want a screen shot of this, then a screen shot of that and if the response is not above 'this line', you will not receive a reply. Is there not a single human on Uber's side that can guide me through what to do??? As a working mother I rely heavily on Uber. Now I can't Uber my kids home after school.