Applicants can have two types of account emails:
Contact email: They will get emails from OCAS and colleges here.
Log in / Identity email: This is the email they must use to log into their account. Password reset links are sent to this email address.
If the applicant does not have access to the identity email:
If they have a paid application, make a P2 and confirm their main email.
In your ticket, ask for an account email remap.
If their account is unpaid, encourage them to start a new account with their new email.
You can change their name/ DOB so they can make a new account.
Make a P2 and request to deactivate the account as they have made a new one.