Plan owner died, transfer phone?

Trying to help a friend of a friend, she was on her partner's plan, he died. His family is of no help, won't supply a death certificate. She is handicapped, destitute, and about to be homeless. Another friend helped her contact Cricket, the store rep said she must use the app, but she doesn't have username/password or PIN. Phone support will not help either. It seems like we are sunk without a death certificate, we can't even transfer to another provider with out it, right?

EDIT: With the help of u/SWSWireless, we were able to get her up and running! Thanks to everyone who helped with advice!