I'm new to this forum, so hello everyone, but I'm here to ask you quite a painful question:

First some background:
I purchased approximately 2 bitcoins in 2017. I first had it stored in Xapo, but since that company caved in, I transferred to Bitcoin.com. In 2021 I sent a half of a my hugely appreciated investment to my ex-wife as a part of the divorce settlement. She got it and could see it for a few years on her phone. The she lost her phone and ... she could not get her investment back in the Bitcoin app anymore. Bitcoin.com is awful: no one to contact there (the 'Speak with support agent' window in their mobile app, i.e. the way they advertise as the way to contact them, results in 'Something's gone wrong. Content could not be loaded').

After I transferred from Xapo to Bitcoin.com I got the list of 12 words that are supposed to be used for the recovery. When my ex-wife got her 1/2, she NEVER got a similar list for her. However, she was able to establish the Bitcoin.com account and see her share of that investment until the phone loss.

Question:
Is the share of her investment gone? Are there anyway to reestablish this ownership?

Thanks a lot.