square enix password reset not working

your support people do not help the issue, so I will explain here and see it someone in charge can help.

I logged on from work yesterday to see if the game would run on my laptop. SE quickly locked my account (prolly because of IP), but they will not send me the email to reset it.

Instead I get emails to go to places for wrong account or lost id. I did finally find a place to reset the password, but again, no email is ever sent so I can do this.

All I want to do is play the game (which I've already paid for).

And, for some reason I am still logged into the forums, so am reluctant to let it go.