Had a similar issue with Terry, the problem is the devs don't "know" if it's really you, anyone could be saying they need a password reset to access an account. You gotta be able to provide some proof that you own the account. If you have any screenshots around of your profile or numerous replays, that might help.

my advice empire would be to wait go through the password reset again. and also to check your junk folder. if your desperate then try support