Guild Wars 2

I can’t answer this for certain — it’s a mystery. But you’ve done the first step I would have recommended, so at this point I would suggest you contact Support by filing a ticket through the “Ask a Question” tab on that linked page so they can assist you. For tips on what information to provide in a ticket -- mostly intended for security reasons to establish that you own the account — please read this post and provide as many suggested details as possible to expedite the ticket.