Guild Wars 2

So I need some advice. My Wife had to change her password on her account. But everytime she’s attempted to change it, she gets the following message: “Failure
We weren’t able to change your password. Try following the link from your e-mail again.”

We’ve used the XKCD method for passwords, with a number and a character.

We’ve tried it in 3 different browsers, and on 3 different computers. We’ve probably made at least 25 attempts if no more by this point.

Effectively, she’s been locked out of her account for more than a week.

From another post, I know the ticket has been listed as resolved, and it was said not to create a new ticket. SO I don’t know what else we can do.

My wife is extremely upset at being locked out. She loves GW2, and is a guild leader.

So any advice would be helpful. Thanks.

Edit: I should have mentioned that we have responded in the email, with no response.

Hi. I’m posting on behalf of my wife (tickets # 539659 + 553617). We haven’t heard anything since we responded with all the steps we’ve taken to reset the password. Is there any update on this issue?

Thanks for looking into this for us.