does it send you a link or a code to your phone or altenate email ?
you have to put that code in on the page where you requested it be sent.
then you can put the new password ***** and then you can log in again with the new password
is it giving you any error messages ?
if you can get the code sent to your phone i can get it to work for you. I am able to get you my phone number and remote into your computer to do it all with you and make sure that its working for you. There is a small extra charge for that though.