I'm sorry about the issue. How did you try to change the password?
What is the error or message?
Do you have windows xp, vista, or 7, or 8, 10, or mac computer?
Can we do a remote support session, so I can troubleshoot the issue directly on your computer together with you?
Please reply at the box below. Thank you,
It sounds like the account has been hacked. I can help you recover the account but I will need your assistance with account related questions so please reply back here when you are ready.