My name is ***** ***** GeekGirl :). Thank you very much for giving us an opportunity to help you. Please keep in mind as we work together that it often takes more several steps and/or answers to solve a problem. So If my answers don’t work or if you are not satisfied, please don’t Rate my answer as Bad or Poor Service, but please Reply back to me by clicking the “Continue Conversation” or “Reply” button and I will gladly continue to help. Remember, only Rate answer after you are 100% Satisfied. Please do not rate an answer, if you are not satisfied. If I am unable to solve your problem, I will open it up to our other experts in the hopes that someone can help.
Did you begin the recovery process here?
If so, did you receive an email with instructions after entering your email address?
The email should contain your user name and also a link to click on to reset your password. When you click on the link it should again show your username and allow you to reset the password. If you can tell where in the process things are failing I should be able to provide additional assistance if needed.