I’m sorry to hear about the trouble.
Did you check your spam filter?
Seems some email systems think our email is spam.
I don’t know if there’s a way to take email out of the loop – I often forget pw’s for the zillions of websites I have to use for infrequent payments etc. and they all seem to have different reset methodologies, from email to ‘we’ll text you a code’ – but I’ll ask our tech person to check. – TR