I have found using a different proxy/ip or whatever has helped the email send to reset the password on occasion, also it depends sometimes on the day/time and seems to be completely random weather it will send or not
I can try the same email ten times, from ten places, on ten different days and get the pw change email on the tenth try. Its all messed up right now
If you send a ticket they are unlikely to respond to it for a year, and you would need insider info on the account probably too