Possibly you have the same issue I had once when resetting my password.
At first it asks for your EMAIL ADDRESS. Then you get an email. When you click there, it asks for your ACCOUNT NAME (Account name and email address are different !!! You can also ask it to send you your account name again.
Would be easier if both times email address or both time account name.
I hope this was also the issue you had. Once I understood it was once email address and the other time account name the resetting of the password was easily done
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