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No1_mum

Help Please!

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I have been locked out of my account for over a year, due to all my saved passwords being wiped when my laptop crashed. I contacted Neopets support who say my email address does not match my user name and so they will not reset the password for me. I have only ever had 2 email accounts and neither are a match apparently? How can I sort this? Any ideas? TIA

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did you try the option for forgot password with your user name and see if it will send you a password reset link? I know I was locked out of my account for awhile because the e-mail to reset my password did not go through and Neopets kept saying it was the fault of my e-mail provider. 

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Hi Bonnie, yes I did try but it says my user name is not valid although when I search it in Neopets it shows as a User? There is no monetary value involved in my account so I am at a loss as to why they won't reset it with all the other information I have provided. They can see that the account has not been accessed since I had my laptop issue.

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That's very odd. Perhaps you could try to use the 'recover username' function to check if the username is indeed connected to one of your e-mail addresses? If it's not connected, you might have to ask yourself if there's any chance at all that maybe you did have a separate e-mail address for Neopets at some point.

If you're 100% sure you've got the right e-mail address & username, I wonder if it might be possible that someone hacked your account and changed the e-mail address associated with it.
You said you were able to see that your account still exists on Neopets; can you see if anything (pet colours/amount of pets/etc.) looks different from when you last played?

Either way, sending another message to Neopets support seems like a good idea; try to include as much information about your account as you can remember. And maybe ask them if they are able to see if one of your e-mail addresses used to be associated with the account, and if there's any chance the e-mail address on the account has been changed in the time that you were unable to log in.

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