Chibi Lexenstar

Lost my password to an alt account. Went to the SL website and clicked on password reset. Was sent a link via email to reset. When I click on the link, it goes to a page asking me to call live support or submit a case. I called to explain that I need my password reset, but am given a dead link via email. Live support asks me to verify security question and email address used to sign up. I answered both correctly, but was denied password reset because I couldn't answer the alt birthday question. (Didnt know exact date.) Live support points to me submit a case report. Tried to submit a case, but was told my issue isn't supported because it is a basic account. I just need my password reset, and the LINK that is sent via email to actually WORK. Please advise!